Customer Service Account Lead

2 weeks ago

Weybridge, United Kingdom Clinigen Full time

We are seeking an Account Lead to lead the development and performance management of our France & Benelux customer service team in delivering a world class service whilst acting as a senior point of escalation on customer and compliance driven KPIs.

Key Responsibilities:

  • Direct responsibility for the leadership and development of the account executive and senior account executive teams
  • Mentor and monitor that your team adhere to set regulatory and legislative standards and Clinigen processes whilst processing orders and enquiries
  • Oversee, and when required to benefit service level requirements, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time and within set SLA
  • Encourage recommendations on improvements or refinements with a collaborative and value-added approach and assist with driving the improvement through to completion where applicable on any programs and product orders
  • Be available for all queries, complaints and escalation points and ensure that the programs do not operate out of client scope or outside of the agreed process. Escalate to Program Manager/Customer Service Regional Manager accordingly
  • Log and investigate any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.) and own the completion of the records within the set timeframe
  • Provide a professional and polished competitive service to customers and develop your team to do likewise, following up any queries and confirming customer satisfaction
  • Achievement of individual, team and where relevant, project specific KPIs (regular assessment and refinement where required)
  • Understanding Clinigen’s reporting capabilities (Power Bi or equivalent) to own the reporting of your regional KPI’s and the ability to present your regional data
  • Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA
  • Make outbound calls to our customers to support strategic projects or for business requirement
  • Ability to de-escalate calls and emails in an effective manner and know when to escalate to Team Lead for resolution support. Act as an escalation point for less experienced team members
  • Build long-term and ongoing external customer relationships through effective communication and interpersonal skills
  • Ensure effective long-term working relationships with all internal customers and support functions within the business to aid customer management
  • Collaborate with internal Clinigen Teams to ensure the customer’s account is compliant and created according to their needs i.e., online access

Requirements

  • Demonstrable level of experience in a Customer Service, Sales or Account Management environment
  • Be able to evidence a heightened sense of commercial & business awareness and an understanding of how to apply this within the regional team
  • Previous experience in managing, training and coaching a team to higher standard of competence and performance levels is essential for this position
  • Fluent Language ability (both written and verbal) for assigned region. Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
  • Excellent verbal and written communication skills
  • Experience in using Microsoft packages and CRM systems

Benefits

  • 27 days holiday plus 8 bank holidays
  • Pension contributions 4.5% matched
  • Yearly Bonus
  • Life assurance 4 x annual salary
  • Flexible Benefits Platform with £25/month Company contribution
  • Annual salary review
  • Independent financial advice service
  • Enhanced Employee Assistance Programme
  • Shopping discounts with retailers
  • Long service awards
  • Recognition scheme & employee of the year awards

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