Client Services Manager

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Client Services ManagerFull-timeCompany DescriptionEurofins 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.If you want to continue to help make our world a safer and healthier place, then apply for the role below and become a part of the extraordinary Eurofins network.Job DescriptionUnfortunately, we are unable to offer visa sponsorship for this role.Working hours are Monday - Friday, 09:00 - 17:00As 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.Job ResponsibilitiesManage all customer contact touch-points (email, phone etc) and ensure single point of contact created for all customers.To carry out regular client reviews, to 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 & trends to help determine future sales and marketing campaigns to support business growth.To produce and monitor KPIs relating to customer service.To prepare and update quotations for existing customers.To assist with sales and identification of customers’ needs and recommendation of testing requirementsTo manage all client services documentation and ensure they are up to date.To participate in effective communication on quality issues, compliments and complaints in line with ISO 15189.Help on-board customers and work with Laboratory Manager and IT team to achieve this.Conduct pricing reviews and updating the pricing for customers.Oversee all aspect of customer service experience to create and improve standard operating procedures (SOPs) to ensure quality customer service.To follow up on sample status, reporting and interpretation of results.QualificationsExperience in managing 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 oralExcellent leadership and interpersonal skillsProblem Solving skills.High level of attention to detailTo be able to communicate highly technical material to different levels within the business and to gain the confidence of the client.Ability to delegate tasks to staff.Accurate record keeper.Additional InformationBenefitsAt Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.As a Eurofins employee you will benefit from:Enhanced Annual Leave EntitlementCompany Pension PlanLife Assurance Scheme (4 times annual salary)Enhanced Maternity, Adoption and Paternity SchemesEmployee...