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We're looking for a dynamic Client Services Team Leader who thrives in a technical environment and has a passion for delivering exceptional client service. You'll be someone who can balance the demands of team management with hands-on involvement in complex client relationships, while driving continuous improvement across all service areas.
A background in logistics coordination, shipping/ports industry, OR laboratory and testing protocols essential for this role.
Hybrid - 4 days in the office
Benefits:
- 5% EE with 5% ER pension
- 24 days (rising to 25 in 2024) holidays plus public bank holidays
- Life Assurance - 3x cover
- Group Income Protection - 26 week deferred period, 50% of salary for up to 5 years
- Employee Assistance Program
- Cycle to Work - Flex Self Funded
- Techscheme (White Goods) - Flex Self Funded
- Gym Membership discount vouchers - Flex Self Funded
- Discounts/Perks - Flex Self Funded
- Learning - not work related - Flex Self Funded
About
Our client, a leading international testing and inspection company, is seeking an experienced Client Services Supervisor.
The successful candidate will manage a team of Client Coordinators, overseeing the complete customer journey from initial enquiry through to invoice completion, while maintaining the highest standards of service delivery.
Key Responsibilities
Team Leadership & Management
- Lead and develop a team of 4-6 Client Service Coordinators
- Manage workload distribution and maintain appropriate staffing levels
- Conduct appraisals, training, and performance management
- Act as the primary technical point of contact for complex client queries
Service Delivery Excellence
- Oversee the coordination of laboratory services including sample handling, confirmations, and results delivery
- Monitor key performance indicators to ensure exceptional service standards
- Build and maintain strong relationships with clients and internal stakeholders
- Resolve issues and problems as they arise, working closely with laboratory teams
Business Development & Commercial Focus
- Support production of quotations, tenders, and discount requests
- Drive effective cash collection in liaison with Credit Control
- Maintain up-to-date market intelligence and industry best practices
- Ensure client data quality and system efficiency
Quality & Compliance
- Ensure adherence to strict health, safety, and environmental guidelines
- Maintain company quality systems across the entire team
- Drive process improvements and system enhancements
- Champion change initiatives
Essential Requirements
Experience & Qualifications
- Degree level qualification (or equivalent experience)
- Proven people management / Supervisory experience
- Experience in contract and commercial agreements
- Background in logistics coordination, shipping/ports industry, OR laboratory and testing protocols
