Head of Customer Services - Environmental Testing

Dependent on experience
17 May 2018
14 Jun 2018
Eve Hegarty
Contract Type
Full Time
We have a newly created opportunity available for a Head of Customer Services to join a growing contract testing company based in the Central Manchester area. Our client are a diverse, science led company, focussing on delivering expertise across the pharmaceutical, biotechnology, food and environmental sectors (among others).

As the Head of Customer Services you will be responsible for ensuring the customer service teams operate efficiently and deliver an excellent customer experience to all clients across the Analytical Development Services Division. You will provide effective leadership and development within the division in order to continually improve the customer service experience. The role will have direct line management responsibility for the Customer Service Managers.

We are looking for candidates with some of the following skills and experience: Customer services, line management, leadership, laboratory services, analytical services, analytical development, sample processing, sample management, contract testing.


Your duties as the Head of Customer Services will be varied however the key duties and responsibilities are as follows:

1. Overall responsibility for the management and leadership of the Customer Services Team and their tasks and activities, primarily being processing customer orders to the point of delivery and invoicing, and managing customer care enquiries.

2. Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve their best performance to meet the company's needs.

3. Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department. This will include ensuring effective and efficient reporting for customers.

4. Ensure that resources are sufficient and trained to expedite sample testing in accordance with Laboratory procedures and within the timescale required by the customer.

5.Retention of clients as demonstrated through repeat business and through positive client feedback.

A full job description can be provided upon application.


To be successful in your application to this exciting opportunity as the Head of Customer Services we are looking to identify the following on your profile and past history:

1. Experience of working in a fast paced, high volume laboratory in a customer service role. Ideally this will be a regulated facility, adhering to ISO 17025 regulations.

2. As you will be line managing a team of staff, you will need to demonstrate prior successes in managing and training a team of staff.

3. A degree in a relevant life science or chemistry discipline would be preferred.

Hyper Recruitment Solutions Ltd (HRS) is an Equal Opportunities employer who are certified by Investors in People for our talent development. We welcome applications for any applicant who fulfil the role requirements for this position. HRS is a company exclusively supporting the science and technology sectors, and is made up of a collaboration of recruitment processionals and scientists. We look forward to helping you with your next career moves.

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