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Customer Service Lead

  • City / Town: Reading
  • Date posted: Dec 3 2020 8:00AM
  • Sector: Client Services Operations
  • Employee status:
  • Employment status: Full Time
  • Job reference: R1168255
  • Consultant: Samantha Prindiville

Customer Service Lead – COVID-19 Infection Survey

Full Time, Permanent role


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 implementing 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:-

  • On-going 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.



At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.