Customer Service Manager

Customer Service Manager (Homebased)

Fixed Term Contract until March 2022

37 hours flexible to include some flexibility to work on a Saturday and/or Sunday on a rota basis.

Key accountabilities:

Reporting into the Associate Director, Participant Experience you will be responsible for key duties including, but not exclusively to include the following:

You will be responsible for managing a Customer Service team with responsibility for issue resolution and service improvement for participants in the COVID-19 Infection Survey.

You will be accountable for a team taking ownership of assigned cases and queries through to resolution and identifying ways to improve the overall service delivery.

You are expected to work closely with the Customer Service Lead to visibly champion, support, and collaborate as part of the Customer Service leadership team with direct responsibility for managing a Supervisor and 7-8 Customer Service Associates (CSAs) as part of the overall Participant Experience Management team

Key tasks will include.

• Contribution to the Customer Service and Participant Experience Management teams
• Leading team meetings supporting CSA colleagues with areas of challenge
• Proactively seeking out and completing additional tasks/projects to support the CS Team
• Supporting the Customer Service Lead when required and deputising in their absence
• Supporting colleagues by leading best practice sharing

You need to be able to demonstrate commitment to IQVIA’s culture of compliance, including by adhering to the Code of Conduct and policies, completing mandatory assigned training in a timely manner, and supporting colleagues in setting a higher standard.

Key areas of Operational Excellence are as follows.

• Provide leadership and direction to your Customer Service Team in collaboration with the Customer Service Lead
• Deliver KPI’s according to expectations, investigating and learning from deficiencies
• Training and development ensuring that all team members have completed and validated all training
• Ensure Workday and Peoplesoft are kept up to date with time worked/absences always accurate
• Rota Management

As Customer Service Manager you need to be to be flexible in your work hours which includes working some Saturdays and/or Sundays on a Rota basis. Key required experience and skills are

• Team leadership and people development
• Strong analytical skills
• Excellent communication skills
• Empathetic listening skills
• Confident with IT/computer systems
• Ability to work under pressure
• Implementation of new systems and/or ways of working.
• Change management

As the role is home-based, you must have access to a quiet private space, where you can work undisturbed, along with good internet connectivity.

Why join us?

You’ll have the opportunity to play an important part in helping our clients drive healthcare forwards, whilst working for a company that recently received a Gold Standard Investor’s in People Award, as well as being one of FORTUNE Magazine’s World’s Most Admired Companies for the third year in a row.

We also back up our excellent training and new opportunities with a range of great benefits, like gym discounts and a ‘give as you earn’ scheme.

Reimagine healthcare with us at IQVIA.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.