PerkinElmer

Customer Operations Leader

PerkinElmer

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

About the role

  • Orchestrate daily work activities and maintain proficiency in all processes for the support center and field Agent staff, ensuring the team feels supported in their day-to-day tasks.
  • Champion continuous improvement initiatives across the team, encouraging staff to voice ideas for better ways of working.
  • Drive the implementation of best practices and automation/standardization projects to reduce manual administrative burden on the team.
  • Build robust mechanisms to control and report on Operational Performances, using data to make informed leadership decisions.
  • Ensure Internal and External KPIs are met, coaching the team on how their individual contributions impact these metrics.
  • Lead Root Cause Analysis into inconsistent outcomes and implement lasting results rather than quick fixes.
  • Review and approve site-specific procedures, assuring alignment with global processes while advocating for local needs.
  • Masterfully manage workload peaks: Identify resource constraints and dynamically reprioritize tasks across the team to prevent burnout and ensure critical deadlines are met.
  • Lead high-value team meetings that go beyond status updates to share knowledge, solve pain points collaboratively, and streamline workflows using PE tools to optimize talent utilization.
  • Partner with Delivery teams to ensure streamlined and consistent customer outcomes and feedback.
  • Provide on-time monthly business review reports and other documentation to showcase team achievements and challenges.
  • Ensure Quality requirements are met according to specific customer needs.
  • Build a high-performing team: Interview, hire, and train new employees, monitoring progress and confirming proficiency before probationary periods expire.
  • Act as a Mentor and Coach to foster employee growth, development, and high morale.
  • Maintain employee training matrices to assure staff is proficient, confident, and up-skilled in all areas of their work responsibilities.
  • Schedule and complete regular 1:1s and staff meetings to share information, celebrate wins, and identify opportunities for process improvement.
  • Provide ad hoc support based on workload volume, demonstrating a willingness to "roll up your sleeves" to support the team during crunches.

Requirements

  • Agility & Resilience: Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines without losing composure.
  • Industry Knowledge: Experience in a Life Science and Environmental Health area would be an asset.
  • Leadership Experience: 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership required.
  • People Development: Must have a track record of not just managing departments but developing the people within them to higher levels of performance and satisfaction.
  • Customer Excellence: Deep understanding of what constitutes excellent Customer Service.
  • Work Ethic: Demonstrated high-level work ethic and organizational skills are a "must-have."
  • Attention to Detail: Strong attention to detail and demonstrated accurate information transcription.
  • Technical Skills: Excellent Excel skills; Experience in SAP/ECC/ServiceMax is Essential.
  • Methodology: Project management experience desirable; Experience in Lean or Six Sigma desirable.
  • Communication: Ability to communicate effectively both internally & externally; orally and in writing.
  • Language: Excellent verbal & written communication skills; fluent business English, French language knowledge will be desired.
Benefits
  • 25 days of annual leave plus all Bank Holidays
  • Income Protection Insurance that ensures your income is protected when life takes the unexpected turn
  • Life Assurance for added peace of mind
  • Access to our WeCare Programme, offering medical, mental health, legal, and financial support
  • MyStrength – a personalised wellbeing app
  • AXA Health & Wellbeing App to help you stay on top of your health
  • Private Medical Insurance, including Doctor at Hand for 24/7, 365 access to a GP
  • Enhanced company pension contributions (subject to increased employee contribution) to help you plan for the future
  • Exclusive discounts via Benefit Hub and BHN Extras
  • Generous employee referral rewards
  • Season Ticket Loan Scheme to make commuting easier
  • Cycle to Work Scheme promoting a healthier, greener commute
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ExcelSAPECCServiceMaxProject managementLeanSix Sigma
Soft Skills
AgilityResilienceLeadershipPeople developmentCustomer excellenceWork ethicAttention to detailCommunication