Laboratory Service Centre Assistant

Integrated Care System; London; On-site; GBP 24,000 - 29,000; Full time

Job summary

A healthcare service provider in London is looking for a Service Centre Assistant to provide excellent customer service via telephone and electronic systems. The role requires handling a high volume of inquiries, effective communication, and experience in healthcare. This is a full-time, on-site position with various shifts. The salary can go up to £28,808 per annum depending on experience, along with several employee benefits.

Benefits

Training and development opportunities

Annual salary review

Discounted gym membership

Cash healthcare plan

Sick pay entitlement

Permanent health insurance

Life assurance

Employee assistance programme

Season ticket loan scheme

Perkbox access

Company pension scheme

Flexible working hours

Qualifications

• Experience in healthcare, ideally in a QA/regulatory environment.
• Experience of handling a high volume of telephone calls.

Responsibilities

• Deliver excellent customer service via telecommunication and electronic systems.
• Ensure departmental service indicators are met daily.
• Handle and resolve complaints, escalating unresolved issues.

Skills

Excellent written and verbal communication skills

Data analysis and reporting

Proficiency in Microsoft Office

Ability to prioritize workload

Education

Good general education, preferably a science degree or equivalent

Job description

As a Service Centre Assistant, you will be at the forefront of ensuring our customers receive the highest level of support and satisfaction. Your excellent written and verbal communication skills and positive, proactive attitude will shine as you assist customers with a wide range of inquiries through various electronic channels and on the telephone. Your contact will be with hospital, clinic, and laboratory support staff within the M25.

The work is varied, involving handling incoming calls, making outbound calls to clients and customers internally and externally, and managing some administrative tasks throughout the day.

Main duties of the job

• Handling a high volume of telephone calls from clients to book, cancel, or change courier collections, with experience in data analysis and reporting. Excellent command of English to communicate effectively with customers.
• Proficient in various systems and experienced in using the Microsoft Office suite.
• Ability to prioritize and manage workload effectively in a dynamic contact centre environment.
• Working within a team of 30 staff, including an administration team of three and a team of 17 handling inbound calls; supporting each other is essential.
• This is a full-time, on-site role with shifts between 09:00-19:00, Monday to Friday. Flexibility to work weekends and bank holidays is required, with overtime paid for weekend and bank holiday hours.

About us

At TDL, we offer excellent staff benefits including:

• Training and development opportunities supporting professional growth
• Annual salary review—negotiable based on experience, with no salary band restrictions
• Discounted gym membership through Better Gyms
• Cash healthcare plan providing cashback on healthcare costs
• Sick pay entitlement—5 paid days in the first year, 20 days thereafter
• Permanent health insurance and death in service cover
• Life assurance for long-term illness (after six months)
• Employee assistance programme supporting staff wellbeing
• Season ticket loan scheme—interest-free travel loans
• Perkbox—access to staff discounts
• Company pension scheme—contributions increase with service
• Annual leave—23 days, with flexible working hours available

Job responsibilities

Represent The Doctors Laboratory as the first point of contact, delivering excellent customer service via telecommunication and electronic systems. Ensure departmental service indicators are met daily, respond appropriately to customer needs, handle and resolve complaints, and escalate unresolved issues. Develop customer rapport, complete assigned tasks to standards, and actively engage with training to understand all aspects of the role. Be knowledgeable in using telephone systems, IT equipment, and software. Communicate effectively with internal departments and ensure smooth departmental operations. Work a variety of shifts from 07:00 to 23:00, including weekends and bank holidays, with shifts paid as overtime. Contracted hours are 40 per week.

Person Specification

Qualifications

• Good general education, preferably a science degree or equivalent.

Experience

• Experience in healthcare, ideally in a QA/regulatory environment.

Depending on experience, salary up to £28,808 per annum DOE.