Customer Support Team Lead - Diagnostics & Client Success

Randox Laboratories; United Kingdom; Remote; GBP 28,000 - 36,000; Full time

Job summary

Randox Health is seeking a Customer Support Team Lead at our HQ on Diamond Road, Crumlin. You will assist Customer Support Advisors, help run the department day-to-day and ensure high-quality service to clients.

The role requires strong communication, prior customer service experience, UK work rights, and a full UK driving licence with access to a car. Working hours are 40 per week, Mon-Fri, with some weekend flexibility.

Qualifications

• Previous experience in a customer service role.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Right to work in the UK without visa sponsorship.
• Full UK driving licence and access to a car.

Responsibilities

• Assist Customer Support Advisors with customer complaints and escalate complex issues.
• Assist the Customer Support Manager with day-to-day running of the department.
• Answer customer complaints and enquiries by phone and email.
• Liaise with other departments to provide accurate information to customers.
• Log all complaints and enquiries on the ticketing system.
• Ensure all customer data is handled according to GDPR requirements.
• Complete KPI reports for the team at the end of each shift.
• Complete staff reviews.
• Respond to customer enquiries via phone, email, or live chat.
• Deliver exceptional customer service by addressing queries effectively.
• Assist with sales by providing information about new and existing products.
• Process payments.
• Analyse customer queries and trends.

Skills

Customer service experience

Verbal and written communication

Customer service skills

Job description

Randox Health is seeking a Customer Support Team Lead at our HQ on Diamond Road, Crumlin. You will assist Customer Support Advisors, help run the department day-to-day and ensure high-quality service to clients.

The role requires strong communication, prior customer service experience, UK work rights, and a full UK driving licence with access to a car. Working hours are 40 per week, Mon-Fri, with some weekend flexibility.