We are seeking to recruit a Senior Customer Service Executive to join Owlstone Medical, supporting the customers for our OMED Health brand. This is a new role and function within Owlstone, so the successful candidate will have the opportunity to design and develop the processes and procedures for how we manage customer services, supported by our Marketing and Product team.

This role will be critical in ensuring exceptional service delivery to our customers across the UK and US, handling complex issues and setting the standard for future customer service operations.

Your responsibilities will include, but not be limited to:

Processes and Procedure Development

• Design and implement comprehensive customer service processes and procedures from the ground up which ensures OMED Health complies with medical device regulations.
• Establish protocols for handling customer inquiries, complaints, and service requests efficiently.

Customer Interaction

• Provide high-quality support to customers across the UK and US via phone, email, and chat.
• Address and resolve complex issues related to our point-of-care medical devices.

Issue Resolution

• Serve as the main point of contact for troubleshooting and resolving advanced technical and non-technical issues.
• Escalate unresolved issues to relevant departments and ensure follow-through to resolution.

Documentation and Reporting

• Maintain detailed records of customer interactions, feedback, and resolutions.
• Generate reports on customer service metrics and present findings to senior management. 

Customer Relationship management

• Develop strong, lasting relationships with key customers, ensuring their needs are met and expectations exceeded.
• Conduct regular follow-ups to ensure ongoing customer satisfaction

Training and Development:

• Lead the training of new customer service staff as the department grows.
• Develop training materials and guidelines to ensure consistent service quality.

Feedback and Improvement:

• Collect and analyze customer feedback to identify areas for service improvement.
• Work closely with product development and other departments to enhance product offerings based on customer insights

Cross-Functional Collaboration:

• Collaborate with sales, marketing, and technical teams to ensure a seamless customer experience.
• Act as a customer advocate in meetings with other departments, providing insights and recommendations.

Requirements

Person Specification

Education:

• Bachelor’s degree in Business, Communications, Healthcare, or a related field.

Experience:

• Demonstrable experience in a senior customer service role, with experience in the medical devices or healthcare industry preferred.

Skills:

• Exceptional verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Proven ability to build and implement customer service processes and procedures.
• Proficiency with customer service software and CRM systems.
• High level of empathy and customer-centric approach.

Competencies

• Leadership: Demonstrated ability to lead and mentor junior staff.
• Technical Proficiency: Expertise in troubleshooting medical devices.
• Strategic Thinking: Ability to develop and implement long-term customer service strategies.
• Customer Focus: Commitment to understanding and meeting the needs of customers.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.

Benefits

About Owlstone Medical

Owlstone Medical is on a mission to save 100,000 lives and $1.5 billion in healthcare costs through the development and application of Breath Biopsy®. This involves collecting volatile organic compounds (VOCs) and respiratory droplets from breath, which can provide information about metabolic activity and markers related to health and disease.

Breath sampling has substantial advantages for the early detection of disease and to enable precision medicine approaches to patient care. To realize these advantages, Owlstone Medical offers Research Products and Services for biomarker discovery and is developing tests in applications including cancer, liver disease, asthma, and environmental exposure. Our work includes partnerships with major organizations including AstraZeneca, GlaxoSmithKline, the Cleveland Clinic, and the NHS and our platform is in use at well over 100 clinical and academic sites worldwide.

Our leadership in breath is underpinned by our world-class and varied team, including systems engineers, clinical scientists, analytical chemists, artificial intelligence specialists and clinical trials coordinators.

The Owlstone group also commercializes a range of highly innovative products based on its proprietary FAIMS chemical sensing technology in other markets including Scientific, Industrial Process Control, Military and Homeland Defense.

We offer a relaxed, friendly, flexible and international working environment with a strong and vibrant team-spirit. You will be rewarded with a competitive salary package that includes an Employee share options scheme and private medical insurance and your work will have a clear impact on people’s lives. If you want to experience the buzz of a thriving start-up company set to succeed on a global scale, Owlstone Medical could be the place for you.

We do not accept applications from agencies outside of our preferred supplier list. If you are concerned that your application has not been received by Owlstone Medical, please contact us using

Owlstone is an equal opportunity employer, and we will consider all qualified applicants for employment without discrimination on any characteristic protected by law including but not exhaustive to; grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status.

Due to the nature of our business, all employment is subject to satisfactory references being obtained and the attainment of a Baseline Personnel Security Standard (BPSS) check. Access to selected project information requires prior additional security authorization. Access to US technical data by employees requires prior Export Control function approval. Full clearance must be satisfactorily attained against all applicable project security and US export control authorisations. Failure to meet any reference, BPSS, project-security or export-control authorisations may have an impact on successfully completing your probationary period.

Notice to agencies

Owlstone Medical Ltd politely requests no contact from recruitment agencies or media sales. We don’t accept speculative CVs from recruitment agencies nor accept the fees associated with them.