Are you interested in Science and keen to pursue a career where you can make a meaningful impact? With a background in warehouse/production environment, you will work along side our technicians to support with the preparation and logging of samples and general housekeeping.
Step Into the Role
Role Accountabilities and Main Duties:
Customer Service & Customer Management
- Lead the day-to-day Customer Services function, ensuring high service standards, customer satisfaction and effective issue resolution.
- Develop and maintain strong customer relationships, supporting customer retention, review meetings and new customer onboarding.
- Manage customer feedback programmes, including NPS and Institute of Customer Service activities, using insights to drive continuous improvement.
- Ensure customers are kept informed of service progress, delays and resolutions.
- Act as the main escalation point for customer queries, complaints and service issues.
Operational Coordination
- Coordinate activities between Customer Services, Laboratory Operations, Logistics and other business functions to ensure customer requirements and turnaround times are achieved.
- Manage the GSG logistics contract, monitoring service performance and identifying opportunities for improvement.
- Oversee contract review, workflow tracking and reporting activities, ensuring compliance with company procedures and quality requirements.
Team Leadership
- Supervise, support and develop Customer Service Advisors through effective workload management, coaching, training and performance discussions.
- Support recruitment, onboarding and the development of a positive, high-performing team culture.
- Quality, Compliance & Continuous Improvement
- Ensure compliance with relevant quality, accreditation and regulatory requirements.
- Support audits, training compliance and the implementation of process and service improvements to enhance operational efficiency and customer experience.
- Encourage all staff to be responsible for their own training records and ensure these are kept up to date.
General Responsibilities
- Provide departmental performance information and updates to the Head of Operations.
- Manage departmental purchasing activities, including stationery and company Amazon accounts.
- Support Finance with credit control and debt collection activities while maintaining positive customer relationships.
- Act as an ambassador for the company's values and culture and undertake any other duties commensurate with the level of the role.
These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.
Our Offer
Hemel (free onsite parking)
37.5 hours Mon-Fri
Company benefits include…
Pension
Enhanced parental leave
22 days holiday plus bank holidays
Your profile
Experience required:
- Achievement of customer service and turnaround time targets.
- Customer satisfaction and complaint resolution performance.
- Accuracy and timeliness of contract reviews and reporting activities.
- Retention and development of customer relationships.
- Team productivity and service quality.
- Compliance with quality, accreditation and regulatory requirements.
- Successful completion of audit actions and continuous improvement initiatives.
- Employee engagement and development within the Customer Services team.
Your New Workplace
Normec i2 FAST is a scientifically founded and led laboratory.
Launched in 2019, Normec i2 FAST provides pesticides, microbiology, contaminants, and nutritional testing for the food and allied industries.
The Normec i2 FAST food testing laboratory is conceived by experienced chemists and microbiologists. The laboratory realises ultra-efficient process flow and utilises newest technologies to satisfy demanding food industry requirements and comply with changing food legislation.
A similarly smart custom-programmed Data Management System delivers streamlined samples processing and data management.
About Normec
i2 Fast is part of Normec, a leading organization in the Testing, Inspection, Certification, and Compliance (TICC) industry. Our expertise covers essential areas such as water, air, and soil quality, fire safety, and food safety, ensuring the highest standards of quality and safety across various sectors. Founded in 2016, Normec is an ambitious, independent, and fast-growing organization with approximately 6,500 colleagues.
We offer our colleagues the opportunity to actively contribute to our mission while simultaneously developing their own careers within a dynamic and rapidly growing organization. Together, we work on impactful solutions for our clients and on a sustainable future. The culture within Normec is informal, open, energetic, and entrepreneurial, and is anchored in our GROWTH principles. Through our The Normec Fit program, which brings these principles to life, we ensure that not only our company grows, but also everyone who is part of it.
Interested? Let’s Talk!
If you would like to speak more about this role, please reach out!
