Customer Service Manager

About you: 

Do you want to spend your working time making a difference in the world around you? Are you motivated by delivering excellent customer service? Do you have a passion for working within a team, and participating in projects? If so, then a career with STERIS in our Customer Support team could be a great fit for you.  

About Us: 

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.  

We are currently recruiting for a Customer Service Manager vacancy. This is an excellent opportunity to join us at a skilled level in a division that drives the business forwards through providing a best-in-class service to our customers.  

• Liaise with customers and theatre managers to implement policies and procedures. 
• Always ensure customer satisfaction and manage the admin team. 

• Handle all incoming queries completely, correctly, and efficiently. 

• Ensure adherence to company policies and provide training for team members. 

• Report on customer complaints and attend customer meetings. 

• Share customer feedback with the company and escalate complaints to Senior Management when necessary. 

• Promote and maintain communication links with clients, facility personnel, and external personnel. 

• Assist in monitoring contract performance and maintain compliance with relevant standards (ISO9001, ISO13485, Medical Device Directive 93/42 EEC). 

• Manage the repair and replacement of instruments and the track and trace of loan sets. 

• Proactively build client relationships and maintain high levels of customer service. 
• Monday to Friday role 8am to 4pm 37.5 hours but flexibility required. Will involve travel to customer sites.

• Competitive salary. 

• 25 days annual leave plus 8 bank holidays. 

• Room for growth and potential movement to other roles, facilities, or departments. 

• Direct impact into costs, customer retention and customer growth. 

• Access to Employee Assistance Programme. 

If you have previous customer service management experience or similar, we would love to hear from you! We are a committed equal opportunity employer and encourage applications from all backgrounds. We cannot wait to meet you!  

• Relevant or equivalent experience in sterile services of a related discipline. 

• Previous experience in a customer service role.  

• People management and people development skills. 

• Full driving licence. 

• Computer literate – competent user of MS Word and MS Excel. 

• Work in a team environment. 

• Excellent planning and organisational skills. 

• Interpersonal, influencing, negotiating and leadership skills. 

• Analytical skills. 

• Must be willing to work flexible hours if the need arises. 

• Work under pressure to deadlines.