Customer Services Manager (Contact Centre)

Location: Reading, WFH 2 days/week
Reporting to: Customer Experience Director
Hours: Monday - Friday
Salary: £40,000 - £45,000 + annual bonus

About Healthxchange:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with award-winning brands including Obagi Medical, Medik8, and Jane Iredale to strategically commercialise their products in market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

About the role:

The Customer Services Manager plays a pivotal role in providing strong leadership, coaching, and support to a team of Customer Services Executives. This individual will ensure that the team delivers exceptional service to our customers at all times while adhering to compliance and regulatory requirements. A key aspect of the role involves driving team performance through coaching and training, with a constant focus on improving customer satisfaction and retention.

Responsibilities:

• Ensure a commercial focus within the team, seeking opportunities to grow customer spend, including identifying opportunities and sharing these with our sales teams.
• Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
• Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team.
• Lead by example and positively influence and contribute to team culture.
• Conduct regular one to one meetings with team members to review individual and team performance.
• Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document.
• Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required.
• Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies.
• Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained.
• Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level.
• Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels.
• Manage team member timekeeping and absence in accordance with company policies.
• Handle complaint escalations in line with agreed authorisation levels and coach team members to resolve customer complaints.
• Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business.
• Ensure all team members receive adequate training and support and support with the writing of department Standard Operating Procedures (SOP) and Work Instructions (WI).
• Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.
• Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions.
• Provide support with ad-hoc projects and tasks as required

Requirements:

• Line management experience as a team leader or manager within a customer services/contact centre environment (required)
• Experience working in a regulated environment (Pharma preferred)
• Coaching skills
• Passion for delivering an exceptional customer experience.
• Strong organisational skills.
• Ability to work under pressure in a fast-paced environment.
• Microsoft Office
• CRM experience (Salesforce preferred)

Benefits:

Company pension, annual performance bonus, 25 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, access to Health Assured EAP, Birthday off Perk.

Healthxchange is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer, and we welcome and encourage applications from all qualified individuals regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability status, marital status, or any other legally protected status. All employment decisions are based on merit, qualifications, and business needs.

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