Customer Services Manager (18 Months FTC)

Mediq UK

Hemington

On-site

GBP 50,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Car Allowance

25 days holiday plus bank holidays

4x Life Assurance

Pension scheme

Sick Pay

Cycle to work scheme

Employee Assistance Programme

Job summary

Mediq UK is recruiting a Customer Services Manager on an 18 month fixed term contract to lead a UK team from our Castle Donington HQ. The role drives first-class service, develops the customer service function, and collaborates closely with stakeholders across the business to deliver efficient outcomes for UK healthcare customers.

You will manage and develop Customer Service Managers and Advisors, set KPI targets, implement SLA processes, and report monthly on performance to the National

Qualifications

Experience in managing teams in a fast-paced environment.
Ability to train, lead and develop Customer Services Managers and Advisors.
Strong administration and organisation skills; effective stakeholder engagement.
Proven ability to drive customer experience and process improvements.

Responsibilities

Provide training, leadership, and guidance to the Customer Service teams to ensure high performance.
Lead, manage and monitor operational teams and processes while meeting compliance standards.
Lead and drive department performance and customer experience improvements.
Establish customer service policies and procedures aligned with objectives and values.

Skills

Team leadership

Customer service

KPI management

Process improvement

Stakeholder management

Communication

Organisational skills

Digital customer service

Tools

CRM systems

Customer service software

Job description

Customer Services Manager (18 Month Fixed Term Contract)

Mediq is the UK’s leading value-added distributor of medical products, providing healthcare professionals and institutions with essential supplies, expert knowledge, and tailored solutions to enhance patient care. Mediq is an international healthcare company with leading market positions in 13 countries. Headquartered just outside Utrecht, the Netherlands, we employ more than 2,500 people, all dedicated to improving healthcare outcomes and making care more accessible and affordable. As a critical growth and investment market for the Mediq Group, Mediq UK plays a key role in the company’s long-term expansion strategy.

Due to continued growth, Mediq UK is now recruiting for a Customer Services Manager on an 18 month fixed term contract at our HQ in Castle Donington.

The UK Customer Services Manager will deliver a first-class service to our customers throughout the customer service process, utilising, enhancing, and developing the expertise of their team of Customer Service Managers and Advisors.

The role will involve direct line management of a team of Customer Services Managers across the UK, and close interaction with the wider customer services teams. In addition you will manage and continually improve the Customer Services experience for Mediq Healthcare UK Limited customers to ensure we deliver the right and the most efficient outcomes to healthcare in the UK by providing products, services and solutions.

There will be a requirement for travel to our Manchester site.

Salary - £50,000 - £60,000 plus Car Allowance

Leadership

Key Responsibilities:

Provide training, leadership, and guidance to the Customer Service teams within the business to ensure high performance.
Lead, manage and monitor operational teams and processes whilst meeting compliance standards and expectations.
Lead, promote, and drive the department performance and customer experience.
Establish customer services policies and procedures fit for delivery against business objectives and values.

Performance

Set clear KPI’s in agreement with the National Operations Director
Create, implement, and promote the SLA process to ensure compliance within teams and understanding by Customers.
Ensure the team meets its targets and goals, and drive change where needed to improve efficiency.
Set customer satisfaction targets and work with the team to meet and exceed targets consistently.
Monthly and ad-hoc reporting of agreed KPI’s to the National Operations Director.

Collaboration

Identify, build, and maintain positive internal and external stakeholder relationships.
Promote effective and collaborative cross-departmental work, and relationships within team.

Resource Management

Ensure the department is adequately staffed to deliver exceptional service to our customers through effective workforce planning.
On-boarding and training of new Customer Services Managers
Carry out effective performance reviews with team and ensure development opportunities maximised to retain key team members.
Develop the team by recognising and cultivating talent.

Standards

Set and maintain behavioural standards for team members, aligning with company guidelines.
Lead, Manage, and deliver exceptional Customer Service in line with Company strategy and values.
Carry out regular quality checks to ensure consistently high standards of delivery.

Training

Understand and provide training and coverage for all functions within the Customer Service Teams.
Stay updated and abreast of developments in the Customer Services field.

Innovation

Continue the growth of digital transformation and web applications.
Process improvement, implementation, and growth

What are we looking for?

We are looking for a strong leader with a proven track record in managing a fast paced Customer Services function.

Experience in managing teams in a fast-paced environment.
The ability to remain patient and calm during stressful situations.
The ability to work well under pressure whilst creating a positive working environment for your teams.
Strong administration and organisation skills
Strong people management skills with the ability to motivate and drive high performance.
Proficiency in customer service, call handling, and logistics planning.
The ability to handle customer escalations and deliver effective solutions.
A proactive mindset, with a willingness to suggest process improvements.
Technical knowledge and the ability to convey technical explanations to customers.
Excellent communication skills
Excellent knowledge and experience of working with digital Customer Services systems.
Desirable knowledge of the Customer Services Systems utilised within the core, Mediq UK and 365 healthcare areas of our business.