Healthcare/Life Science Customer Service Manager
Job Description
Job title: Healthcare/Life Science Customer Service Manager
Company: Grail
Job description: GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit .
The Customer service Supervisor is responsible for building and managing the entirety of GRAIL’s United Kingdom Customer Service operations. You and your team of UK-based Customer Service Representatives (CSRs) will provide support to stakeholders including the NHS and those taking the Galleri test to ensure the success of Galleri delivery within the UK. \n
Responsibilities
- Act as the primary liaison between GRAIL’s UK Customer Service activities, relevant UK colleagues and Customer Service leadership, providing regular updates on progress and challenges
- Partner with US-based Customer Service leadership and support personnel including project managers, trainers, analysts, and architects to scale GRAIL UK Customer Service operations
- Recruit, hire, and onboard CSRs tailored to the needs of the UK.
- Design and implement processes critical to GRAIL’s success in the UK.
- Work closely with the GRAIL Clinical Laboratory and Implementation and other relevant teams
- Supervise and manage the day-to-day operations of the Customer Service team, ensuring smooth and efficient functioning
- Develop and implement a comprehensive scheduling plan to ensure optimal coverage and efficient resource utilisation, keeping key GRAIL colleagues appraised of progress
- Provide ongoing coaching, mentoring, and training to enhance team members’ skills, knowledge, and overall performance
- Monitor team performance and offer feedback to improve customer satisfaction levels, while also establishing and tracking individual and team KPIs
- Address escalated customer issues promptly and find timely resolutions to maintain a high level of customer satisfaction
- Implement quality control procedures, including call monitoring, to consistently meet customer service standards
- Actively participate in live calls to offer support and assistance to agents as needed
- Cultivate a positive and inclusive work environment that encourages open communication, pride-in-role, teamwork, and employee engagement
- Conduct performance evaluations and create action plans to support team members’ professional development
Preferred Qualifications
- Ideal candidate will have 5+years of experience in a service role, with at least 2+ years in a supervisory or leadership position
- Familiarity with the regulations, standards, and policies governing healthcare in the UK.
- Adept at identifying logistics issues and directing investigations to resolution.
- Strong technical background, adept at investigating and articulating early-stage digital product issues to engineers and supporting teams is essential
- Demonstrated ability to effectively manage and lead a diverse team to achieve performance goals
- Previous work experience with or at the NHS preferred
- Previous experience using Salesforce preferred
- Experience using Google Workspace and MacOS preferred
- Bachelor’s degree or equivalent required
- Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders
- Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations
- A customer-focused mindset, with a strong commitment to delivering exceptional service
- Adaptability and flexibility to thrive in a fast-paced and dynamic work environment.
- Exceptional organisational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously
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Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.
GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please to request accommodation. GRAIL maintains a drug-free workplace.
Expected salary:
Location: London
