Customer Service Team Leader

3 weeks ago

Wolverhampton, United Kingdom Eurofins UK Food Testing Full time

Company Description
**Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.**

**Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.**

**Job Description**:
**37.5 Hours per week. Monday - Friday. 9am - 5pm.**

**Purpose Of The Post**:
To effectively manage the day to day workload of a team of customer services representatives to ensure a high level of service is provided to our customers at all times.

**Main Duties**:

- To manage the day
- to-day workload of the CSR’s, to ensure load levelling and effective process management through CRM Case Management and provide optimum service to our customers
- To use and produce management data to assist with this management of volume and also to update the senior team on the performance of the CSR’s
- To effectively manage personnel issues across their customer service team, including performance and absence management
- To manage the CSR’s in ensuring customer enquiries are responded to at first point of contact where this is possible.
- To ensure that process are effective and that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
- Responsible for maintaining a high level of professionalism with colleagues and customer and working to establish a positive rapport in every case
- To ensure the CSR’s are updating customer information in the customer service database during and after each call
- Provide accurate, valid and complete information by using the right methods and tools
- To effectively manage the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system
- To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities
- Delivering customer satisfaction by listening to and exceeding customer expectations
- Provide a high level of internal and external customer care at all times.
- The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager

**Qualifications**:
**Essential**
- Good sound educational background
- Good sound general level of knowledge on Microbiology and chemistry food testing
- Understand of the food testing industry
- Proven track record of customer service within the food testing sector
- Good basic technical knowledge of food microbiology and chemistry testing
- Good communication skills including written skills
- Ability to lead and motivate a team
- Good analytical skills ad the ability to interpret and present data
- Good presentation skills

**Desirable**
- Team management experience
- Experience in the food industry

Additional Information
**Benefits**

**At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.**

**As a Eurofins employee you will benefit from**:

- ** Holiday Purchase and Holiday Sell schemes**:

- ** Heath Cash Plan**:

- ** Enhanced Maternity, Adoption and paternity schemes**:

- ** Life Assurance (4 times annual salary)**:

- ** Company Pension Plan**:

- ** Employee Assistance Programme - 24/7 confidential support.**:

- ** Free car parking**:

- ** Worldwide career opportunities**

**What Happens Next**

**Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team to give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.**

**Application Tips**

**It’s really helpful for our Recruitment Team if you include a full up to date CV, your current location and a contact number so we can talk to you about our exciting opportunities. Please also detail your current Right to Work status in the UK.

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