Director, Customer Services

3 weeks ago


Oxford, United Kingdom Oxford Nanopore Technologies Full time

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-longread lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere

We are looking for a highly motivated individual to join the Customer Solutions business unit as Director of Customer Services. To be successful in this role, you'll have passion and a dedication to delivering excellence to ensure the Company fulfils itsobjectives and promises to its customers. You'll be required to manage and maintain a high quality and high-level of non-technical customer service.

This role would suit an individual looking for a challenging senior managerial position in an innovative environment, with the opportunity to work with the customer service teams in a global setting.

Although based at our Oxford headquarters, the post will require international travel around four to five times per year.

The Details...

The main aim of the role will be to lead the customer services teams in the UK, US and Asia Pacific and deliver excellent customer service, through understanding and satisfying the requirements of the customer and key company collaborators.

This role will be responsible for effectively leading the global customer service teams and their continuous improvement to ensure a high standard of customer service is maintained at all times. Coaching and developing the key leadership team and definingstrategic direction and initiatives.

This role will involve the ongoing management and improvement of team KPI's, reviews of performance and taking action to achieve targets. It will also include working with wider teams to produce statistics or other data to determine the level of customerservice Oxford Nanopore is providing and the production of management reports. We also want someone who can write and maintain current standard operating procedures for the department and implement staff training to ensure effective compliance.

What We're Looking For...

We'll expect you to have a strong pedigree of commercial and international roles and be an expert in using CRM and ERP systems, ideally Salesforce and/or associated ticket management platforms. You'll also have an excellent understanding of Microsoft Officeand e-commerce systems, plus experience of having designed Customer Journey improvements and measuring CX. You'll be familiar with a fast paced and technically complex product range, and able to respond to difficult and pressured situations in a calm and organisedmanner.

You'll need to demonstrate strong customer focus, commercial acumen, excellent organisational and people leadership skills as well as a flexible and adaptable approach to problem-solving. You're also a creative thinker with outstanding communication skills,through a variety of media, to effectively influence and engage with the customer and key stakeholders. We'll also expect you to be educated to a higher degree level (Masters or equivalent) and be able to demonstrate a good track record of delivering Changeprogrammes in previous roles.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of whichmake for a wonderful working environment.

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