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About Universal Instrument Services:
Established in 1966, we are a UKAS accredited multi-parameter calibration laboratory and hold certification to BS/EN ISO9001:2015 and are a BS/EN ISO/IEC 17025:2017. Covering a wide range of measurement parameters, we are committed to providing the highest standard of calibration and customer service.
In addition to our in-house facility, we also operate UKAS (ISO17025) accredited mobile laboratories, enabling us to provide onsite calibration at the customers' premises.
You can find a short video about us here; UIS Welcome Video
About the Role:
The Operations Manager will play a key part in sustaining and growing the business to achieve long-term success by providing an outstanding and timely service to our existing and prospective customers.
The role holder will be responsible for the pro-active management of the support and technical staff, delegating and directing the team's tasks and monitoring the progress of workflow.
The successful candidate will need to be hands-on and participative to ensure peaks of workload are successfully managed.
They will develop and nurture strong relationships with our existing and prospective clients by understanding and responding to their requirements, addressing any concerns and by promoting the range of services provided by UIS.
Role Purpose:
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- Develop and implement key performance metrics for excellent customer service which are embedded, monitored, and improved on
- Proactive management of admin and technical activities and regular monitoring of delivery against objectives set
- Ensure the timely and professional resolution of issues, queries, or complaints faced by customers to maintain trust and confidence in the services we provide
- Assist with and perform administrative tasks as required during peak times of workload
- Review, refine, and assess our internal processes and practices to ensure we deliver our services efficiently and in the most effective way for our customers and internal stakeholders
- Training and development of existing and new employees
- Maintain a strong working knowledge of industry regulations
- Develop trusting relationships with our portfolio of clients to ensure outstanding customer service
- Identify opportunities to expand the relationship with existing customers to increase revenue
- Acquire and maintain a thorough understanding of key customer needs and requirements
- Ensure that customer needs and requirements, both current and future, are fed into the business model and are followed up with internal stakeholders
- Engage with internal colleagues to ensure that customer feedback is used to continuously review and improve the services offered by UIS
- Work with the operational team to ensure that the correct services are delivered to customers in a timely manner
- Serve as the link of communication between customers and internal teams
- Play an integral part in building relationships with new customers that will turn into long-lasting relationships
- Prepare regular reports of progress and forecasts using key account metrics
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Person Specification
- Excellent customer service skills and the ability to provide solutions based on the needs of individual customers
- Ability to develop and maintain strong stakeholder relationships
- Proven experience of managing a team at Operational Manager level
- Proactive, pragmatic, self-disciplined, and able to work on own initiative as well as part of a team
- Proven track record in negotiation skills and business acumen
- Working knowledge of SAP/Ariba/Coupa platforms for PO and invoice submission
- Excellent Excel and Access skills – data collection, presentation, chart production, pivot tables, query, and report generation
- Working knowledge of customer relationship management (CRM) systems
- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all levels
- Excellent organisational skills
- Expected to participate in all areas of service support
- Ability to travel to customer sites as needed
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