Intertek is a leading Total Quality Assurance provider to industries worldwide. Our network of more than 1,000 laboratories and offices in more than 100 countries, delivers innovative and bespoke Assurance, Testing, Inspection and Certification solutions for our customer’s operations and supply chains.

Due to continued growth, we now have an exciting opportunity for a Customer Service Manager, to lead the Customer Services and Administration team, providing excellent customer service to our customers internally and externally.

The role will involve:

• People management skills to inspire, coach, and mentor the team and support their ongoing development
• Communication of customer requirements with internal stakeholders
• Customer management (Calls, appointments, responding to queries, handling complaints, recording customer details)
• Forging working relationships with key clients
• Ensuring a positive relationship with clients and internal customers to deliver results
• Dealing with complex and challenging queries
• Management of team and site wide KPIs and reporting trends to the management team on a daily/weekly/monthly basis.
• Continuous review of our internal customer service standards & make recommendations/take follow-up actions as required
• Administration management
• Drive performance by setting clear performance expectations
• Manage performance through regular communications including one-to-ones, team meetings and regular feedback
• Set a high-performance culture
• Take charge of releasing the potential of the team
  

Required skills and experience

• Experience within contract testing, routine labs would be preferred but not essential
• Experience in managing a team of varying skill levels
• Experience in dealing with high call/ email volumes and producing management reports
• Strong IT skills (Microsoft packages) and the ability to learn to use in-house database-driven systems
• Results orientated to ensure our people, customers and strategy are aligned
• Ability to critique and improve activities through continuous improvement and innovation
• Encourage teamwork (promote operational synergies and alignment) to support each other, and our customers and grow together
• Highly energised mindset with willingness and desire to learn and adapt individually as well as creating an environment for people to grow
• Drive performance by setting clear performance expectations
• Drive performance by ensuring performance expectations is met
  

WHAT WE OFFER

Join Intertek and become part of our global network of inspiring and entrepreneurial colleagues. We are a global family that values diversity and we thrive working together with precision, pace and passion. We are working to make the world Ever Better, ensuring the quality, safety and sustainability of products and services used by millions of people around the world.

• Competitive salary/benefits
• Development and career opportunities around the Globe
• Working in a highly motivated team and dynamic working environment
  

In this opportunity, you’ll be joining our Caleb Brett team, based at our Farnborough Lab.

We are an Equal Opportunity Employer who do not discriminate against applicants. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex or national origin.

Intertek operates a preferred supplier arrangement and we do not accept unsolicited approaches from agencies.