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 Patients, Doctors Surgeries, Hospitals and our Laboratories and Support Staff.
You will be calling out results to our clients, and dealing with pricing enquires, sending out results electronically, printing out forms as well as handling inbound calls.
Key Requirements
- Strong experience in working in a busy environment handling large volumes of administration tasks and handling inbound calls with ease and efficiency. Excellent command of the English language to effectively communicate with customers.
- Ability to prioritise and manage workload effectively.
- Degree Educated with a Science subject - you translate from the Science world to the public, so a background in a Biological Science subject particularly interesting as you will be familiar with the terminology
- Comfortable working in a corporate environment as part of a team within the service centre with a total of 30 staff, with the administration team consists of three team members, with a team of 17 staff handling inbound calls therefore supporting one another is essential.
- Proficient in various systems and experienced in using Microsoft Office package.
Main duties of the job
This role is a full time hybrid role based on various shift pattern, working 40 hours per week with shifts ranging between 0700-2300 (Monday to Friday) Flexibility required to work Saturdays between the hours of 0700-2300, Sundays 0900-1800 and Bank Holidays from time to time with shifts ranging between 4 to 8 hours. Weekend hours and Bank Holiday hours are paid as overtime. Weekends and Bank holidays are working from home and to therefore have the ability to work from home effectively.
Your responsibilities will include:
- Providing seamless support to customers, ensuring their journey with us is smooth and hassle-free.
- Handling both simple and complex enquiries electronically and on the phone with professionalism and efficiency.
- Utilising your background in science, to effectively communicate with scientists and the public, acting as a bridge between the two worlds.
- Delivering outstanding customer service on every interaction, leaving customers satisfied and delighted with their experience.
Why Join Us?
- Exciting opportunity to work in a dynamic and supportive team environment.
- Chance to develop and enhance your customer service skills while making a meaningful impact. Hybrid working weekends and bank holidays typically working from home.
- Competitive compensation package and overtime when working weekends and Bank Holidays.
- Contracted hours of work 40 hours per week (Monday to Friday)
About us
If you are ready to embark on a rewarding career where you can truly make a difference, apply now to join our team as a Service Centre Assistant!
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
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 allowance- 23 days
Flexible working hours we support and offer flexibility around shift patterns and working schedule
Job description
Job responsibilities
To provide a high level of customer service experience on the telephone and electronically. To
ensure the service standards are met for all clients internally and externally. To ensure procedures
are met both statutory and company guidelines.
Main Duties To include, but not be restricted to, the following 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 thedepartment, clients and customers.
Ensure continued smooth and effective processes of the department.
To be able to work a variety of shifts covering from 0700am 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 provide a high level of customer service experience on the telephone and electronically. To
ensure the service standards are met for all clients internally and externally. To ensure procedures
are met both statutory and company guidelines.
Main Duties To include, but not be restricted to, the following 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 thedepartment, clients and customers.
Ensure continued smooth and effective processes of the department.
To be able to work a variety of shifts covering from 0700am 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.
Skills and Abilities
Essential
- Excellent written and especially verbal telecommunication skills.
- Excellent telephone etiquette.
- Interpersonal skills and ability to self -motivate.
- Excellent listening and problem solving skills.
- Attention to detail and accuracy.
- Stress tolerance and adaptability.
- Ability to work on own initiative and as part of a team.
- Numerate.
- Highly skilled in use of Microsoft Office.
- Experience of utilising statistical analysis software.
Experience
Essential
- Experience of working within the healthcare field (preferably
- experiencing working in a QA / regulatory environment)
- Customer service experience.
- Telephone customer service experience is desirable.
Person Specification
Qualifications
Essential
- Good general standard of education, preferably a science degree, or
- equivalent.
Skills and Abilities
Essential
- Excellent written and especially verbal telecommunication skills.
- Excellent telephone etiquette.
- Interpersonal skills and ability to self -motivate.
- Excellent listening and problem solving skills.
- Attention to detail and accuracy.
- Stress tolerance and adaptability.
- Ability to work on own initiative and as part of a team.
- Numerate.
- Highly skilled in use of Microsoft Office.
- Experience of utilising statistical analysis software.
Experience
Essential
- Experience of working within the healthcare field (preferably
- experiencing working in a QA / regulatory environment)
- Customer service experience.
- Telephone customer service experience is desirable.
