Role Accountabilities and Main Duties: Aiding senior managers with the development of company policies to drive first class customer service as a core value throughout the whole team. Acting as an effective conduit between the Customer Services team, Operations and customers, to provide the best possible service levels. Dealing with phone queries for information, quotes and customers chasing results. Arranging delivery of media and collection of samples for customers. Developing and maintaining a good working relationship with customers to ensure that their requirements are met and that they are receiving a satisfactory service. Attending customer review meetings both on site and at customer sites where required. Performing contract review of all jobs received in the laboratory as per the i2 FAST Ltd Quality Manual. Liaising with relevant sections of the laboratory to ensure that results will be available in the required timescale. Ensuring that reports for customers are delivered on time and where this is not possible, communicating this to the customer. Dealing with customer queries and complaints to ensure there is sufficient communication with the customer and a satisfactory outcome. Ensuring that contract review and reporting meet the requirements of any relevant accreditation standards (e.g. ISO 17025/MCERTS) and/or that regulatory compliance standards (e.g. GLP/ISA/TLAS) are met. Undertaking account management of key customers. Supervising junior staff within the area, providing training and ensuring that workloads are organised to ensure customer turnaround times are met. Working with the Group Customer Services Manager (GCSM) to monitor the performance of the junior staff in the area and contributing to annual, end of probation and performance reviews. Working with the GCSM to review CVs, carrying out interviews and assisting the GCSM in final decisions on new hires. Assisting the GCSM with audit actions. Deputising for the GCSM when required. Assisting the GCSM in implementing new procedures and identifying where efficiencies can be made. Encouraging all staff to be responsible for their own training records, and ensuring that training records are kept up-to-date to assist with progression within the career model. A cting as an ambassador for the company brand and values. These duties are by no means exhaustive and should not be interpreted as a complete definition of the role. Key Role KPIs: Successful implementation of all policies provided by senior management, as measured by ongoing “tickets” detailing breaches in policy. Able to perform core duties with no supervision. Productivity and quality of work at acceptable level. Retention of existing customers and efficient and effective on-boarding of new customers, in conjunction with Operations and Sales. Qualifications, Skills & Experience: Experience of working in a fast paced, high volume, ISO 17025 laboratory within a customer service role. Confident communicator used to dealing with customers over the telephone, email and face to face. IT literate. Able to work under pressure and to deadlines. Able to train, mentor and supervise Customer Service Advisors. High level of attention to detail.