Head of Customer Service

Posted 03 August 2023
LocationUnited Kingdom
Job type Permanent
Contact NameRebecca Wallis

Job description

BioTalent are partnering with a life science logistics provider who support industry leading pharmaceutical and biotech companies transport critical shipments globally within a temperature-controlled environment at the right time.


This is an exclusive opportunity for a Head of Customer Service (Cell & Gene Therapy) to work closely with the sales and operations management to maintain relationships with customers for business growth within the CGT pipeline.


This role will offer you

  • A highly strategic opportunity where you will have high-level exposure globally
  • The opportunity to collaborate and positively influence the UK branch teams to deliver the CGT operational strategy
  • To take ownership and lead a specialised CGT Business Support Unit


You will be responsible for

  • Managing the CGT Customer Service and Operational activities ensuring compliance with all agreed company policies
  • Building and developing successful partnership’s with CGT third party supplies
  • Managing a team of Customer Service Managers and Agents
  • Developing customer service policies and strategies to improve quality of service, productivity and profitability
  • Liaising with internal departments to ensure client needs are fulfilled effectively
  • Identify and address staff training and coaching needs
  • Managing staff and reviewing performance and KPIs


You will bring the following

  • Customer Service Senior Management experience
  • Management experience
  • Strong strategic management experience
  • Cold Chain/Life Science experience is a plus