Customer Service Manager

Working days are Monday - Friday, rotating between hours of 08:00 - 16:00, 09:00 - 17:00 and 10:00 - 18:00.

As Customer Services Manager for Water Hygiene Testing, you will lead the Waters Customer Service team and act as a customer champion all UK waters sites, to promote a customer centric culture in all areas.

You will ensure excellence in day to day customer service and experience across all customer facing teams, and ensure this is measured and reported back to the wider business and our customers fairly and consistently in all areas.

Job Responsibilities

 

• Promote a ‘customer first’ culture for the entire Waters business in the UK – to ensure our internal processes and procedures put the customer experience first.
• Ensure that our Customer Experience can scale to meet the demands of our planned growth.
• Meet all targets for the response to our customer queries (both by email, telephone and any other channels that are developed), and also to ensure that the quality of these interactions are of the right standard at all times.
• Support the laboratories in maintaining a high level of customer focus, through regular interaction and the sharing of customer feedback, as well as promoting best practice in our customer communication.
• Develop standardised and consistent workflows for the customer service team, allowing us to get a holistic view of our customer interactions in all areas.
• Support the invoicing and credit management processes for the waters business through clear and timely management of all errors.
• Oversee the work of the UK Sales Support function in delivering new business revenue through this channel.
• Promote the use of our online platforms and to deliver training and support to our customers.
• Oversee the complaints process for the waters business; ensure we always respond to complaints fully and formally, in a timely manner and in line with our quality management system.
• Be a point of escalation for our customers.
• Work with IT in the development of wider system improvements.
• Ensure all areas of performance management and personal development for the Customer Service teams are undertaken in a timely manner.
• Support the wider teams in the understanding of our customer service strategy.

• Proven experience in leading and developing customer service or customer experience teams.
• Strong track record of embedding a “customer first” culture, ensuring customer experience is central to processes.
• Excellent people management skills, including performance management, coaching, development planning and engagement of high‑performing teams
• Strong operational mindset with experience managing response time KPIs, service quality measures and complaint resolution.
• Confident communicator.
• Strong analytical and organisational skills.
• Customer‑centric, proactive and solutions‑focused.
• Confident leader who leads by example.
• Resilient and adaptable.
• Computer literate.

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 Entitlement
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health Cash Plan
• Health and Wellbeing Programmes
• Free parking
• Worldwide career opportunities
• We also have in place rewards recognising the great work out employees deliver, their dedicated service and celebrating special life events.

What Happens Next

Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and it's requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths. 

Your data 
As 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 Date
We 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.

We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.