Customer Support Representative

Source Bioscience; Cambourne; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

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资源

SkinVision App

Able Futures Mental Health support

33 days holiday (inclusive of bank ho-

An extra day off on your birthday

Option to buy and sell holidays

Cycle to work scheme

Job summary

Source BioScience in Cambridge seeks an organized administrator to manage customer-facing tasks and liaise between customers, logistics and laboratory teams to ensure timely sample collection and processing.

You will support sales processing, handle confidential information with care, and provide front-of-house services at the Cambridge site while coordinating with courier services and internal teams.

Qualifications

• Previous administration experience is desirable.
• Excellent interpersonal and communication skills.
• Must be computer literate with good working knowledge of MS Office (Outlook, Excel, Word).
• Knowledge and/or experience of working within the UK healthcare system is desirable.

Responsibilities

• Liaising with customers regarding confidential clinical information and follow-up of requests.
• Log and progress customer complaints and ensure resolution with Clinical Laboratory staff.
• Clinical record keeping: scanning, printing and filing confidential records.
• Receipt and logging of external results and preparation of reports for approval by Biomedical Scientist.
• Coordinate with logistics to deliver lab sample collection kits.
• Distribute diagnostic reports to customers and healthcare professionals.
• Assist with sales processing and finance administration from test request to quotes and queries.
• Front of house duties at the Cambridge site: phone, emails, reception, post handling.
• Coordinate courier communications to ensure timely sample collection and processing.
• Work proactively with sales and laboratory teams; provide ad-hoc support during change periods.

Skills

Administration

Interpersonal communication

MS Office proficiency

Healthcare knowledge

Tools

MS Office

Job description

Job Description

This role is to manage the customer-facing administrative tasks for the Clinical Laboratory based in Cambridge. Liaise between customers, logistics and laboratory teams to ensure samples are collected and processed within stated timeframes. Further, to assist with sales processing, and work closely with other customer services personnel and the sales team as required by the business.

Main duties and responsibilities

• Liaising with customers regarding confidential clinical information including monitoring, following up and completing requests for information from service users
• Log and progress any customer complaints. Process all customer queries to conclusion and satisfaction for the customer. This will be carried out in conjunction with the Clinical Laboratory staff
• Clinical record keeping duties including scanning, printing and filing of confidential records as required
• Being responsible for receipt and logging of external results and preparation of reports for approval by Biomedical Scientist.
• Liaise with the logistics team to deliver the Clinical Lab Sample Collection kits
• Administration and distribution of diagnostic reports to customers/healthcare professionals, ensuring information regarding delivery targets are disseminated as and where necessary
• Assist with sales processing and finance function administration from the point of test request through to support with issuing a quote, its dispatch and any subsequent queries thereafter
• Provide front of house duties at the Cambridge site including answering the main telephone line, customer service emails, reception meet and greet, and handling incoming and outgoing post
• Liaise between courier and laboratory teams to ensure samples are collected from customers and processed within stated timeframes. This will include being responsible for following tracking numbers to ensure drop offs/pick ups have been completed.
• Work closely with the sales and laboratory team in a proactive way.
• Provide ad-hoc support across the division during any period of change and increased service provision

Qualifications

• Previous administration experience is desirable.
• Excellent interpersonal and communication skills.
• Must be computer literate with good working knowledge of MS Office (Outlook, Excel, Word).
• Knowledge and/or experience of working within the UK healthcare system is desirable.

Additional Information

• 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