Customer Service Representative

Eurofins; Wolverhampton; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Enhanced Annual Leave Entitlement

Annual Leave Sellback Scheme

Company Pension Plan

Life Assurance Scheme

Job summary

Eurofins is seeking a proactive Customer Service Advisor to be the first point of contact for client inquiries. You will manage emails and calls, update records, and route complex queries to the right teams, ensuring timely responses and accurate information.

The role emphasizes high customer focus, organisation, and teamwork within a 37.5-hour week. Training and development opportunities are available to support progression within Eurofins.

Qualifications

• GCSEs (or equivalent) in English and Mathematics.
• Understanding of customer service principles and practices.
• Proven track record in a customer service role.
• Experience managing customer enquiries and resolving issues.
• Experience working to deadlines and managing multiple priorities.

Responsibilities

• Be the first point of contact for customer emails or calls.
• Respond to enquiries at first point of contact where possible.
• Transfer queries to the appropriate person when needed and follow up.
• Maintain professionalism and build rapport with clients.
• Update customer information in the database.
• Provide accurate information using established tools and methods.
• Support the sales team in identifying customer needs and opportunities.
• Deliver high levels of customer satisfaction and care.

Skills

Customer service

Communication

Time management

Teamwork

MS Office

Attention to detail

Multitasking

Professionalism

Education

GCSEs in English & Maths

Tools

Outlook

Word

Excel

Job description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

We’re proud to be an armed forces-friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.

Job Description

Unfortunately we are unable to offer sponsorship for this role.

37.5 Hours per week. Monday - Friday. 8:00 - 16:00, 9:00 - 17:00 and 10:00 - 18:00.

Purpose of the post:

To be the first point of contact for any customer communication coming into Eurofins, including interco partners; to ensure the customers get a timely response or are directed to the appropriate business area quickly and efficiently.

• To act as the first point of contact for email or telephone communication from our customers in a professional manner.
• To ensure customer enquiries are responded to at first point of contact where this is possible.
• To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Provide accurate, valid and complete information by using the right methods and tools
• To be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system
• To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities
• Delivering customer satisfaction by listening to and exceeding customer expectations
• Provide a high level of internal and external customer care.
• The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager

Qualifications

• Good standard of education including GCSEs (or equivalent) in English and Mathematics.
• Good general educational background.
• Understanding of customer service principles and practices.
• Proven track record in a customer service role.
• Experience managing customer enquiries and resolving issues.
• Experience working to deadlines and managing multiple priorities.
• Competent Microsoft Office skills, particularly Outlook, Word and Excel.
• Ability to accurately process customer requests
• Excellent verbal and written communication skills.
• Strong customer focus and commitment to service excellence.
• Ability to build positive customer relationships.
• Excellent organisational and time management skills.
• Strong attention to detail and accuracy.
• Ability to prioritise workload effectively.
• Ability to work independently and as part of a team.
• Professional, flexible and positive approach.

Additional Information

At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.

As a Eurofins employee you will benefit from:

• Enhanced Annual Leave Entitlement
• Annual Leave Sellback Scheme
• Additional Annual Leave at Employees set service dates
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Healthcare Cash Plan (6+ months service)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health and Wellbeing Programmes
• Worldwide career opportunities
• We also have in place rewards recognising the great work ouremployees deliver, their dedicated service and celebrating special life events.

What Happens Next

Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and it's requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.

Your data

As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date

We reserve the right to close or extend this position depending on application numbers.

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.

We support your development!

Do you feel you don’t match 100% of the requirements? Eurofins companies are committed to supporting your career development.

Weembracediversity!

Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us!

We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!