At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service in healthcare.
- Company: Join Mediq, a leading international healthcare distributor with a mission to enhance patient care.
- Benefits: Enjoy 25 days holiday, car allowance, and a supportive work environment.
- Other info: Opportunity for growth and innovation in a collaborative workplace.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Proven experience in managing fast-paced customer service teams.
The predicted salary is between 50000 - 60000 £ per year.
- Customer Services Manager (18 Months FTC)
- Make the difference
- Customer Services Manager (18 Month Fixed Term Contract)
Mediq is the UK's leading value-added distributor of medical products, providing healthcare professionals and institutions with essential supplies, expert knowledge, and tailored solutions to enhance patient care.
Mediq is an international healthcare company with leading market positions in 13 countries.
Headquartered just outside Utrecht, the Netherlands, we employ more than 2,500 people, all dedicated to improving healthcare outcomes and making care more accessible and affordable.
As a critical growth and investment market for the Mediq Group, Mediq UK plays a key role in the company's long-term expansion strategy.
Due to continued growth, Mediq UK is now recruiting for a Customer Services Manager on a 18 month fixed term contract at our HQ in Castle Donington.
The UK Customer Services Manager will deliver a first-class service to our customers throughout the customer service process, utilising, enhancing, and developing the expertise of their team of Customer Service Managers and Advisors.
The role will involve direct line management of a team of Customer Services Managers across the UK, and close interaction with the wider customer services teams.
In addition you will manage and continually improve the Customer Services experience for Mediq Healthcare UK Limited customers to ensure we deliver the right and the most efficient outcomes to healthcare in the UK by providing products, services and solutions.
There will be a requirement for travel to our Manchester site.
Salary - £50,000 - £60,000 plus Car Allowance
Key Responsibilities
- Provide training, leadership, and guidance to the Customer Service teams within the business to ensure high performance.
- Lead, manage and monitor operational teams and processes whilst meeting compliance standards and expectations.
- Lead, promote, and drive the department performance and customer experience.
- Establish customer services policies and procedures fit for delivery against business objectives and values.
- Performance
- Set clear KPI's in agreement with the National Operations Director
- Create, implement, and promote the SLA process to ensure compliance within teams and understanding by Customers.
- Ensure the team meets its targets and goals, and drive change where needed to improve efficiency.
- Set customer satisfaction targets and work with the team to meet and exceed targets consistently.
- Monthly and ad-hoc reporting of agreed KPI's to the National Operations Director.
- Collaboration
- Identify, build, and maintain positive internal and external stakeholder relationships.
- Promote effective and collaborative cross-departmental work, and relationships within team.
- Resource Management
- Ensure the department is adequately staffed to deliver exceptional service to our customers through effective workforce planning.
- On-boarding and training of new Customer Services Managers
- Carry out effective performance reviews with team and ensure development opportunities maximised to retain key team members.
- Develop the team by recognising and cultivating talent.
- Standards
- Set and maintain behavioural standards for team members, aligning with company guidelines.
- Lead, Manage, and deliver exceptional Customer Service in line with Company strategy and values.
- Carry out regular quality checks to ensure consistently high standards of delivery.
- Training
- Understand and provide training and coverage for all functions within the Customer Service Teams.
- Stay updated and abreast of developments in the Customer Services field.
- Innovation
- Continue the growth of digital transformation and web applications.
- Process improvement, implementation, and growth
What are we looking for?
We are looking for a strong leader with a proven track record in managing a fast paced Customer Services function.
- Experience in managing teams in a fast-paced environment.
- The ability to remain patient and calm during stressful situations.
- The ability to work well under pressure whilst creating a positive working environment for your teams.
- Strong administration and organisation skills
- Strong people management skills with the ability to motivate and drive high performance.
- Proficiency in customer service, call handling, and logistics planning.
- The ability to handle customer escalations and deliver effective solutions.
- A proactive mindset, with a willingness to suggest process improvements.
- Technical knowledge and the ability to convey technical explanations to customers.
- Excellent communication skills
- Excellent knowledge and experience of working with digital Customer Services systems.
- Desirable knowledge of the Customer Services Systems utilised within the core, Mediq UK and 365 healthcare areas of our business.
Benefits
- 25 days holiday plus bank holidays
- Car Allowance
- 4x Life Assurance
- Pension scheme
- Sick Pay
- Cycle to work scheme
- Employee Assistance Programme
Please note that this job description is not exhaustive and additional duties may be assigned as needed.
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Customer Services Manager (18 Months FTC) employer: Mediq
Mediq UK is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where teamwork and professionalism thrive. As a Class 2 Driver, you will enjoy a competitive salary, consistent hours, and the opportunity to contribute to the vital healthcare sector, all while working in a dynamic environment that values your skills and dedication. With a focus on employee growth and a commitment to maintaining high standards, Mediq UK ensures that every team member feels valued and empowered in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager (18 Months FTC)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Mediq.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Mediq. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Manager (18 Months FTC)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Mediq.
How to prepare for a job interview at Mediq
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Mediq's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Mediq offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
