The role of the Assistant Customer Support Manager for X Medical Group is essential to support leading the customer team to success, ensuring that excellent customer service is received by all customers and accurately reporting on service delivery.

A unique aspect of this role is the verification of pre-departure and lateral flow tests for UK clients which is set to aid the UK’s protection against COVID-19. Full training on this aspect of the role will be provided.

• Managing the Customer Service team to provide an exceptional customer experience across all channels.
• Lead, motivate and develop a team of Customer Service Representatives to provide an exceptional level of customer service.
• Ensure all customer queries and complaints are answered in a timely manner by using innovative ideas to find a resolution.
• Working alongside our Vancouver team to ensure an efficient 24 hour customer support team
• Help the team achieve all KPI’s and ensure SLAs are met across all channels.
• Ensure the team have a clear understanding of the company values and objectives
• Identify and provide proactive recommendations to enhance the customer experience.
• Liaising with laboratories that run results for COVID-19 test results for testing sites, chasing late results and receiving notification of any queries.
• Verify testing results of Lateral Flow (LFT) pre-departure and arrival tests provide an accurate confirmation of results within the agreed turn-around time.
• Stay up to date with the customer lifecycle, the organisation's products and services and communicating any changes to the customer support team.
• Ensure quality assurance reports for each working day are completed and continue to develop processes that improve the efficiency of this procedure.

• Provide key information to be analysed for service delivery reports.
• Support staff recruitment, appraisals and 1-1’s.
• Participate in an annual individual appraisal including taking responsibility for maintaining a record of own personal and/or professional development.
• On occasion, when considered appropriate you may be required to carry out other duties that fit within your strengths.

• 1 year customer service management experience, managing teams and dealing with multiple contact channels.
• Experience working in a customer relations environment
• Experience in quality assurance and compliance
• Experience improving systems and processes in a fast paced environment
• Proactive approach to problem solving and a commitment to getting it right for the customer
• Confident in IT and have knowledge of Google suite
• Excellent verbal skills, and a friendly and approachable manner.
• A high standard of written English, presenting information in a clear and logical format i.e. audit reports, policies, guidance documents
• Excellent organisation and ability to multitask and manage various priorities
• Able to prioritise own workload and work to deadlines
• Creativity, willingness to try new things, and the ability to think outside the box