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:

Leadership: 

• 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.