The position of Customer Services Supervisor is located at our Abingdon site and will lead a team dedicated to delivering exceptional customer experiences. Your primary responsibilities will include overseeing the daily operations of the team, ensuring seamless support services for our clients. You will focus on maintaining the highest standards of training and performance to guarantee a first-class service experience.

Your team will handle a wide range of customer service needs, providing comprehensive support and ensuring every interaction is managed efficiently, professionally, and with a customer-centric approach.

This job description will be reviewed periodically and is subject to change by management.

Responsibilities:

• Supervising and training a team of customer service specialists to ensure high performance and adherence to company policies and procedures
• Overseeing the daily output of the customer service team to ensure agreed targets and SLAs are met
• Creating, implementing and maintaining customer service processes and procedures to improve efficiency and customer satisfaction
• Monitoring and evaluating phone and email interactions to ensure a high quality of service
• Logging, investigating and resolving customer service issues and complaints as needed
• Managing day to day contact with third party laboratories and ensuring any issues are escalated via the Quality Management System
• Completing customer service analytics reports and using them to make actionable recommendations
• Supporting the business with change controls, audit actions and quality investigations where needed
• Any other duties as assigned to support the overall objectives of the team and organisation

Basic Qualifications | Education:

• Educated to National standards
• Background / experience in scientific environment desirable
• Ability to prioritise workload to meet deadlines
• Good Microsoft Office skills including Word, Excel, Power Point & Outlook

Competencies:

• Leadership: The ability to inspire and guide a team towards achieving high performance and meeting customer service goals
• Communication: Excellent verbal and written communication skills to effectively interact with both customers and team members
• Problem-Solving: The capability to quickly identify issues and implement effective solutions to resolve customer complaints and improve service processes
• Adaptability: The ability to adjust to changing situations and environments, ensuring the team can handle various customer service scenarios
• Analytical Skills: Proficiency in analysing data and metrics to make informed decisions and improve customer service operations

Randstad Business Support is acting as an Employment Business in relation to this vacancy.