Customer Service Coordinator

Synnovis Group LLP.; London; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading pathology company in London is seeking a Customer Service Coordinator to enhance service quality and operational efficiency. This role demands excellent communication, problem-solving skills, and attention to detail, with responsibilities that span customer service support to logistics coordination.

Benefits

Contributory pension scheme

Generous annual leave entitlement

Pay progression based on performance

Annual incentive plan for employees

Ground-breaking personal development opportunities

Qualifications

• Educated to good GCSE level or equivalent.
• Experience in a pathology laboratory or hospital environment.
• Training team members to a high standard.

Responsibilities

• Support the daily operations of the Customer Services and Logistics Department.
• Resolve escalated customer and service-related issues.
• Conduct compliance site visits and monitor courier performance.

Skills

Excellent communication skills

Problem-solving skills

Attention to detail

Ability to adapt to change

Education

Good GCSE level or equivalent

Tools

Laboratory LIMs

CRM system

Microsoft Office

Job description

Site Friars Bridge Court Town London Salary £26,900 to £30,300 per annum depending on experience Closing 30/06/2025 23:59

The place to work in pathology

We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.

Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Princess Royal University Hospital we aim to set the standard for the future of pathology.

Job overview

Do you want to improve patient pathways and our customers experience? If yes then this role could be what you’re looking for

We are a diverse team of 24 professionals, representing various grades, backgrounds, and expertise across Customer Services and Logistics. We are currently seeking a Customer Service Coordinator to join our department and play a key role in enhancing service quality and operational efficiency.

Main duties of the job

The Customer Service Coordinator plays a key role in supporting the daily operations of the Customer Services and Logistics Department. This role involves providing high-quality customer service, investigating service issues, and coordinating logistics support to ensure efficient and compliant service delivery.

The successful candidate will be highly organised and solution-focused, able to juggle multiple priorities while maintaining attention to detail. They will be responsible for handling service escalations, conducting trend analysis to identify recurring issues, and supporting the implementation of long-term improvements alongside the senior management team.

The Coordinator will also support courier performance monitoring, consumables order tracking, and route optimisation efforts, ensuring services are delivered efficiently and cost-effectively. They will contribute to quality assurance by reviewing cases and customer interactions, conducting compliance visits to sites and courier partners, and helping uphold service standards across all touchpoints.

This is a collaborative role, ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to enhancing the customer experience through strong operational support and continuous improvement.

Working for our organisation

You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.

This is managed between you and your line manager in line with your own personal and professional development ambitions.

You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.

Detailed job description and main responsibilities

• Service Quality & Compliance – Completion of structured quality monitoring through call and case reviews using the CRM system and escalate recurring issues or service risks
• Escalations & Investigations - Resolve escalated issues including logistics and service related; investigate complaints flagged by management
• Courier Site Compliance - Conduct compliance site visits across internal and external locations, including Primary Care, third-party sites, and Synnovis facilities
• Internal Communication & Stakeholder Engagement - Liaise with internal teams and external partners to escalate delays, resolve issues including non-conformance investigations
• Reporting & Documentation - Prepare reports using CRM and Microsoft Office; maintain accurate metrics, logs, and documentation.
• Training & Development - Support the training of team members using structured plans and materials, ensuring high standards and consistency.
• Participate in annual appraisals and contribute to personal and team development plans.
• Process Documentation & Improvement: Assist in documenting processes within the department and support all functions within Customer Services and Logistics where needed.

Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy’s & St Thomas’ NHS Foundation Trust and King’s College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.

The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.

The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.

Synnovis’ Corporate HQ; housing our Finance, Procurement, HR, IT, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Situated 5 minutes from London Bridge station you will have easy access to the vibrant Borough Market, Bermondsey High Street and close links to mainline stations.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.

Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependant on your availability and location.

For our Permanent workforce we offer a competitive benefits package. As well as offering competitive salaries, all employees are also entitled to:

• Contributory pension scheme
• Generous annual leave entitlement
• Pay progression based on performance
• Annual incentive plan for all employees
• Ground breaking personal development opportunities

Person specification

Qualifications

• Educated to good GCSE level or equivalent.

Experience

• Training team members to high standard
• Experience of using laboratory LIMs
• Supervisory experience
• Previous experience of working in a pathology laboratory, or hospital environment

Skills & Knowledge

• Excellent communication skills both verbal and written communication
• Able to work to deadlines and prioritise workload.
• Accuracy and attention to detail
• Ability to adapt to change within working situations.
• Excellent problem-solving skills.
• Report writing and presentational skills.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.

Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location.

For our Permanent workforce we offer a competitive benefits package.

All employees are entitled to:

• Contributory pension scheme
• Generous annual leave entitlement

Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email [e-mail]

Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications.

If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion.

Thank you for your interest in Synnovis.

Employer certification / accreditation badges

Name Gabrielle Morrison Job title Customer service and logistics compliance manager Email address [e-mail]