Job summary
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, where you will be handling incoming calls as well as making outbound calls to our clients and customers internally and externally, whilst also handling some administration work throughout the day.
Main duties of the job
- Strong experience in working in a busy environment handling large volumes of telephone calls from our clients to book, cancel or change a Courier Collection. With a combination of Data Analysis and reporting. Excellent command of the English language to effectively communicate with customers.
- Proficient in various system and experienced in using Microsoft Office Package.
- Ability to prioritise and manage workload effectively in a dynamic Contact Centre environment.
- Comfortable working in a corporate environment as part of a team within the service centre with a total of 30 staff, with an administration team consists of three team members, with a team of 17 staff handling inbound calls therefore supporting one another is essential.
- This role is a full-time on-site role based on various shift pattern, working 40 hours per week with shifts ranging between 0900-1900 (Monday to Friday) Flexibility required to work Saturdays, Sundays and Bank holidays as required. Weekend hours and Bank Holiday hours are paid as overtime.
About us
At TDL we offer a variety of excellent staff benefits including:
Training and development opportunities supporting professional development
Annual salary review- No banding restrictions:As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.
Discounted gym membership we have a corporate gym membership scheme with Better Gyms
Cash healthcare plan cash back on a variety of healthcare costs including dentist and opticians
Sick Pay Entitlement 5 paid days in the first year of employment, 20 days thereafter
Permanent Health Insurance and Death in Service Cover
Life Assurance providing salary continuation for long term illness (six months qualifying period)
Employee Assistance Programme supporting staff wellbeing
Season Ticket Loan Scheme interest free loan for the cost of annual travel ticket
Perkbox Access to additional staff perks and benefits such as high street discounts
Company Pension Scheme company and staff contributions which increase with service
Competitive annual leave allowance23 days
Flexible working hours we support and offer flexibility around shift patterns and working schedule
Job description
Job responsibilities
To
represent The Doctors Laboratory as the first point of contact.
To
deliver excellent customer service through telecommunication and electronic
systems.
To understand
the departments key service indicators and to ensure these are met daily.
To
respond appropriately to customers, clients and patients to their service needs
and requirements.
To
handle and resolve complaints and issues as first point of contact resolution
and to provide appropriate feedback to seniors.
To
direct requests and unresolved issues to the appropriate department or Team
Leader.
Actively
develop customer and client rapports.
To ensure
all tasks assigned are handled and completely to the standards set by the
training officer by the end of the shift, and to seek help with the workload if
required. To be fully part of the day to day operations of the department
To
fully engage with the Training Officer within the department to fully
understand all aspects of the role, and to ensure all documentation has been
recorded as requested.
To
be knowledgeable and adept with the telephone system, IT equipment and all
associated software.
To
communicate and coordinate with internal departments, for the requests and
needs of the department, clients and customers.
Ensure
continued smooth and effective processes of the department.
To
be able to work a variety of shifts covering from 07:00am until 23:00
throughout the week also covering weekends and bank holidays. Saturday opening
hours 0700-2300, Sunday 0900-1800 Bank holidays hours 0900-1730. Shifts are
eight hours per day (Monday to Friday) and vary on the weekend ranging from 4
hours to 8 hours.
We
operate a hybrid working pattern based on shift patterns Monday-Friday.
Saturday, Sundays and bank holidays all shifts are working from home. All
Weekend and Bank holiday shifts are paid as overtime.
Contracted
hours are 40 hours per week.
Job description
Job responsibilities
To
represent The Doctors Laboratory as the first point of contact.
To
deliver excellent customer service through telecommunication and electronic
systems.
To understand
the departments key service indicators and to ensure these are met daily.
To
respond appropriately to customers, clients and patients to their service needs
and requirements.
To
handle and resolve complaints and issues as first point of contact resolution
and to provide appropriate feedback to seniors.
To
direct requests and unresolved issues to the appropriate department or Team
Leader.
Actively
develop customer and client rapports.
To ensure
all tasks assigned are handled and completely to the standards set by the
training officer by the end of the shift, and to seek help with the workload if
required. To be fully part of the day to day operations of the department
To
fully engage with the Training Officer within the department to fully
understand all aspects of the role, and to ensure all documentation has been
recorded as requested.
To
be knowledgeable and adept with the telephone system, IT equipment and all
associated software.
To
communicate and coordinate with internal departments, for the requests and
needs of the department, clients and customers.
Ensure
continued smooth and effective processes of the department.
To
be able to work a variety of shifts covering from 07:00am until 23:00
throughout the week also covering weekends and bank holidays. Saturday opening
hours 0700-2300, Sunday 0900-1800 Bank holidays hours 0900-1730. Shifts are
eight hours per day (Monday to Friday) and vary on the weekend ranging from 4
hours to 8 hours.
We
operate a hybrid working pattern based on shift patterns Monday-Friday.
Saturday, Sundays and bank holidays all shifts are working from home. All
Weekend and Bank holiday shifts are paid as overtime.
Contracted
hours are 40 hours per week.
Person Specification
Qualifications
Essential
- Good general standard of education, preferably a science degree, or equivalent.
Experience
Essential
- Experience of working within the healthcare field (preferably experiencing working in a QA / regulatory environment)
- Customer service experience.
Person Specification
Qualifications
Essential
- Good general standard of education, preferably a science degree, or equivalent.
Experience
Essential
- Experience of working within the healthcare field (preferably experiencing working in a QA / regulatory environment)
- Customer service experience.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
