The Manager/Senior Manager, Customer Services, will be responsible for leading and optimising NMC?s customer service operations to ensure seamless coordination between laboratories and customers, uphold quality standards, and drive data-driven improvements. This role is pivotal in delivering an exceptional customer experience while ensuring process excellence and compliance with relevant quality standards.

Key Responsibilities

Customer Service & Satisfaction

• Develop and implement service initiatives to enhance customer experience and satisfaction.
• Liaise closely with laboratories to ensure timely, high-quality service delivery.
• Gather and analyse customer feedback to identify areas for improvement and implement action plans.
• Drive continuous improvements to enhance service processes, leveraging data-driven decision-making.

Operational & Service Delivery

Oversee daily service operations and coordinate incoming/outgoing service items and reports, including leading the customer service team responsible for:

• Managing customer inquiries, quotations, billing, and related correspondence to ensure efficient service turnaround.
• Developing and maintaining up-to-date policies, SOPs, and work instructions to support high-quality service delivery.
• Leading and implementing digital transformation initiatives to improve accessibility and streamline processes.

Compliance & Process Improvement

• Ensure compliance with relevant quality management standards.
• Implement policies and procedures to enhance service quality, efficiency, and compliance.
• Identify and lead process improvement initiatives to enhance service excellence and performance.

Financial & Data Analytics

• Supervise financial processes including service quotations, invoicing, and revenue collection in accordance with organisational policies.
• Analyse service data to monitor performance, identify trends, and implement improvements that support data-driven decision-making.

Preferred Qualifications & Experience

• Relevant experience in service operations, quality management, or technical services.
• Familiarity with relevant quality management system requirements would be advantageous.
• Experience in process improvement, data analysis, and driving service excellence.
• Exposure to financial processes such as invoicing, revenue collection, and service quotations.
• Strong customer service mindset and collaborative working style.
• Ability to manage multiple priorities and work effectively with cross-functional teams.
• Commitment to continuous learning, proactive problem-solving, and attention to detail