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Job Details

Head of Customer Services - FTC 9 months

Company: Alcon
Location: United Kingdom Frimley / Camberley
Reference: 237479BR
Closing Date: 22 Jun 18
Type: Full Time
Salary (£): On Application
Benefits:

Job Summary:

Head of Customer Services - FTC 9 Months, Alcon, UKThe Head of Customer Services is responsible for building, developing and retaining an exceptional customer care team for the Surgical and Vision Care business through a programme of careful selection, development and management of KPIs, ensuring comprehensive training, development initiatives, assessing and delivering improved ways of engaging with customers and leadership of the Customer Care leadership team. ...

Requirements:

Head of Customer Services - FTC 9 Months, Alcon, UK

The Head of Customer Services is responsible for building, developing and retaining an exceptional customer care team for the Surgical and Vision Care business through a programme of careful selection, development and management of KPIs, ensuring comprehensive training, development initiatives, assessing and delivering improved ways of engaging with customers and leadership of the Customer Care leadership team.

Job Summary:

Do you want to work for Alcon Inc., the world’s leading eye care company dedicated to the provision of not only the highest quality eye care products but to also making significant contributions towards the fight to prevent and eliminate blindness?

We foster the professional growth of our associates by providing on-going opportunities that can build upon their knowledge and skills to help further their careers.

Job purpose:

The role will manage Team Leaders, and associated functional experts/project managers dependent on incumbent business needs and priorities. Remediation requirements delivering industry leading professional customer service to Vision Care and Surgical Stakeholders who have an influence on the purchase of Alcon products (primarily Business-to-Business but not exclusively) to ensure a holistic order to cash service; where necessary working in partnership with other functions and third parties to provide consistent continuity of service (including supply chain, international trading company, 3rd Party Distributors, sales and marketing etc.).

Key Responsibilities:

•Lead, champion and sustain the journey of reinvigorating our external and internal customer experience
•Provide an Industry leading Customer Care Experience, delivered through the team to all customers, consumers and various other stakeholders as measured by performance metrics such as “Voice of the Customer Surveys”, “Number of complaints” and “Sales history”
•Manage and mentor direct reports to supervise the workload of the team, allocating team members and resources to optimise service provision and administrative support across the hours of the Customer Support operation •Have oversight for EASY, In-Contact, Helpdesk, EDI, PEPPOL, effective development of Enterprise Software, future e-business initiatives and relevant Audit Remediation needs
•Ensure cross functional team work to encourage the identification of customer issues in order to resolve them to the complete satisfaction of the customer at the point of contact.
•Monitor the changing needs of the service, liaising with internal and external customers to identify areas of improvement, competitive advantage and make recommendations for service improvement and implementing those improvements to the satisfaction of customers
•Ensure the team follows established procedures for each service request, including logging, processing and progressing chasing enquiries, adhering to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality standards, including Standard Operating Procedures (SOPs)

About Alcon:
Alcon is the world leader in eye care and the second-largest division of Novartis. As the global leader in eye care, Alcon develops and manufactures innovative medicines and devices to serve the full life cycle of eye care needs. We offer the broadest spectrum of surgical, pharmaceutical and vision care products to treat many eye diseases and conditions.

While meeting patients’ needs in every aspect of eye care, the diversity of the franchise model across Alcon gives associates the opportunity to experience a commercial environment spanning medical devices, primary and secondary care and OTC.

Alcon has one mission: to provide innovative products that enhance quality of life by helping people see better.

Benefits of Working for Alcon:
• Competitive Salary
• Annual Bonus
• Strong Work/Life Balance - flexible working
• Top UK Employer
• Pension Scheme
• Share Scheme
• Paid holidays
• Comprehensive Medical Insurance
• Subsidised Canteen
• Employee Recognition Scheme
• Sports & Social Club

‘I came for the job, I stay for the culture’

#LI-P

Minimum requirements

The ideal candidate will have:

• College Level qualification or equivalent (e.g. GNVQ/NVQ level 3/A levels) or detailed contact centre knowledge and experience gained in a service orientated environment
• Fluency in English (verbal and written)
• Any other European language would be an asset
• Knowledge and experience of ERP systems such as SAP with high volume/value order level - desired
• Proven management experience within a customer service environment or the ability to demonstrate the skills required for the effective recruitment, selection, and leadership of 1st line managers
• Experience of call centre telephone switch management

Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons

Apply for this job: Head of Customer Services - FTC 9 months

Contact Information:

Address:  Head Office
One Watchmoor Park
Riverside Way
Frimley
Camberley,
Surrey
GU15 3YL
England
Website:  Visit Our Web Site

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