Customer Service Manager

Location: Leeds ICD

We have an exciting opportunity for a Customer Service Manager to join our existing team at Head Office in Leeds.
The successful candidate will need to have a minimum of 2 years’ experience managing a customer service team withing a manufacturing environment. Ensuring the team deliver an excellent and efficient service to all customers – both internal and external.

The Role:

This role will oversee team performance, drive continuous improvement, and ensure the delivery of an efficient, high-quality service to both internal and external customers. Acting as the face of Customer Service for Clinical Services support, the successful candidate will build strong cross-functional relationships across Production, Procurement, Logistics, Sales, and Clinical teams to ensure seamless communication and rapid resolution of queries and complaints.
Responsibilities:
 
* Manage, mentor and coach the Customer Service Team (through the Team Leaders) to ensure that team members have regular appraisals.
 
* identify training needs, manage performance improvements and ensure all training is completed
 
* create processes which enable efficient communication between Customer Service and Production, Procurement and Logistics of important information
 
* develop and build relationships between Customer Service and the wider business, including Clinical Services and Sales
 
* represent the Customer Service department at required business meetings
 
* Any other duties as required for this position.
What we are looking for:
 
* Effective communication and time-management skills are essential.
 
* A degree or HND in Management (or similar), or a background in the healthcare sector are desirable with strong literacy and numeracy skills.
 
* Previous experience with process improvement, prioritisation, and organisational abilities to develop and provide business reports.
 
* Data-driven mindset with experience using and creating KPI’s
 
* Experience supporting ISO 9001 or regulated manufacturing environments
 
* Experience with RCA tools & CAPA processes
 
* Experience working cross-functionally with production, quality, engineering, and logistics to resolve complaints and queries quickly and efficiently.
What we offer in return:
 
* Competitive salary
 
* Incremental holiday allowance (rising with service)
 
* Free parking
 
* Car allowance or company vehicle
 
* Canteen onsite
 
* Employee discount platform
 
* Employee Assistance Programs
 
* Qualification support
 
* Flexible working
 
* Refer a friend incentive
 
* Cycle2work scheme
 
* Subscription and registration fees paid e.g. HCPC
 
* Continuous professional development plans with internal and external training and courses available