Customer Service Manager

STERIS; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

STERIS is seeking a Customer Service Manager to enhance their Customer Support team. The position involves ensuring customer satisfaction, managing queries, and overseeing the admin team, with flexible hours and travel required. Candidates should have previous management experience and strong interpersonal skills.

Benefits

25 days annual leave plus 8 bank holidays

Access to Employee Assistance Programme

Growth opportunities within the company

Qualifications

• Relevant experience in sterile services or related discipline.
• Computer literate.
• Full driving licence.

Responsibilities

• Manage customer queries and satisfaction.
• Ensure adherence to company policies.
• Build client relationships and maintain service levels.

Skills

Interpersonal skills

Leadership skills

Analytical skills

Negotiating skills

Education

Relevant customer service management experience

People management skills

Tools

MS Word

MS Excel

Job description

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At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

HOW YOU WILL MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a difference in the world around you? Are you motivated by delivering excellent customer service? Do you have a passion for working within a team, and participating in projects? If so, then a career with STERIS in our Customer Support team could be a great fit for you.

About Us:

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.

We are currently recruiting for a Customer Service Manager vacancy. This is an excellent opportunity to join us at a skilled level in a division that drives the business forwards through providing a best-in-class service to our customers.

WHAT YOU WILL DO

• Liaise with customers and theatre managers to implement policies and procedures.
• Always ensure customer satisfaction and manage the admin team.
• Handle all incoming queries completely, correctly, and efficiently.
• Ensure adherence to company policies and provide training for team members.
• Report on customer complaints and attend customer meetings.
• Share customer feedback with the company and escalate complaints to Senior Management when necessary.
• Promote and maintain communication links with clients, facility personnel, and external personnel.
• Assist in monitoring contract performance and maintain compliance with relevant standards (ISO9001, ISO13485, Medical Device Directive 93/42 EEC).
• Manage the repair and replacement of instruments and the track and trace of loan sets.
• Proactively build client relationships and maintain high levels of customer service.
• Monday to Friday role 8am to 4pm 37.5 hours but flexibility required. Will involve travel to customer sites.

WHATS IN IT FOR YOU

• 25 days annual leave plus 8 bank holidays.
• Room for growth and potential movement to other roles, facilities, or departments.
• Direct impact into costs, customer retention and customer growth.
• Access to Employee Assistance Programme.

If you have previous customer service management experience or similar, we would love to hear from you! We are a committed equal opportunity employer and encourage applications from all backgrounds. We cannot wait to meet you!

Required Experience

• Relevant or equivalent experience in sterile services of a related discipline.
• Previous experience in a customer service role.
• People management and people development skills.
• Full driving licence.
• Computer literate – competent user of MS Word and MS Excel.
• Work in a team environment.
• Excellent planning and organisational skills.

Skills

• Interpersonal, influencing, negotiating and leadership skills.
• Analytical skills.
• Must be willing to work flexible hours if the need arises.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.