Customer Service Support Manager

Healthxchange; Reading; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Company pension

Annual performance bonus

25 days holiday plus bank holidays

Staff discount

Staff social events

Access to Health Assured EAP

Job summary

A leading medical aesthetics supplier in Reading seeks a Customer Services Manager to provide leadership and coaching to a team while ensuring exceptional service and adherence to compliance standards. The successful candidate will manage team performance, handle escalations, and improve customer satisfaction. Requirements include prior line management experience in a customer services environment and familiarity with CRMs like Salesforce. The position offers a competitive salary, annual bonus, and comprehensive company benefits.

Qualifications

• Experience in a customer services/contact centre environment is required.
• Experience working in a regulated environment, preferably in Pharma.
• Ability to work under pressure in a fast-paced environment.
• Strong organisational skills and ability to work under pressure.

Responsibilities

• Deliver exceptional service to customers while ensuring compliance.
• Drive team performance through coaching and training.
• Conduct performance reviews and quality assessments.
• Conduct regular one-to-one meetings to review performance.
• Review call quality and ensure adherence to standards.
• Provide reporting on team performance and insights.
• Collaborate with stakeholders to improve procedures and policies.
• Assist with high-volume calls and emails to maintain service levels.
• Support recruitment and onboarding of new starters, including probation meetings.
• Manage shift patterns and holidays to ensure adequate coverage.
• Monitor timekeeping and absence.
• Handle escalated complaints and coach staff to resolve issues.
• Investigate customer queries and balance business needs with customer outcomes.
• Assist in writing SOPs and WI for the department.
• Liaise with external suppliers to resolve delivery issues.
• Record customer interactions in Salesforce accurately.

Skills

Line management experience

Coaching skills

Strong organisational skills

Experience in regulated environment

Microsoft Office

CRM experience

Tools

Salesforce

Microsoft Office

Job description

Reporting to: Customer Experience Director

Salary: Competitive salary + annual bonus

About Healthxchange

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with awardwinning brands including Obagi Medical, Medik8, and Jane Iredale to strategically commercialise their products in market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

About the role

The Customer Services Manager plays a pivotal role in providing strong leadership, coaching, and support to a team of Customer Services Executives. This individual will ensure that the team delivers exceptional service to our customers at all times while adhering to compliance and regulatory requirements. A key aspect of the role involves driving team performance through coaching and training, with a constant focus on improving customer satisfaction and retention.

Responsibilities

• Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
• Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team.
• Lead by example and positively influence and contribute to team culture.
• Conduct regular one-to-one meetings with team members to review individual and team performance.
• Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document.
• Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required.
• Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies.
• Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained.
• Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level.
• Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels.
• Manage team member timekeeping and absence in accordance with company policies.
• Handle complaint escalations in line with agreed authorisation levels and coach team members to resolve customer complaints.
• Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business.
• Ensure all team members receive adequate training and support and support with the writing of department Standard Operating Procedures (SOP) and Work Instructions (WI).
• Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.
• Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions.

Requirements

• Line management experience as a team leader or manager within a customer services/contact centre environment (required)
• Experience working in a regulated environment (Pharma preferred)
• Coaching skills
• Strong organisational skills.
• Ability to work under pressure in a fast-paced environment.
• Microsoft Office
• CRM experience (Salesforce preferred)

Work hours

• Our Customer Services department is open Monday to Friday 8am to 6pm and Saturday from 10am to 4pm.

Company pension, annual performance bonus, 25 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, access to Health Assured EAP.

Healthxchange is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer, and we welcome and encourage applications from all qualified individuals regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability status, marital status, or any other legally protected status. All employment decisions are based on merit, qualifications, and business needs.