Customer Services and Accounts Support

4 months ago

Hemel Hempstead, United Kingdom i2 Analytical UK Ltd Full time

**Job Title**:
Customer Services & Accounts Support

**Department**:
Customer Services

**Hours**:
37.5 hours per week

**Reports to**:
Group Customer Service Manager

**Direct Reports**:
N/A

**Job Purpose**:
Provide and promote excellent customer service within and outside of the organisation, ensuring that service standards are being met whilst supervising the customer service team.

**Role Accountabilities and Main Duties**:
Accounts
- Manage all invoice queries with the customer and accounts team. Upload these to the invoice query tracker
- Ensure all completed jobs are invoiced by comparing to SAGE.
- Monitor credit note trends to see where processes can be reviewed to reduce these.
- Collate and share data where required to the wider team for review
- Manage the i2accounts & i2 invoicing inboxes

Customer Services
- Support the Customer Services Team and the Sales & BD Teams with the on boarding of new clients and continued delivery of the customer service experience.
- Input and manage customer information into LIMS
- Working closely with sample reception teams to ensure timely scheduling of work in line with client requirements
- Provide first point contact resolution to client queries where possible, or appropriately manage internal resources to resolve problems
- Manage subcontract laboratory services when needed
- Liaise appropriately with the analytical teams to successfully deliver customer projects
- Generation of outgoing customer receipts and reports
- Assign costs and generate invoice information
- Accurate reporting of client information within the team as required
- Work with the CS team including GCSM as part of a continual improvement process
- Delivery of the highest level of customer service and building strong relationships (internally and externally), ensuring that our customers do not want to look elsewhere for their service.
- Develop and maintain a strong, confident and professional relationship with customers to ensure that they are receiving an exemplary service.
- Dealing with customer queries and complaints through company procedures to ensure maximised communication with the customer, until a satisfactory outcome is achieved.
- To work independently to deliver defined targets against a portfolio of clients.

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

**Person Specification**:
Essential:

- Positive attitude towards change.
- Impeccable written and verbal communication ability.
- Strong prioritisation and organisational skills.
- Excellent telephone manner and customer services skills.
- Experience in a customer facing role.
- Close attention to detail.
- Adaptable and flexible in their approach to work.
- Good IT skills (Microsoft based products; Office 365, Excel and Word).
- Accurate data entry skills and highly numerate.
- Adaptability to use various in-house systems and processes.

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