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Customer Service Manager - CSMS
Job Description
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Customer Service Lead – COVID-19 Infection Survey
Full Time, Permanent role
Homebased
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.
IQVIA™ Contract Sales and Medical Solutions (CSMS) helps customers identify the optimal value of their drug or biologic; launch and promote treatments; and demonstrate the value of their products over time by engaging with patients and driving adherence. This group helps customers optimize commercial value to all stakeholders across the entire brand lifecycle. IQVIA has the world’s largest Commercial solutions organization dedicated to the launch and marketing of products on a country-specific, regional or global basis, with 10,000+ field professionals in more than 30 countries addressing physician and patient needs.
CSMS is part of the wider IQVIA a leading global provider of advanced analytics, technology solutions and contract research services to the life sciences industry.
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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
#LI-SP2
#LI-GN2
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 jobs.iqvia.com.
Did you know IQVIA has
Countless development opportunities
for personal and professional growth
Did you know IQVIA cares about
Health and Wellbeing
for all its employees
Did you know IQVIA has
86,000+ employees
from clinicians to data scientists each transforming healthcare in 100+ countries
Did you know IQVIA has
Excellent work-life balance
and is committed to this kind of culture
Did you know IQVIA has
56+ petabytes of unique data
including 1.2B+ non-identified patient records
Did you know IQVIA has
1,900+ epidemiologists
and real world insight experts
Did you know IQVIA has
4,600 data scientists
including statisticians and analytics developers
Did you know IQVIA has
1,900+ epidemiologists
and real world insight experts
Did you know IQVIA has
86,000+ employees
from clinicians to data scientists each transforming healthcare in 100+ countries
Did you know IQVIA has
Countless development opportunities
for personal and professional growth
Did you know IQVIA has
56+ petabytes of unique data
including 1.2B+ non-identified patient records
Did you know IQVIA has
Excellent work-life balance
and is committed to this kind of culture
Did you know IQVIA has
4,600 data scientists
including statisticians and analytics developers
Did you know IQVIA cares about
Health and Wellbeing
for all its employees
Senior Talent Resource Manager
- UK Talent Acquisition
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Did you know IQVIA has
86,000+ employees
from clinicians to data scientists each transforming healthcare in 100+ countries
Did you know IQVIA has
Countless development opportunities
for personal and professional growth
Did you know IQVIA cares about
Health and Wellbeing
for all its employees
Did you know IQVIA has
1,900+ epidemiologists
and real world insight experts
Did you know IQVIA has
56+ petabytes of unique data
including 1.2B+ non-identified patient records
Did you know IQVIA has
Excellent work-life balance
and is committed to this kind of culture
Did you know IQVIA has
4,600 data scientists
including statisticians and analytics developers
Did you know IQVIA has
86,000+ employees
from clinicians to data scientists each transforming healthcare in 100+ countries
Did you know IQVIA has
1,900+ epidemiologists
and real world insight experts
Did you know IQVIA has
4,600 data scientists
including statisticians and analytics developers
Did you know IQVIA has
Excellent work-life balance
and is committed to this kind of culture
Did you know IQVIA cares about
Health and Wellbeing
for all its employees
Did you know IQVIA has
Countless development opportunities
for personal and professional growth
Did you know IQVIA has
56+ petabytes of unique data
including 1.2B+ non-identified patient records
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