Customer Service Team Lead

A role that requires a commercial awareness and to be able to act as a Clinigen role model, who not only embodies the ethos of the company but displays and projects this on a day-to-day basis.

Requirements

Key Responsibilities:

A Team Lead is responsible for team performance and development management whilst delivering world-class service. Reporting responsibility to ensure awareness of the regional service level positioning. A flexible approach is required as services may be subject to change.

Order and enquiry handling:

• 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
• Mentor and monitor that your team adhere to set regulatory and legislative standards and Clinigen processes whilst processing orders and enquiries
• 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
• Oversee your teams are processing quotations and product sourcing enquiries in line with training and reference document for respective regions and have the knowledge to be able to feedback any regional commercial understanding to assist with higher conversion rates. Ensure an open and collaborative approach to any commercially viable business needs whilst maintaining service levels
• Mentor and monitor that you and your team accurately record and capture all data collected during order processing in accordance with our departmental SOP’s and reference documents
• Ensure order and enquiry related departmental KPI’s are met (e.g., open order and enquiry maintenance)
• 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
• Ensure to 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
• Represent Customer Service in a professional and knowledgeable manner through any department audits or as per business requirement. To be the expert in Customer Service SOP’s and processes to enable thorough and positive audit responses.
• Ensure working knowledge of all products, programs, systems, and processes to allow effective support of your team members

Team Performance and development:

• Direct responsibility for the leadership and development of the account executive and senior account executive teams
• 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
• Develop effective working relationships with all Account Leads to maintain consistency of approach across teams and knowledge share
• Develop effective working relationships with Clinigen departmental teams to ensure the Customer Services Department delivers the appropriate service by attending cross functional and core project team meetings
• To escalate any additional team training requirements to the Customer Service Training Manager
• Create and maintain a positive, motivational working environment within the team, which may be inclusive of travel between the UK offices
• Maintain regular 121’s with all team members and ensure clear performance and development plans are captured in the designated system (ClearReview). Participate in scheduled team competency reviews and react to any identified gap analysis in conjunction with the Customer Service Training Manager
• To own the team engagement responsibility. Encourage the team to participate in feedback activities (Peakon) and ensure the feedback is reviewed, responded to and acted on, where possible

Training and Processes:

• Assist to deliver relevant training to new starters inclusive of the ‘onboarding’ training program specific to Customer Services
• Ensure familiarization and confidence in using all systems and processes within Customer Services department in line with our departmental training hub and reference documents to a standard that can support others
• Input in improving customer experience by communicating any process constraints or improvement activity ideas. Assisting to help follow through with related improvement activity
• Expectation for you and your team to attend all compliance-based refresher training programs set by the Customer Service Training Manager
• Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to help be the voice of our customers
• Act as a regional and departmental voice of experience to assist on internal calls, meetings or projects that require customer service attendance and input relating to new or improved processes
• Trained to an adequate level to offer cover for the Customer Services Regional Manager
• Act as part of a Lead team to ensure Senior Account executives are cross regionally trained (where language allows) to a standard that allows for coverage in regions that are not deemed to be primary regions. An expectation to be able to offer your support to teams who have reached peak capacity
• Ability to ensure service level KPI’s are covered whilst training is attended by team members

Customer Relationship & Support:

• 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
• Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
• 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
• Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers’ demands as per language and cultural requirement
• Support the customer needs in line with departmental KPIs
• Use your experience with our customers to deal with queries first time and in full, where possible
• When appropriate, promote Clinigen Direct and encourage customers to process their own orders through the digital platform
• Ensure that complaints and non-conformances are captured in line with our SOP’s and corrective actions are implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required.
• Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary

• Act as a role model and work within Clinigen’s values and behaviours
• Ability to deal with customer orders and enquiries (end to end)
• Build the reputation of Clinigen through developing effective business relationships with clients, customers and contracted partners, relevant organisations, and networks
• Develop and maintain effective business relationships with key Clinigen Group staff
• Ensure knowledge of industry trends and developments are relevant and up-to-date

Additional Duties:

The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the Company that tasks and responsibilities are in many circumstances, unpredictable and varied. All employees are therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job profile are not excluded.

Skill Requirement for the role:

• 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
• Ability to mentor and coach a team to higher standard of competence and performance levels
• Fluent Language ability (both written and verbal) for assigned region(s). 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 with an ability to confidently present to an audience
• Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage
• Confidentiality

• 27 days holiday plus 8 bank holidays
• Pension contributions 4.5% matched
• 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