Client services manager
Kenton Black is a recruitment partner to a scientific laboratory based in Slough who are looking for a client services/customer services manager to join their team.
Key Responsibilities:
Respond to customer queries efficiently within 24 hours.
Ensure all customer contracts and service level agreements are consistently met.
Maintain reporting turnaround times are up to company standards
Oversee recruitment, management, and performance of staff.
Develop and motivate the customer services and sample receipt teams, setting clear KPIs and fostering a culture of accountability and customer satisfaction.
Continuously improve team structures and processes to enhance efficiency and support growth.
Ensure timely subcontracting and dispatch of samples to appropriate laboratories.
Ideal Candidate:
Excellent verbal and written communication skills, confident in interacting with external bodies and explaining technical details in a customer-friendly manner.
Experienced in customer service functions and managing client SLAs.
Quick to grasp technical concepts.
Proficient in IT, with experience in LIMS, databases, and Microsoft Office (Excel, Word, PowerPoint).
Knowledgeable of ISO17025 and UKAS requirements is desired
Motivational team player with an open, honest, and approachable demeanor.
Capable of working within set targets and managing expectations.
Strong awareness of health and safety practices.