Customer Service Manager UK

Rayner Surgical Group; Worthing; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the medical devices sector seeks an Operational Manager to enhance customer service operations at their Global HQ in Worthing. This role involves managing a team, ensuring timely order fulfillment, and implementing continuous improvement strategies. The ideal candidate will have a strong background in customer service, particularly within the medical field, and excellent leadership skills.

Benefits

Private healthcare

Wellbeing allowance

Annual programme of fun events

Enhanced maternity & paternity leave

Qualifications

• 3+ years of strong customer service experience required.
• Proven track record in a customer service role in medical devices.
• Experience dealing with imported goods.

Responsibilities

• Drive day-to-day operations to ensure timely order shipping.
• Lead a team of Customer Service Agents.
• Develop communication and change management plans.

Skills

Customer service

Motivational skills

Fluency in English

Strong Excel skills

Ability to work under pressure

Attention to detail

Tools

ERP systems

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?

If so, then this is the diverse role for you, and no two days are the same!

Please note that this role is based fully on-site at our Global HQ in Worthing.

What You'll Be Doing:

• Driving the day-to-day operation to ensure all orders are shipped on time and all customer queries are handled promptly
• Leading a team of Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
• Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
• Develop communication and change management plans so your team are fully informed about new products and business initiatives
• Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
• Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
• Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
• Support the Customer Service Director with the implementation and global rollout of the new CRM system and omnichannel platform

What Experience Do You Need:

• Strong Customer service (senior profile) experience required (3 years minimum)
• Motivational skills and ability to supervise and lead a team
• Fluency in English
• Able to work well under pressure
• Able to work on own initiative, self-starter and as part of a team
• Ability to work to tight deadlines with accuracy and detail
• Strong Excel skills
• Experience dealing with imported goods
• Proven track record in a customer service role in medical devices
• Knowledge of ERP systems
• Knowledge of Data protection, Cyber security, and anti-money laundering policies

What We Can Offer You:

• Private healthcare
• Wellbeing allowance
• Annual programme of fun events
• Enhanced maternity & paternity leave