Client Services Manager

Element has an excellent opportunity for a CLIENT SERVICES MANAGER for our busy Environmental Laboratory in Deeside. The successful candidate will lead delivery and improvement in the client experience. The role has both a project focus – to lead transformation in our client facing skills and processes and work closely with the General Manager to drive service culture across all of Deeside – and a key management focus. You will be a key point of contact for clients, ensuring timely communication, issue resolution and service excellence. This role line manages colleagues engaged in front desk, sample collection, container dispatch, invoicing, client on-boarding, customer service and pro-active account management. The role is part of the senior leadership team and must collaborate closely with commercial, operational, and technical managers and colleagues.

Element Deeside is the largest analytical chemistry laboratory within the Element Group and the market leading UK laboratory undertaking the testing of soils, waters, wastes, oils, NAPLs, ambient air, soil vapours and gases from all over the world. The laboratory undertakes high volume routine analysis as well as offering bespoke method development, technical support and hydrocarbon forensic interpretations to enhance the support we can deliver. The laboratory has an international reputation for service excellence and supports clients that require a higher level of technical expertise, reliability in data quality and seamless project management from sample collection to timely delivery of data.

Responsibilities

Serve as the primary point of contact for key clients, ensuring timely communication, issue resolution and service excellence

Develop and implement strategies to enhance the client experience and support business growth. Develop actions to improve skills, processes and systems

Establish a pro-active account management/customer care plan to deepen relationships with existing clients and support revenue growth

Monitor and report on client satisfaction metrics, service performance and team productivity

Work to UKAS standard (ISO 17025 and MCERTS) to ensure that the agreed quality standards and requirements are continually adhered to by all members of the department

Strive for continuous improvement in the relationship between work volumes and manpower cost

Facilitate training and development programs for client services staff

Establish collaborative working relationships with other department managers, functions and support roles

Skills / Qualifications

Degree or equivalent preferred

Minimum of 3 years management experience, preferable in a client-facing role

Minimum of 5 years client-facing experience

Experience of developing and implementing strategies to enhance the client experience and support business growth

Experience of Institute of Customer Services Service Mark helpful

Experience of TIC industry helpful not not essential

Aptitude for understanding technical detail helpful

Benefits of working at Element

33 days annual holiday, consisting of 25 days annual holiday and 8 days public

X4 Life Assurance

Legal & General Pension scheme with total contributions up to 12%

Enhanced Company Sick Pay

Health cash plan

Free Onsite Refreshments

Recommend a Friend Bonus

Perks At Work Discount Scheme

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Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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