Customer Service Lead: Lab Operations & Quality

Normec Group; Hemel Hempstead; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Pension

Enhanced parental leave

free onsite parking

Job summary

Normec i2 FAST is seeking a Customer Services Leader in Hemel Hempstead. You will head the day-to-day customer services function, ensuring high service levels, timely issue resolution, and strong customer relationships.

You will coordinate across departments to meet turnaround times and support onboarding and retention efforts. You will oversee feedback programs, escalation handling, and continuous service improvements while helping to nurture a high-performing team and alignment with company

Qualifications

• Experience delivering high levels of customer service and meeting turnaround targets.
• Proven ability to develop and maintain customer relationships and support onboarding.

Responsibilities

• Lead the day-to-day Customer Services function to ensure high service standards and swift issue resolution.
• Coordinate across Customer Services, Laboratory Operations, Logistics and other functions to meet customer requirements and turnaround times.
• Oversee customer feedback programmes (NPS, Institute of Customer Service) and drive continuous improvement.
• Act as main escalation point for customer queries, complaints and service issues.

Skills

Customer service

Account management

Relationship-building

Complaint resolution

Team leadership

Job description

Normec i2 FAST is seeking a Customer Services Leader in Hemel Hempstead. You will head the day-to-day customer services function, ensuring high service levels, timely issue resolution, and strong customer relationships.

You will coordinate across departments to meet turnaround times and support onboarding and retention efforts. You will oversee feedback programs, escalation handling, and continuous service improvements while helping to nurture a high-performing team and alignment with company