Customer Experience Leader - 18-Month FTC

Mediq UK; Hemington; On-site; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Car Allowance

25 days holiday plus bank holidays

4x Life Assurance

Pension scheme

Sick Pay

Cycle to work scheme

Employee Assistance Programme

Job summary

Mediq UK is recruiting a Customer Services Manager on an 18 month fixed term contract to lead a UK team from our Castle Donington HQ. The role drives first-class service, develops the customer service function, and collaborates closely with stakeholders across the business to deliver efficient outcomes for UK healthcare customers.

You will manage and develop Customer Service Managers and Advisors, set KPI targets, implement SLA processes, and report monthly on performance to the National

Qualifications

• Experience in managing teams in a fast-paced environment.
• Ability to train, lead and develop Customer Services Managers and Advisors.
• Strong administration and organisation skills; effective stakeholder engagement.
• Proven ability to drive customer experience and process improvements.

Responsibilities

• Provide training, leadership, and guidance to the Customer Service teams to ensure high performance.
• Lead, manage and monitor operational teams and processes while meeting compliance standards.
• Lead and drive department performance and customer experience improvements.
• Establish customer service policies and procedures aligned with objectives and values.

Skills

Team leadership

Customer service

KPI management

Process improvement

Stakeholder management

Communication

Organisational skills

Digital customer service

Tools

CRM systems

Customer service software

Job description

Mediq UK is recruiting a Customer Services Manager on an 18 month fixed term contract to lead a UK team from our Castle Donington HQ. The role drives first-class service, develops the customer service function, and collaborates closely with stakeholders across the business to deliver efficient outcomes for UK healthcare customers.

You will manage and develop Customer Service Managers and Advisors, set KPI targets, implement SLA processes, and report monthly on performance to the National