Job Description

LOCATION
London

COMPANY BACKGROUND
Our client is a highly successful and specialist international company.  

 
JOB RESPONSIBILITIES
To manage their international department of client support representatives, they wish to recruit a Client Operations Team Manager EMEA. You role will be to supervise the team of client support representatives and to also ensure ongoing service delivery of new and existing programmes. The roel will include the following duties and responsibilities:

• Line management responsibility for client support teams, ensuring performance standards are consistently met
• Team member performance reviews and development plan discussions (monthly one to one meetings; return to work/holiday, and admin management)
• Feedback management and escalation in accordance with defined procedures
• Accuracy and call management
• Resource planning to ensure adequate cover for holiday and peak times
• Serve as trainer for newly recruited team members
• Be responsible for developing a training curriculum, tracking progress, and providing feedback to ensure proper knowledge transfer

CANDIDATE EXPERIENCE / SKILLS

• Fluency in English is essential. Fluency also in either French, German, Italian, Spanish or Portuguese is an advantage but not essential
• Graduate calibre and/or other relevant qualifications
• Customer service management and front line management experience is essential
• Background in the life science or pharmaceutical sector preferred
• People management experience is essential
• Experience of working with clients at tactical and management level
• Demonstrable administrative, general planning and organisational experience
• Line management capabilities – employee relations, development, performance management
• Strong customer and client relationship skills
• Excellent communication and interpersonal skills to facilitate cross functional working internally and with customers and clients
• Project co-ordination and administration skills

SALARY
£32,000 - £40,000 + bonus (up to £10,000) + benefits

NB: You must be able to live and work in the UK without restriction.

To be considered for this excellent opportunity to join an award winning, international business, please click the Apply Now button and send your CV to us.