Customer Consultant Liasion Officer

Source BioScience; North Runcton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading laboratory services provider in North Runcton seeks a Customer and Consultant Liaison Officer to facilitate excellent communication and timely reporting. Responsibilities include managing customer queries, creating reports, and overseeing consultant performance within quality standards. Candidates must prove their Right to Work in the UK and undergo a DBS Check. The position offers a full-time contract and various employee benefits including life assurance and health programs.

Benefits

Life Assurance x4 salary

Employee Assistance Programme

Medicash health cash plan

Shopping & leisure discount portal

Virtual GP Service

Health and wellbeing resources

33 days holiday

Extra day off on your birthday

Cycle to work scheme

Qualifications

• Proof of Right to Work in the UK is required.
• References and a DBS Check must be provided.
• Experience in customer service or similar roles is a plus.

Responsibilities

• Respond to customer queries via various channels.
• Create and analyze weekly customer reports.
• Manage consultant performance and reporting capacity.
• Ensure compliance with quality procedures.

Skills

Customer service

Data analysis

Communication

Problem-solving

Job description

Company Description

Source BioScience Limited is an international provider of integrated state of the art Laboratory Services and Products. Headquartered in the UK, Source BioScience is a fully owned subsidiary of SourceBio International plc.

Job Description

This is a full time position working 40 hours per week Monday to Friday.

Closing date

Closing date 31 October 2025.

Summary

As part of the Customer and Consultant Liaison team, a Customer and Consultant Liaison Officer will assist in the delivery of support to both customers and consultants ensuring an excellent and efficient reporting service is provided meeting and where possible exceeding customer’s reporting turnaround times and expectations. You will manage all consultants and proactively monitor all cases for reporting ensuring timely reporting is delivered to all our customers. Providing informative and responsive communication to improve consultant performance and in turn increasing customer satisfaction and retention.

Duties

• Respond to all customer queries via email telephone or face to face with correct and accurate information.
• Create weekly customer reports, analyse the data in the reports and take the appropriate action to ensure cases are being progressed to completion within the agreed turnaround time.
• Chase any outstanding additional requests with the customer and laboratory team to achieve timely processing for efficient reporting
• Manage all second opinion and declined cases to ensure timely report delivery within the expected turnaround time. Notify any customers of any potential delays
• Weekly teams call with customers to maintain strong relationships. Update the team with minutes of the meeting, taking ownership of any actions discussed to completion.
• Discuss with our customers their workflows – what they want to send, specimen types and complete workflow management so we can plan how to deliver the service they require.
• Responding promptly to all customer enquiries and complaints
• Create and maintain customer account details for all reporting portals.
• Continuous management of customer accounts, updating customer information to ensure timely and accurate.
• Maintaining a positive, empathetic, and professional attitude toward customers always
• Manage consultant performance focusing on their turn around times for reporting of cases assigned to them.
• Plan consultant reporting capacity for the reporting of all cases received for reporting. Liaise with all consultants to understanding their weekly case capacity volumes for reporting, managing annual leave, and finding more reporting capacity when volumes of cases increase or exceed the current capacity.
• Update the consultant portal with each consultant’s reporting capacity and their annual leave. Manage upcoming annual leave to ensure slides are returned so cases can be managed and re allocated if required for timely reporting.
• Working with the consultant team to create maximum reporting capacity and recorded accurately to discuss with the customers so we can receive maximum number of cases for reporting.
• IQA Management, providing feedback to the Medical Director of any discrepancies and following instruction for further actions and or reports to be issued, updating the IQA tracker and informing customer of any additional or amended reports and recording where necessary in the Quality Management System
• Manage each consultant’s file to ensure all documentation is present and up to date monitoring expiry dates of certificates to know when to request an update new certificate.
• On board new consultants working alongside the Medical Director.
• Manage all consultant report reviews, second opinion and audits appropriately and efficiently.
• Ensure own compliance with Quality procedures. Raise and complete non-conformances and complaints in the quality management system, ensuring they are raised timely and accurately through to completion identifying correct root cause analysis and any CAPA’s which are required.
• Professionalism and patient focused attitude.

Qualifications

Successful candidates will be required to provide proof of Right to Work in the UK, references and are subject to a DBS Check prior to starting.

Additional Information

Due to the volume of applications, we apologise that we are unable to respond individually to each application. If we have not contacted you within 7 working days your application has been unsuccessful and your details have not been retained. Please feel free to apply for any other position you may see in the future. We reserve the right to close this advert early.

Income Protection

• Life Assurance x4 salary
• Employee Assistance Programme
• Medicash health cash plan
• Shopping & leisure discount portal
• Virtual GP Service
• mProve Yourself health and wellbeing resources
• SkinVision App
• Able Futures Mental Health support
• 33 days holiday (inclusive of bank holidays) increasing with LOS
• An extra day off on your birthday
• Option to buy and sell holidays
• Cycle to work scheme