Customer Service Manager in Cambridge

OGT is a leading global provider of clinical and diagnostic genomic solutions. We believe in creating products and partnerships that enable clinicians to deliver personalised healthcare to patients and that empower clinical researchers to develop the next generation of precision medicines.

An opportunity has arisen in our Customer Service team for a highly motivated and experienced Customer Service Manager to lead our team in delivering exceptional service and a strategic vision for customer satisfaction. This is a critical role within the organisation, responsible for shaping the customer journey and ensuring we consistently exceed expectations. We are looking for a strategic thinker with a passion for customer advocacy and a proven track record of leading high-performing teams through a period of rapid change, whilst ensuring that all tasks are compliant with established processes and procedures.

What you'll be doing for us:

• Oversight of daily Customer Service operations:

• Strategic leadership: Develop and implement the customer service strategy aligned with the company's overall business objectives. This includes defining key performance indicators (KPIs), setting service standards, and identifying opportunities for continuous improvement.
• Team management and development: Lead, coach, and mentor a team of customer service professionals. Foster a positive and collaborative work environment, empowering team members to deliver exceptional service. Conduct regular performance reviews, identify training needs, and create development plans.
• Operational excellence: Oversee daily customer service operations, ensuring efficient and effective handling of enquiries, complaints, and resolutions. Monitor performance metrics, identify trends, and implement process improvements to optimise service delivery.
• Customer advocacy: Champion the voice of the customer within the organisation. Proactively gather customer feedback, analyse data, and identify areas where we can improve the customer experience. Work cross-functionally with other departments to address customer pain points and drive customer-centric initiatives.
• Relationship management: Build and maintain strong relationships with key stakeholders, including customers, internal teams, and vendors. Represent the customer service team effectively and collaborate with other departments to ensure a seamless customer journey.
• Technology and innovation: Identify and implement new technologies and tools to enhance customer service delivery and improve efficiency. Stay up-to-date on industry best practices and emerging trends in customer service.
• Reporting and analysis: Provide regular reports on customer service performance, including key metrics, trends, and insights. Analyse data to identify opportunities for improvement and make data-driven decisions.

What we are looking for in you:

• Essential:

• Proven experience (5 years) in customer service, with a focus on strategy and change management.
• Strong leadership and team management skills, with a demonstrated ability to motivate and develop high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Data-driven and analytical, with experience in using data to identify trends and drive improvements.
• A passion for delivering exceptional customer experiences and a customer-centric mindset.
• Strong organisational and time management skills.

• Bachelor's degree in business administration, or a related field preferred.
• Familiarity with relevant regulations and standards related to chemical safety, hazardous materials, and material compliance.
• Experience working with electronic Quality Management Systems (eQMS), particularly in the context of creating and managing technical documentation.
• Dangerous goods trained.

In return you'll receive:

• Competitive salary
• Pension Scheme (10% non-contributory)
• Private Health Insurance
• Private Dental Insurance
• Group Income Protection
• Group Life Assurance
• 25 days holiday plus UK bank holidays
• High Street Discount Scheme

Application is via CV & a one-page covering letter outlining your suitability for the role, salary expectations and notice period. Please note that we will need to establish your right to work during the recruitment process.