Client Liaison Manager - Crayford (6 month FTC)

Contract type
Fixed term
Working Pattern
Full time
Location based
Dates that interviews will take place
W/C 16th December 2019
Salary to be Advertised
£35,000 per annum
Summary of vacancy

Are you an experienced Client Liaison Manager / Customer Services Manager?

As a Client Liaison Manager at Latis Scientific, you’ll be part of a team that provides a holistic service in the water industry. We are committed to helping customers reduce their impact on the environment and maximising the return on their investments.

*Please note these positions are with Latis Scientific, not SUEZ*

About the role

What will I be doing?

  • Provide leadership and management to the CLO team
  • Lead the Business Excellence and Business Transformation strands of the Client Liaison teams and develop new ways of working within the team to better support the business as we continue to grow
  • Implement LEAN and drive efficiencies in the team to support improvements in service delivery
  • Provide a key reference point for the business in terms of excellent customer service
  • Management of key internal and external stakeholders:
  1. Sample Registration team
  2. Microbiology team
  3. Chemistry Team
  4. Quality Team
  5. Sales Team
  6. Customers
  • Provide daily metrics to senior management in Latis demonstrating compliance with key KPI’s:
  • % on-time delivery of test certificates to clients
  • Completion of all contract reviews within 8 hours of sample registration
  • Closing all customer complaints within agreed timeframes and providing initial feedback within 24 hours
  • Understand the technical aspects of the clients’ requirements for each market.
  • Manage and develop the quoting process for existing clients including annual Price-books.
  • Ensure the reporting process for all clients meets their needs including the bespoke reporting and system integration, working closely with IT services.
  • Work closely with the Sales Team to ensure client requirements are fully met with regards to the technical nature of the request.
  • Prepare monthly reports for designated client groups listing sample numbers, customer complaints and inquiries.
  • Attend and actively participate in regular sales meetings.

Please note: this role is offered on a six month FTC.

What are the requirements?

  • Scientific background preferable, but experience in managing multidisciplinary customer service teams is essential.  
  • Previous experience of managing clients in a contract laboratory environment.
  • Experience of working with databases
  • Experience within the industry
  • Experience of managing sub-contractors.
  • Ability to understand customer requirements and translate them into viable business development opportunities
  • Excellent communication and interpersonal skills.
  • Excellent organisational skills.
  • Strong leadership and management skills
  • Strong decision making skills
  • Hard working
  • Good communicator
  • Proactive,
  • Resourceful
  • Flexible
  • Responsible
  • Reliable
  • Assertive
  • Self motivated

Who we are

With a raft of benefits, family-friendly policies and excellent remuneration packages, there’s never been a better time to join Latis Scientific.

We are proud of our fantastic opportunities for personal growth and development as we continue to build and grow our forward thinking company and you could play a key part in our success.

A friendly and supportive place that you will love to work, we believe creativity, clear communication and our drive for excellence are the keys to our success. We also expect our people to be enthusiastic and responsible. If you share our thinking – and have the qualities we’re looking for – you could play a big part in our dedicated team.

Latis Scientific is an equal opportunities employer.

To find out more or apply, please complete the application form and attach your CV.

If you apply for any of our vacancies and do not receive an automated response within 24 hours of submitting your application, please email us at

*No agencies please*

Closing Date