Customer Service Section Head

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

Are you interested in Science and keen to pursue a career where you can make a meaningful impact? With a background in warehouse/production environment, you will work along side our technicians to support with the preparation and logging of samples and general housekeeping.

Step Into the Role

Role Accountabilities and Main Duties:

• Lead the day-to-day Customer Services function, ensuring high service standards, customer satisfaction and effective issue resolution.
• Develop and maintain strong customer relationships, supporting customer retention, review meetings and new customer onboarding.
• Manage customer feedback programmes, including NPS and Institute of Customer Service activities, using insights to drive continuous improvement.
• Ensure customers are kept informed of service progress, delays and resolutions.
• Act as the main escalation point for customer queries, complaints and service issues.

Operational Coordination

• Coordinate activities between Customer Services, Laboratory Operations, Logistics and other business functions to ensure customer requirements and turnaround times are achieved.
• Manage the GSG logistics contract, monitoring service performance and identifying opportunities for improvement.
• Oversee contract review, workflow tracking and reporting activities, ensuring compliance with company procedures and quality requirements.
• Supervise, support and develop Customer Service Advisors through effective workload management, coaching, training and performance discussions.
• Support recruitment, onboarding and the development of a positive, high-performing team culture.
• Quality, Compliance & Continuous Improvement
• Ensure compliance with relevant quality, accreditation and regulatory requirements.
• Support audits, training compliance and the implementation of process and service improvements to enhance operational efficiency and customer experience.
• Encourage all staff to be responsible for their own training records and ensure these are kept up to date.

General Responsibilities

• Provide departmental performance information and updates to the Head of Operations.
• Manage departmental purchasing activities, including stationery and company Amazon accounts.
• Support Finance with credit control and debt collection activities while maintaining positive customer relationships.
• Act as an ambassador for the company's values and culture and undertake any other duties commensurate with the level of the role.

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

Our Offer

Hemel (free onsite parking)

37.5 hours Mon-Fri

Company benefits include…

• Pension
• Enhanced parental leave

Your profile

Experience required:

• Achievement of customer service and turnaround time targets.
• Customer satisfaction and complaint resolution performance.
• Accuracy and timeliness of contract reviews and reporting activities.
• Retention and development of customer relationships.
• Team productivity and service quality.
• Compliance with quality, accreditation and regulatory requirements.
• Successful completion of audit actions and continuous improvement initiatives.
• Employee engagement and development within the Customer Services team.

Your New Workplace

Normec i2 FAST is a scientifically founded and led laboratory.

Launched in 2019, Normec i2 FAST provides pesticides, microbiology, contaminants, and nutritional testing for the food and allied industries.

The Normec i2 FAST food testing laboratory is conceived by experienced chemists and microbiologists. The laboratory realises ultra-efficient process flow and utilises newest technologies to satisfy demanding food industry requirements and comply with changing food legislation.

A similarly smart custom-programmed Data Management System delivers streamlined samples processing and data management.

About Normec

i2 Fast is part of Normec, a leading organization in the Testing, Inspection, Certification, and Compliance (TICC) industry. Our expertise covers essential areas such as water, air, and soil quality, fire safety, and food safety, ensuring the highest standards of quality and safety across various sectors. Founded in 2016, Normec is an ambitious, independent, and fast-growing organization with approximately 6,500 colleagues.

We offer our colleagues the opportunity to actively contribute to our mission while simultaneously developing their own careers within a dynamic and rapidly growing organization. Together, we work on impactful solutions for our clients and on a sustainable future. The culture within Normec is informal, open, energetic, and entrepreneurial, and is anchored in our GROWTH principles. Through our The Normec Fit program, which brings these principles to life, we ensure that not only our company grows, but also everyone who is part of it.

Job type Permanent

Join Us

Who we are

At Normec, we share one ambition: making the world safer, healthier and more sustainable.
Our culture is shaped by trust, respect, and a commitment to doing meaningful work together. We believe growth isn’t defined by size. It’s defined by people.
...

Window of Opportunities

Today, we have over 5,000 motivated employees working to improve our clients' organisations every day. We are the proud employer of professionals with years of experience in and knowledge of the industry in which they operate.

Knowledgeable. Enterprising. Ambitious. Diligent. Traits that are recognizable among the more than 5,000 Normec employees. We have a love of science and legislation but also always recognize a window of opportunities. Opportunities for our clients and our employees