Customer Success Manager

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Job Description

We are looking for a highly motivated, results orientated individual to join our Customer Services area as a Team Leader. This role would suit someone with extensive customer services experience and who enjoys working in a fast-paced environment.

The Details...

Reporting to the Associate Director, Customer Services the successful candidate will lead the local team of Customer Service Agents to ensure consistency and adherence to processes while also being an expert in the Customer Service functions at Oxford Nanopore.

Responsibilities include:

• Coaching and developing the Customer Service Associates in receiving and resolving customer queries always providing a high level of customer service
• Managing and supervising the workload of the team allocating team members to optimise service provision and administrator support across the opening hours of the Customer Service Department
• Ensuring the team has the skills and knowledge to carry out their role effectively, identifying any gaps and training needs and implementing the necessary training to address them, ensuring a consistent approach is maintained across the team
• Acting as the first point of contact for escalated customer issues and varied internal queries
• Managing and developing the systems and processes within the department to provide the most effective and efficient service to customers, and to ensure internal processes align with other internal team processes where applicable
• Responsible for managing the global customer services team in the absence of the head of Customer Services

What We're Looking For...

We'll expect you to have extensive customer service experience as well as prior experience of managing a team in a relevant industry. You're great at building relationships with others and have a confident communication style with the ability to motivate others. If you have prior experience of interviewing others and training employees, this would be an advantage.

In addition, you're likely to have 3 A'levels or a degree and be proficient in Microsoft. Familiarity with ERP and CRM systems would be helpful as would sales skills, an understanding of global shipping and knowledge of our products.

Occasional travel is expected as part of this role.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore's goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.