Customer Service Manager EMEA (remote)

ENVIGO RMS UK LTD; Whitehaven; Remote; GBP 55,000 - 67,000; Full time

Benefits offered by this job

Life assurance

Pension

Private health insurance

Health cash plan

Technology scheme

Retail discounts

Employee Assistance Programme

Job summary

Inotiv is seeking a Customer Service Manager EMEA to lead the day-to-day Customer Services operation across the region. You will manage a team of customer service advisors, allocate workload, and drive performance and delivery.

You will partner with Sales, Operations, Supply Chain, Logistics and Finance to meet commitments and standards. You will also oversee the relationship with tenants at our Hillcrest UK site, ensuring needs are understood and supported with the right internal resources.

Qualifications

• Experience leading a team of customer advisors and driving KPIs.
• Ability to coach and develop people to reach potential.
• Experience working across multiple countries or regions.

Responsibilities

• Lead day-to-day Customer Services operation across the EMEA region.
• Manage workload allocation, performance management, and service delivery.
• Collaborate with Sales, Operations, Supply Chain, Logistics and Finance.
• Oversee relationships with Hillcrest UK tenants and coordinate internal support.

Skills

People leadership

Coaching & development

Remote team management

Customer service metrics

Cross-functional collaboration

Job description

As the Customer Service Manager EMEA at Inotiv, you’re responsible for leading the day‑to‑day Customer Services operation across the EMEA region. You’ll manage a team of customer service advisors and lead their workload allocation, performance management, and operational delivery. This international team oversee activities including quotations, order entry, service coordination, customer communication, and issue resolution. As a team you work closely with Sales, Operations, Supply Chain, Logistics, Finance, and other functions to ensure customer commitments and standards are consistently delivered. As part of this role, you’ll also have responsibility for the day‑to‑day relationship with tenants at our Hillcrest UK site, making sure their requirements are understood, any service issues are addressed, and the appropriate internal support is coordinated.

About you

You’re a people person, who enjoys leading and motivating their team. You like to coach and develop people to help them reach their potential. You create a culture in your team that ensures accountability, collaboration, customer focus, and continuous improvement. You’ve managed a team of customer advisors through KPIs and metrics, this may have been in a contact centre, or in logistics. You’re collaborative, you build strong relationships with everybody, you can work across different teams to ensure smooth delivery of service and resolution of any issues. As your team are based across the EMEA region (in the UK, Netherlands, Italy, Spain, and France), experience of managing people remotely and in different countries would be highly advantageous - as would be the ability to speak other European languages.

Location/Benefits

This is a remote role with some occasional travel to our UK operations in Hillcrest UK.

Starting salary of £61,175 33 days holiday (inc. 8 public holidays).

• Core benefits including life assurance and pension, plus income protection after 3 years of service.
• Flexible benefits scheme, with optional private health insurance, health cash plan, technology scheme, and retail discounts.
• Wellbeing benefits including our Employee Assistance Programme and our wellbeing portal with fitness videos, recipes, and mindfulness exercises, plus much more.

About us

Inotiv is a growing global contract research organisation (CRO) supporting drug discovery and development. Our work contributes to scientific and medical advances that improve health and wellbeing worldwide. At every stage of the journey, our teams play a key role in delivering quality science and operational excellence.

Inotiv is a growing contemporary drug discovery and development company where we “Play to Win” in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world‑class drug discovery and development solutions that impact the health and‑wellness of people all over the world. There’s an opportunity for everyone at all phases of a career, each individual’s unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people’s lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well‑being of people all over the world.

Salary will be commensurate with experience and responsibilities.

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training. At Inotiv, our people are our greatest asset. We are committed to equality, opportunity, and diversity, and treating our colleagues with the dignity and respect they deserve. We strive to ensure that our people achieve their full potential, and that they enjoy a rewarding career with us.

We’re looking for people who will help us grow and support our shared purpose: to help our clients discover and develop life‑changing therapies for people around the world. As a leading contract research organization (CRO), Inotiv supports discovery and nonclinical development through investigational new drug (IND) and beyond. By leveraging our deep expertise and scientific capabilities, we help you increase efficiency, improve data, and reduce the cost of taking new drugs to market. By providing critical research models and related services, we help researchers realize the full potential of their R&D projects, all while working together to build a healthier and safer world.

We hope you consider our opportunities and a future with Inotiv!