Customer Services Manager

  • Job Reference: 00003658-1
  • Date Posted: 11 May 2022
  • Recruiter: Sci-Tech Laboratories
  • Location: Craven Arms, Shropshire
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description


Job Description

Job Title: Customer Services Manager    


To be responsible for achieving the highest level of Customer Service to the customers of Sci-Tech Laboratories by managing the tasks and the people involved in the receipt of samples and general administration jobs within the department. Liaise with customers on queries and complaints, while liaising with site Team to ensure schedules are correct and communicate effectively with management and customers.


•            To line manage all the Customer Services and Admin staff

•            To be the point of contact, for all staff related issues in the department.  To motivate the team and ensure all employees work in a professional and respectful manor.

•            Running the weekly department meeting and reporting into the Site Manager.

•            Co-ordinating with the team and the Laboratory

•            Will be involved with the training of employees and make decisions on the competence of employees related to Admin and Customer Services methods.

•            This role will be expected to undertake audits that are part of the Quality System audit schedule and should have attended a relevant course on audit techniques.

•            To attend and fully participate in the monthly management meetings.

•            Perform regular check-ins with the top 20 clients

•            Review the Customer Service anomalies monthly and implement actions accordingly.

•            Perform customer reviews and surveys.

•            Work with the Business Development Manager to provide prices to clients for basic testing requests



•            Create a respected and professional on-site senior team, alongside the Site Manager.

•            Constantly strive to create a motivating environment.

•            Create an environment of open and honest feedback, whilst being constantly supportive.

•            Provide solutions to problems and even under challenging situations look to be positive regarding situations.



•            Comply with company ways of working, policies and procedures.

•            Maintain safe, compliant and effective working standards.



•            Constantly review & optimise your ways of working.

•            Share good practice and be prepared to suggest better ways of working.



•            Understand and utilise the structural reporting lines.

•            Report problems in the field effectively and promptly.


Continuous Improvement

•            Use your initiative - be prepared to challenge the status quo.

•            Grasp opportunities to broaden your own horizons and development.

•            Embrace change and seek clarity when required.

Please send a copy of your CV to