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    • Customer service: 2 years (preferred).
    • Managing a busy customer service inbox, organising, processing and replying to customer requests and queries as required.
    • Help promote service offerings to new and existing customers through proactive communication.
    • Act as a key point of contact for customers for routine service…
    • Collaborate with project managers to improve processes and make sure to optimize for client delivery.
    • Contribute to the development of integration playbooks,…
    • This role is full time (40 hours a week), working shifts.
    • Proven track record at a management level within a customer services or equivalent environment ideally…
    • Overseeing and continually improving all aspects of our customers journey, including but not limited to “what good looks like” for our customers and embedding…
    • Strong understanding of customer journey mapping and service design.
    • Proven experience in a senior customer success or customer service leadership role, ideally…
    • Experience in customer service or relationship management.
    • Additional responsibilities include organizing events, enhancing customer experiences, and…
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    • Strong customer service and compliance skills.
    • Deliver excellent customer service that goes beyond expectations.
    • Oversee till cashing up and safe deposits.
    • Lead customer journey mapping and redesign across priority journeys.
    • Act as a senior sponsor for customer‑led change initiatives.
    • You will act as a customer advocate, building strong relationships across the business.
    • A people-first approach, with a passion for customer experience and team…
    • Leading a key store department and acting as the senior leader on shift, ensuring excellent service for customers and colleagues.
    • It will suit someone with several years experience in client relationship management, operations, customer success, service management, education administration…
    • Great customer service skills and a love for delivering care.
    • Hours: 37.5 hours per week - weekday and weekend availability required.
    • Minimum of 3 years’ experience managing a customer support or service delivery team.
    • Customer service: 3 years (preferred).
    • Experience designing and evolving customer experience frameworks and service processes to deliver measurable improvements in client satisfaction.

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Job Post Details

Customer Service Manager (Maternity Cover, Fixed Term) - job post

Hello Bio Ltd
Unit 3, Moorend Farm Avenue, Bristol BS11 0QL
£32,000 - £37,000 a year - Full-time, Fixed term contract
Responded to 75% or more applications in the past 30 days, typically within 1 day.

Job details

Pay

  • £32,000 - £37,000 a year

Job type

  • Fixed term contract
  • Full-time

Shift and schedule

  • Flexitime

Location

Unit 3, Moorend Farm Avenue, Bristol BS11 0QL

Benefits

Pulled from the full job description

  • Flexitime
  • Company pension

Full job description

Overview

Join Our Team as a Customer Service Manager (Maternity Cover)!

Are you organised, detail‑focused and passionate about delivering excellent customer service? We’re looking for a proactive and capable Customer Service Manager to join our team in Avonmouth on a maternity cover basis.

Hello Bio is a fast-growing manufacturer and supplier of high quality research reagents, and biochemicals for pre-clinical life science research, to universities and pharmaceutical customers worldwide.

In this role, you will be responsible for delivering first class customer service by maintaining a busy email inbox, answering the phone, processing orders, replying to customer requests and accurately following operating procedures, guidelines and policies.

*************************************

Customer Service

  • Managing a busy customer service inbox, organising, processing and replying to customer requests and queries as required
  • Proactively resolving customer queries and complaints, liaising with other departments
  • Answering telephone enquiries and fielding as appropriate

Customer relations

  • Issuing and following up on customer quotations
  • Forwarding communications and coordinating responses when necessary
  • Communicate with customers re. overdue accounts when required

Order Processing

  • Accurately and efficiently entering order data into order database
  • Arranging, processing and shipping orders and stock shipments
  • Import/export compliance and liaise with customs brokers when required
  • Following standard operating, procedures, guidelines, GDPR and policies

Reporting

  • To assist with the reporting and evaluation of customer service KPIs.

Distributor relations

  • Liaise with Distributors
  • Update product directories

Tradeshow support

To organise equipment, travel, accommodation and conference exhibition space for the trade shows that Hello Bio attends. Liaising with couriers, obtaining quotes, packing materials and shipping to deadlines.

Office Administration

  • Maintain stationery inventories, answering door etc
  • General administrative tasks

Requirements

  • Excellent communication skills (written and verbal)
  • Strong organisational skills and attention to detail
  • Competent IT skills (Microsoft Office and databases). Training in company specific software is provided.
  • Excellent interpersonal, time management, organisational, decision making, problem solving, and communication skills

Education:

Bachelor’s degree or equivalent

Why Join Us:

  • Collaborative Environment: Join a team that values collaboration, where your contributions are recognised and appreciated.
  • Impactful Work: Be part of a company that values efficiency and precision, contributing to our commitment to quality and customer satisfaction.

We offer a competitive benefits package including a generous holiday allowance and company pension contributions.

Starting salary £32,000-£37,000. The role is based on site at our laboratories in Avonmouth, Bristol and is full time (37.5 hours) (Maternity Cover).

Benefits:

  • Company pension
  • Flexitime
  • Health & wellbeing programme

Ability to commute/relocate:

  • Bristol BS11 0QL: reliably commute or plan to relocate before starting work

Language:

  • English (required)

Work authorisation:

  • United Kingdom (required)

Work Location: In person

Application deadline: 24/06/2026

Pay: £32,000.00-£37,000.00 per year

Benefits:

  • Company pension

Application question(s):

  • Do you have experience with Microsoft office? If so, with which products and how much experience do you have?
  • You are required to include a cover letter stating why you think you are suited for the role. Have you done this?

Education:

  • Bachelor's (preferred)

Experience:

  • customer service: 2 years (preferred)
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