Client Services Manager

Responsibilities

• Act as the primary interface for customers to drive retention through superior service.
• Lead and manage a team of customer service representatives, including conducting regular 1-2-1s.
• Manage all customer contact touch-points and ensure a single point of contact is established.
• Conduct regular client reviews to monitor utilization, spend, and payment performance.
• Produce and monitor KPIs related to customer service quality.
• Prepare and update quotations for existing customers and assist with identifying new testing requirements.
• Oversee the creation and improvement of Standard Operating Procedures (SOPs) for customer service.
• Collaborate with Sales, Marketing, Laboratory, and IT teams to support business growth and customer onboarding.
• Manage client services documentation and participate in communication regarding quality issues or complaints in line with ISO 15189.

Requirements

• Proven experience managing a team of client-facing support staff.
• Strong people management and leadership skills.
• Proficiency with CRM and client management systems.
• Excellent technical communication skills, with the ability to convey complex material to various stakeholders.
• Strong computer literacy and accurate record-keeping abilities.
• Demonstrated ability to delegate tasks effectively.
• High level of attention to detail and strong problem-solving skills.

Benefits

• Enhanced Annual Leave Entitlement.
• Company Pension Plan and Life Assurance Scheme (4 times annual salary).
• Enhanced Maternity, Adoption, and Paternity Schemes.
• Employee Assistance Programme (24/7 confidential).
• Health Cash Plan and various Health and Wellbeing Programmes.
• Free parking and worldwide career opportunities.
• Recognition programs for long service and special life events.

About the Company

Eurofins Scientific is an international life sciences company providing a unique range of analytical testing services to clients across multiple industries. We work to make life and our environment safer, healthier, and more sustainable by ensuring products are safe, ingredients are authentic, and labeling is accurate. We are an equal opportunity employer and an armed forces-friendly workplace.