Customer Resolution Supervisor

Birmingham - Calthorpe Road

This vacancy is now closed


Customer Resolution Supervisor


Would you like to be part of an organisation which is committed to improving patient lives worldwide through education, collaboration and innovation?

Do you want to make a difference?


If the answer is ‘yes’ then you’re just the kind of person we’re looking for!


The Purpose

As a Customer Resolution Supervisor, you will be responsible for supervising the Customer Resolution Assay team and ensuring the quality and accuracy of technical information being supplied from the department is of a high standard. The role will require a detailed knowledge of both assays and analytical instruments available from the Binding Site.


Role Responsibility

  • Ensuring complaints and enquires are handled in accordance with department SOP’s and regulatory requirements.
  • Review and analyse complex technical information with an ability to understand and share with stakeholders.
  • Be a source of information and guidance for the Resolution Specialists.
  • Place a strong focus on excellence and ensure all enquires are handled to the highest standards levels.
  • Deputising for the Customer Resolutions Assays Manager.
  • Separation of enquires and complaints for effective triage management.
  • Collaboration & communication with a wide variety of internal & external stakeholders to resolve complaints and ensure the highest customer satisfaction levels.
  • Development key working relationships with Technical Support groups, QA, RA, Production departments, R&D, Supply Chain & Sales & Marketing.
  • Create reports, technical literature and training materials for Resolution Specialists.
  • Review and produce feedback on complaints to Resolution Specialists and Customer Resolution Manager.
  • Be involved in product change, post-market and post launch surveillance activities.

Experience required: -

  • Degree in Science related subject, Biochemistry, Immunology and Biomedical Sciences.
  • Clinical Laboratory experience.
  • Knowledge in IVD industry.
  • Supervisory experience.
  • Ability to analyse and interpret large datasets.

Working for us:


Founded in 1986 by a group of former researchers based at the University of Birmingham, Binding Site is today recognised as a market leader in the development of products for the investigation of a range of disorders involving immunodeficiency.

The Company is built on the success of its people and values them as its key asset. Integral to Binding Site is creating a diverse and inclusive culture which welcomes and creates diversity of thought, action, and innovation where all 1,200 colleagues can truly thrive. Support and continuous education is reinforced through partnerships with organisations such as Stonewall.

With a strong focus on building a sustainable future for its workforce and local communities, Binding Site has high aspirations for continuous improvement and ensuring their people contribute to their future vision. In addition, Binding Site has recently been recognised at the 2021 Birmingham Post Business Awards, winning both “Company of the Year” and “International Trade and Export” Awards.

Working at Binding Site means being part of a global, award-winning community that delivers innovative solutions with shared ideas and a collective dedication to improving patient lives, worldwide.


Location: Birmingham

Hours: 40 hrs (Hybrid working 1-2 days onsite and remote homeworking)


  • Competitive Salary
  • Contributory Pension
  • Life Assurance
  • 25 days paid holiday plus bank holidays.