Customer Services Team Leader

**By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne, and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.**

Continued expansion of the business means growth in the Customer Services department, and to support this growth Bio-Techne is excited to be launching a new division of Customer Services in our Bristol site.

This role will be the first Customer Service Team Leader in Bristol, leading three brand-new Customer Service Advisors and sitting right next to our cutting edge laboratories where we make a wide variety of scientific molecules.

**Position Summary**:
This critical position will hold responsibility for supporting the management of the customer service team within the business from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to provide cutting edge customer service to the external customers and internal teams. They will have a passion for people and delivering great service in a busy environment.

**Key Responsibilities**:
**Customer Service**

The customer is central to our business and this key communication position is responsible for the provision of services within the company at any point of customer interaction to ensure that our service exceeds the expectation and needs of our customer. A passion for delivering the highest level of customer service is required and within the business to drive excellence. This cannot be emphasised enough that the core purpose is to address the level of service offered.

**Performance**

This key position is to monitor and analyse the current system of services to ensure they are effective and match the strategies to improve both the level of service and efficiencies within the business. This will include maximizing the customer experience and improving the flow communication in the business to ensure we deliver. The methods of communications are to be analysed and monitored to ensure the team is reaching the desired standard of response in the desired time frame.

**Team Building**

The Customer Service Team Leader will be expected to coach, inspire, support and motivate the team members, driving high performance and encourage engagement with the customer. Be passionate about providing the best possible service hence motivating and driving the team’s performance to succeed.

**Communication**

**Supervision**

This position is responsible for ensuring regular reviews with each team member for performance and progress to identify training needs and boost team morale. The focus is to build trust and advocacy amongst teams and so reflecting in the offer of quality service to the customer.

**Measures**

The Customer Service team leader will be responsible for continuous improvement plans that support the quality measures and KPI’s for the department set by the Customer Services Manager.

**Initiatives**

The Customer Service Team Leader will be expected to join and support focus teams on various initiatives to help form a cohesive team approach and view to all Company strategies to ensure everything is considered in their approach.

**Education and Experience**:

- Demonstrable experience as a customer service focused professional.
- Demonstrable Supervisory/management experience essential
- GCSE’s in English and Maths
- Demonstrable experience with customer communications.
- Demonstrable experience for training and coaching experience.

**Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.