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Client Services Manager

External
Eurofins logoEurofins · Wolverhampton, UK
Full-timeOn-site1w ago
CRMDocumentationLeadership
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Benefits

At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.As a Eurofins employee you will benefit from:Enhanced Annual Leave EntitlementCompany Pension PlanLife Assurance Scheme (4 times annual salary)Enhanced Maternity, Adoption and Paternity SchemesEmployee Assistance Programme - 24/7 confidentialHealth Cash PlanHealth and Wellbeing ProgrammesFree parkingWorldwide career opportunitiesWe also have in place rewards recognising the great work out employees deliver, their dedicated service and celebrating special life events.What Happens NextYour dataAs part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.Closing DateWe reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.We support your development! Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development.Health insurance

Additional Information

Unfortunately, we are unable to offer visa sponsorship for this role. Working hours are Monday - Friday, 09:00 - 17:00 As Client Services Manager you will act as an interface for the customer and help to drive customer retention through superior service offering. You will take responsibility for all customer quoting enquiries and lead team of customer service representatives to quickly, calmly and confidently address customer issues regarding service and delivery. Job Responsibilities Manage all customer contact touch-points (email, phone etc) and ensure single point of contact created for all customers. To carry out regular client reviews, to monitor client utilisation including spend and payment performance. Conduct regular 1-2-1s with direct reports. Work closely with sales and marketing teams, providing customer feedback & trends to help determine future sales and marketing campaigns to support business growth. To produce and monitor KPIs relating to customer service. To prepare and update quotations for existing customers. To assist with sales and identification of customers' needs and recommendation of testing requirements To manage all client services documentation and ensure they are up to date. To participate in effective communication on quality issues, compliments and complaints in line with ISO 15189. Help on-board customers and work with Laboratory Manager and IT team to achieve this. Conduct pricing reviews and updating the pricing for customers. Oversee all aspect of customer service experience to create and improve standard operating procedures (SOPs) to ensure quality customer service. To follow up on sample status, reporting and interpretation of results. Experience in managing team of client facing support staff. Understanding of CRM and client management systems. Proven experience managing people. Computer literate. Effective communication skills both written and oral Excellent leadership and interpersonal skills Problem Solving skills. High level of attention to detail To be able to communicate highly technical material to different levels within the business and to gain the confidence of the client. Ability to delegate tasks to staff. Accurate record keeper.

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