customer relations Cambridge, East of England, England
Genomics
Full Time
Cambridge, East of England, England
41000 - 27375 GBP ANNUAL Today
Job description
Location: Oxford Or Cambridge ~ 40% with the rest remote working
About Us
Genomics plc is a pioneering health technology company focused on enhancing every step of the patient pathway, particularly for those common diseases that affect most people and take up most of our precious healthcare resources. Our tools and systems, powered by genomics, improve every step of the patient pathway, from disease prevention to screening, diagnosis, treatment, and even the development of new medicines. Our vision is that, in time, everyone will benefit from our genomic technology, helping individuals and entire populations to live longer, healthier lives. Our culture is honest and transparent. We have big plans and are looking for people to join us and make a real impact. You will have the opportunity to work with a diverse, energetic, and smart bunch of people throughout the company.
What you’ll be doing
The Customer Support Lead will be responsible for all aspects of the Customer Support function, shaping people, process and technology for this new team. You will work closely with Product and Engineering teams to develop and continuously improve the customer experience, by ensuring the timely resolution of support tickets and continuously improving our product and customer support service offering.
Alongside your leadership responsibilities, you will also be required to provide first line support to customers as we scale. The Customer Support Lead will also be responsible for implementing a contact centre serving our US customers, including training contact centre agents and monitoring quality control.
Responsibilities
- Ensure timely and accurate responses to customer queries across all channels
- Effectively manage customer support service delivery, set high standards and ensure they are implemented
- Collaborate with our Product team to create exceptional customer experience
- Analyse customer support ticket trends and collaborate with Product, Operations and Engineering teams to improve our product and service offering
- Shape and scale our Customer Support offering to meet future requirements
Requirements
- Experience leading a Customer Support function or similar role
- Excellent communication and problem-solving skills
- Experience of implementing help desk software and remote support tools
- Life science or healthcare industry experience
- Knowledge of information security standards
Benefits
- 25 days holiday + 3 day over Xmas (excl. bank holidays)
- Bank your Bank Holiday Scheme - trade your public holidays to use on dates of cultural significance to you
- Flexible and remote working opportunities
- Virtual Workshops and Spotlight talks
- Training and Development Opportunities
- Health insurance
- Life insurance
- Critical illness Cover
- Payroll giving scheme: tax-free charity donations
- Cycle to work scheme
- Organised sports activities
Would you like to learn more? Great, we’d love to chat. Please reach out for more information and to see if this opportunity is right for you!
Genomics plc is dedicated to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Genomics
www.genomicsplc.com
Oxford, United Kingdom
Peter Donnelly
Unknown / Non-Applicable
51 to 200 Employees
Company - Private
Biotech & Pharmaceuticals
2014
