Customer Service Specialist acting as a liaison between customer service and lab operations. Providing comprehensive support for lab - related inquiries for veterinarians and veterinary staff.
About the role
- Customer Experience Manager at Allpress leading a team to deliver excellent service and improve systems. Fostering relationships with wholesale customers while managing customer inquiries and solutions.
Responsibilities
- Lead, motivate, and develop the Customer Experience team to deliver consistently excellent service
- Own and improve customer service systems, processes, and workflows to ensure efficiency and accuracy
- Act as the primary escalation point for complex customer issues, resolving them with professionalism and care
- Build strong, long-term relationships with wholesale customers through expert advice and support
- Oversee order processing, inbox and phone management, and service standards
- Work closely with internal teams, including Finance, to support credit control and invoice management
- Identify opportunities for continuous improvement across customer experience and team performance
Requirements
- Proven experience leading or supervising a team in a customer-focused environment
- Strong background in customer service, hospitality, retail, or similar service-led industries
- Highly organised, with a natural ability to create structure, prioritise, and multitask
- Confident working with systems, processes, and operational detail
- Excellent communication skills and a people-first leadership style
- Calm, resilient, and solutions-focused under pressure
- High attention to detail and a strong sense of ownership
- An understanding of with credit control or finance processes is beneficial but not essential
Benefits
- Full role-specific training
- An employee Assistance Programme supporting your mental health
- Good work-life balance
- 33 days annual leave
- Enhanced parental leave
- Fully paid access to Wellhub
- Gender affirmation leave
- Vast career development opportunities
- A transparent and friendly company culture
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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