Client Services Manager

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

We’re proud to be an armed forces‑friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.

Unfortunately, we are unable to offer visa sponsorship for this role.

Working hours are Monday - Friday, 09:00 - 17:00

As Client Services Manager you will act as an interface for the customer and help to drive customer retention through superior service offering.

You will take responsibility for all customer quoting enquiries and lead team of customer service representatives to quickly, calmly and confidently address customer issues regarding service and delivery.

• Manage all customer contact touch‑points (email, phone etc.) and ensure single point of contact created for all customers.
• Carry out regular client reviews, monitor client utilisation including spend and payment performance.
• Conduct regular 1‑2‑1s with direct reports.
• Work closely with sales and marketing teams, providing customer feedback and trends to help determine future sales and marketing campaigns to support business growth.
• Produce and monitor KPIs relating to customer service.
• Prepare and update quotations for existing customers.
• Assist with sales and identification of customers’ needs and recommend testing requirements.
• Manage all client services documentation and ensure it is up to date.
• Participate in effective communication on quality issues, compliments and complaints in line with ISO 15189.
• Help onboard customers and work with Laboratory Manager and IT team to achieve this.
• Conduct pricing reviews and update pricing for customers.
• Oversee all aspects of customer service experience to create and improve standard operating procedures (SOPs) and ensure quality customer service.
• Follow up on sample status, reporting and interpretation of results.

• Experience in managing a team of client‑facing support staff.
• Understanding of CRM and client management systems.
• Proven experience managing people.
• Computer literate.
• Effective communication skills, both written and oral.
• Excellent leadership and interpersonal skills.
• Problem‑solving skills.
• High level of attention to detail.
• Ability to communicate highly technical material to different levels within the business and gain the confidence of the client.
• Ability to delegate tasks to staff.
• Accurate record keeper.

• Enhanced Annual Leave Entitlement
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health Cash Plan
• Health and Wellbeing Programmes
• Free parking
• Worldwide career opportunities
• Rewards recognising the great work out employees deliver, their dedicated service and celebrating special life events.

Eurofins network of companies believes in strength and innovation through diversity and is an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.