Client Services Specialist

Gene by Gene, Ltd.; Glasgow; On-site; GBP 26,000 - 38,000; Full time

Job summary

Gene by Gene, Ltd. is seeking a Client Services Specialist to act as the UK and Europe face of the company. You will manage client enquiries via phone, email, and chat, resolving issues with speed and accuracy while maintaining data protection standards.

You will coordinate with global teams to ensure smooth handoffs and timely results. The role requires a proactive, solution-oriented mindset and comfort with CRM systems.

Qualifications

• Need 2+ years in a client service or contact centre role.
• Experience in healthcare/biotech or regulated industry is desirable.
• Experience supporting clients across multiple channels.

Responsibilities

• Manage UK & European client enquiries via phone, email and chat, resolving with pace and accuracy.
• Own inquiries through to resolution, meeting SLAs.
• Handle orders, replacements, returns, and account updates in CRM/order systems.

Skills

Communication skills

CRM proficiency

Attention to detail

Multi-channel support

GDPR knowledge

Google Workspace

Education

GCSE English & Maths

A-levels or degree desirable

Tools

Zoho

Zendesk

Salesforce

Job description

Position Overview

We are a global biotechnology company with a presence in the United States, United Kingdom, and Australia, integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA, and myDNA reporting services to deliver precision health and genealogy services to clients around the world.

The Client Services Specialist is the face and voice of our company for clients across the United Kingdom and Europe. This role owns client enquiries from first contact through to resolution, delivering fast, accurate, and genuinely helpful support across phone, email, and chat. As part of a lean, high-performing global team, the Client Service Specialist has real ownership of the client experience in the region and works closely with colleagues in the United States and Australia to keep things moving without disruption. This role suits someone who thrives on pace and variety, brings energy and a solutions-first mindset to every interaction, and takes pride in turning a client’s problem into a great experience.

Accountabilities and Responsibilities

• Client Enquiry Management
• • Serve as the first point of contact for UK and European client across phone, email, and chat, resolving enquiries about DNA test kits, orders, results, and accounts with pace and accuracy.
  • Own each enquiry through to resolution, meeting or beating agreed response and resolution SLAs.
  • Communicate complex genetic testing processes in clear, accessible language tailored to each client.
• Order and Account Support
• • Manage kit orders, replacements, returns, and account updates end to end within CRM and order management systems.
  • Handle client data with care and in full compliance with UK GDPR and the Data Protection Act 2018.
  • Coordinate with logistics partners to resolve dispatch and delivery issues for UK and European shipments.
• Issue Resolution and Escalation
• • Approach every issue with a solutions-first mindset: diagnose quickly, act decisively, and keep the client informed throughout.
  • Resolve complaints at first contact wherever possible, and elevate promptly and with complete context when specialist or leadership input is needed.
  • Identify recurring issues and flag root causes so problems are fixed once, not handled repeatedly.
• Cross-Regional Collaboration
• • Partner with laboratory operations in Houston and colleagues in Australia to track samples, chase results, and manage handoffs seamlessly across time zones.
  • As the UK-based voice of the client, share regional insights, trends, and feedback with global Client Services and Product teams.
• Continuous Improvement
• • Contribute to and maintain knowledge base articles, macros, and response templates that lift the whole team’s speed and consistency.
  • In a lean, high-ownership team, actively suggest and help implement process improvements rather than waiting for direction.

Position Requirements

• Skills & Knowledge
• • Outstanding written and verbal communication with a warm, professional, and confident tone
  • Strong interpersonal ability to liaise effectively between laboratory teams and external clients
  • A bias for action: comfortable working at pace, juggling priorities, and moving quickly without sacrificing accuracy
  • Solutions-first mindset with genuine resilience and positivity when handling challenging conversations
  • Confident with CRM and ticketing platforms (e.g. Zoho, Zendesk, Salesforce) and quick to learn new systems
  • Strong proficiency utilizing Google Workspace (Docs, Sheets), and email management platforms
  • Exceptional written skills with the ability to convey scientific/technical terminology clearly to clients and write structured SOPs
  • Working knowledge of UK GDPR and best practice in handling sensitive personal data
• Experience
• • 2+ years in a client service, client services, or contact centre role
  • Experience in healthcare, biotechnology, diagnostics, or another regulated industry is desirable
  • Experience supporting clients across multiple channels (phone, email, chat) is preferred
• Education:
• • GCSEs (or equivalent) including English and Maths
  • A-levels, a relevant vocational qualification, or a degree is desirable but not essential

Key Relationships / Stakeholders

• Internal Stakeholders
• • Client Services Manager and the global Client Services team (United States, United Kingdom, Australia)
  • Laboratory Operations
  • Order Fulfilment and Logistics
  • Product and Marketing teams
  • IT and Systems Support
• External Stakeholders
• • Clients across the United Kingdom and Europe
  • Courier and logistics partners
  • Healthcare professionals and partner clinics, where applicable

Decision Making

• Decisions this role makes alone
• • Resolution of standard client enquiries, including replacements and goodwill gestures within authorised limits
  • Prioritisation of the personal enquiry queue to meet SLAs
  • Wording and tone of client communications within brand and compliance guidelines
• Decisions this role makes under guidance or escalates
• • Refunds or compensation above authorised thresholds (with Client Services Manager)
  • Complaints with potential legal, regulatory, or reputational implications (with Client Services Manager and Compliance)
  • Exceptions to policy or standard process (with Client Services Manager)
  • Suspected data protection incidents (escalated immediately per data protection procedures)

Why Join Us

At myDNA Life Europe you’ll join a mission-driven team advancing the science of genetics and discovery. You’ll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact.