Company Description

Eurofins Scientific is a leading international group of laboratories with over EUR 3.5 billion annual sales and nearly 61,000 employees with a network of 900 laboratories in over 60 countries.  Eurofins has a network of over 30sites in the UK and the Group provides an unparalleled range of over 100,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments.

The Civil Law Cluster (CLC) offers a complete collection & analytical service to many different industries for pre-employment, random and ‘for cause’ workplace testing, plus DNA, toxicology and Alcohol monitoring   to Family Law cases, using toxicological expertise to interpret results and provide reports to customers.

Our Vision: The leading provider of alcohol & drug testing across the UK&I.

Being the trusted partner to government institutions, corporations, SME’s & legal services companies to provide Drug, Alcohol, toxicology and DNA testing services to meet legislation, social and regulated standards to enhance safety and wellbeing in the workplace, institutions and family life.

Eurofins CLC is part of Eurofins Forensic Services (EFS) was created as a discrete business within the Eurofins group. EFS employs nearly 700 staff across 7 sites in the UK and is the market leader for the provision of forensic services to the Police forces of England and Wales, as well as other commercial organisations and public sector bodies and is the largest private forensic service provider in Europe. All of our forensic analytical services are accredited to the ISO17025 international quality standard and are subject to regular review and scrutiny by the United Kingdom Accreditation Service (UKAS).  

Job Description

Location: Tamworth (EFS Midlands) UK

Contract: Permanent

Salary: Competitive 

Hours: 37.5 hours per week full-time (Monday to Friday)

The Role

The Customer Services Manager’s primary responsibility will be to enhance customer service, planning and implementing strategies for the development and delivery of our quote to cash process & tools in alignment with the Business Line strategy in Eurofins- Civil law Cluster.

The ideal candidate will be required to communicate well within the team and manage the performance of the team, you will prioritise tasks as well as providing support to the team. In addition, the ideal candidate will be able to demonstrate an understanding of the customers. This role will require you to act as an interface between customers, the customer service team, Collection Network, Labs and the commercial teams, to provide an efficient, professional service.

Key Responsibilities and Accountabilities

• People Management – Operation of and continued development of a positive, motivational culture and system of management for the customer service team
• Process Improvement – Optimisation of all customer service processes.
• Resource Management – Optimise use of resources, both human and ICT, to ensure a best- in-class customer experience.
• Setting up and managing KPI’s for the customer service team
• Briefing the team on productivity
• Managing the performance of the team and ensure procedures are being followed.
• Dealing with any customer escalations to support the team.
• Support the team and provide assistance with their duties:
  • Dealing with a high levels of customer requests for via email/telephone
  • Arranging testing appointments at various locations across England
  • Providing customers with booking confirmation, appointment instructions and directions in a timely and professional manner
  • Preparing worklists and liaising with internal and external stakeholders to confirm upcoming appointments and schedules.
  • Dealing with customer who are awaiting results.
  • Accessing company database for results, if results are not uploaded then liaising with the lab team for test updates and expected results times.
  • Manage & Track sample from the collection network to the internal and external Labs in the network.
  • Manage customer orders & invoicing to customers.
• Develop and maintain Customer quote to cash process.
• CRM process development
• Utilise lean principles to enhance customer service and User experience. 
• Build BI and reporting capabilities to guide each business area and improve decision making. 

Qualifications

The Ideal Candidate

Knowledge, Experience and Technical Skills

• Recent Customer Service Team Leader experience
• Working under pressure and using initiative is going to be very important.
• Competent with use of office equipment and software (Microsoft Office, particularly MS Word, Excel, and Outlook, CRM MS Dynamics, Power BI. Google sheets.)
• Customer Focus, Quality, Competence, Team Spirit, and Integrity
• High level of attention to detail.

Additional Information

Company Benefits

In return for your hard work and loyal service, we will offer you a competitive salary, and a selection of employee benefits via our flexible benefits menu which includes cycle to work, give as you earn, buy and sell holiday. In addition, we also offer the following:

• Life Assurance (3 times annual salary)
• Scottish Widows Company Pension Plan
• 25 days annual leave plus bank holidays
• Employee Service Recognition Awards in line with work anniversary  
• Perkbox membership providing access to discount vouchers and wellness hub
• Learning and study support
• Employee Assistance Programme
• Health Cash Plan membership
• Enhanced company sick pay scheme
• Refer a friend scheme
• Subscription to mental wellbeing support

Important Notice for Candidates

Due to the highly sensitive nature of the work we undertake on-site, applicants should note that security clearance may be required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV3 and SC), as such any criminal convictions may prevent you from gaining security clearance.

In addition, they may be required to undertake drug and alcohol testing prior to commencing employment. 

The organisation treats personal data collected during the recruitment process in accordance with its data protection policy.  Information about how your data is used and the basis for processing your data is provided in the organisations applicant privacy notice.

Find out more in our Eurofins career page: https://careers.eurofins.com/