Laboratory Customer Service Manager

SGS; Cambridge; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Performance related bonus (discretion/

Private medical cover

Generous annual leave

Birthday day off

Enhanced parental pay

Length of Service Awards

Discounted Gym Membership

Job summary

SGS Cambridge Food Division is seeking a Laboratory Customer Service Manager to lead the customer service function onsite five days a week. You will manage the Cambridge team, handle queries and complaints, and work with account management to build strong relationships.

The ideal candidate will have senior customer service experience in a fast-paced food testing environment, a relevant qualification, a UK driving license, and the ability to present to clients and support tenders.

Qualifications

• Senior level customer service experience in a fast-paced environment.
• Experience managing a customer service team and billings/transactions.
• Proven ability to deliver projects and presentations to clients.

Responsibilities

• Lead the Cambridge Customer Service and Operational Admin teams.
• Provide ongoing support to Account Management and key customer accounts.
• Build strong stakeholder relationships and drive customer satisfaction, retention and growth.
• Present to clients and aid the Accounts team with client tenders.

Skills

Customer service leadership

Account management

Presentations

Education

Driving licence (UK)

Qualification in Customer Service or Operational Management

Job description

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 100,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. Our brand promise – when you need to be sure – underscores our commitment to trust, integrity and reliability.

SGS’s Food industry services help ensure food safety, quality, and compliance through testing, inspection, certification, and auditing—supporting businesses across the supply chain from farm to fork.

Job Description

• Job Title:Laboratory Customer Service Manager
• Job Type:Permanent
• Location:Cambridge - role is onsite 5 days per week
• Hours:Monday to Friday 9am to 5pm
• Salary:From £35,000 pa

This role to to manage the Customer Service function within SGS Cambridge Food Division to continue to provide industry leading and customer centric service. Your role will provide leadership for the Cambridge customer service team and provide our customers with professional and responsive service for queries and complaints.

• Provide ongoing support to Account Management and key customer accounts, proactively building strong stakeholder relationships, understanding customer needs, and delivering effective account plans that drive customer satisfaction, retention, and growth
• Lead and manage the Cambridge Customer Service and Operational Admin teams
• Liaise with internal team managers of all departments to ensure client satisfaction
• Presenting to clients and aiding the Accounts team with client tenders

Qualifications

The ideal candidate for this role is someone who has experience in a fast paced customer service senior position within a Food Testing Laboratory. Experienced in managing the customer service team, billings department, dealing with complaints and busy clients.

You will also have the following…

• Qualification within Customer Service or Operational Management - Essential
• Full driving license for use in the UK - Essential
• Experience of delivering projects and presentations
• Customer account management

Additional Information

At SGS, we believe in rewarding our employees for their hard work and commitment. As part of our team, you would be eligible for:

• Performance related bonus (discretionary and subject to eligibility criteria)
• Private medical cover (immediate access)
• Generous Annual Leave allowance (increasing with service) plus bank holidays
• An additional day off for your birthday
• Enhanced maternity/paternity and adoption pay
• Length of Service Awards
• Discounted Gym Membership

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, colour, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.