Customer Service Lead

Customer Service Lead – COVID-19 Infection Survey

Working within IQVIA’s Complaints Management team, we have an exciting opportunity for a Customer focused lead to Manage the service improvement for volunteers to the COVID-19 Infection Survey.

In this role, you will be responsible for managing an issue resolution team and complaints management system with a strong focus on the ability to identify and implement incremental improvements to deliver service excellence.

The successful lead, will have the ability to listen and empathise with our volunteers, identify service delivery challenges and  provide potential solutions. In addition, they will help and motivate the team to deliver exemplary Customer service, along with an added value ‘solution based’ service to members of the public.

This role would suit a Customer Service professional with demonstrable experience of setting up new initiatives, motivating a team, good project management skills and the vision required to lead this service. A  strong technology and understanding of social media platforms, is also paramount, along with the ability to initiate excellence in reporting methods.

As a dedicated Customer Service Lead you should have experience in:-

• Development of a Customer issue and complaint handling and Management system.
• Identification of system improvements to enhance the Customer Experience.
• Leadership of a team of up to 8 people supporting the case handling and prioritisation of the team workload
• Rota Management
• Training and development and coaching of a team
• Development and maintenance of all protocols and ways of working

In return for your commitment, dedication and excellent service, you will be rewarded with a competitive salary, benefits and career opportunity.

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. We are a diverse, global team that shares a passion for collaboration and solving complex problems. We have been delivering Nurse and Healthcare programmes in the UK for over 35 years working with all major pharmaceutical companies and the NHS directly. And we are proud to support the Covid-19 Infection Survey.