[ref. d51765122] Customer Service Advisor
The place to work in pathology
We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.
Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Princess Royal University Hospital we aim to set the standard for the future of pathology.
Job overview
What does Customer Service mean to you:
Being shouted at by irate customers?- Stuck in a basement, only connected to the outside world through a headset?
- Working for a budget airline but not going anywhere? It’s not like that here.
Calls typically last about 90 seconds and our customers aren’t aggressive, even when something hasn’t gone quite according to plan. You’ll be helping healthcare professionals, chemists, hospitals and GP surgeries, who typically want to establish timescales for turnaround times or even additional services.
You will field the odd call but generally be able to close the enquiry on your own, without a Call Centre Boss hanging over you.
Customer Services is open Monday to Friday 08:00am to 20:00pm, you will be working 37.5 hours per week, on a rotating shift pattern.
If you have not done Customer Service work before, that’s okay. This is open to you too if you can demonstrate the following behaviours and helping people is your thing:
- You’re personable
- You’re happy to ask questions
- You like helping people
So, who are we and what do we do?
Synnovis looks after the Pathology Services for our customers, on their behalf in a joint venture arrangement. Pathology operates behind the scenes day and night to help find out what’s happening to people’s health and what can be done to make them feel better.Those working in Pathology are the unsung heroes of healthcare.
Main duties of the job
Main duties of the job- Deal with telephone enquiries directing/transferring callers to the appropriate section accordingly.
- Be the first point of contact for written, telephone and personal enquiries on behalf of the department using own judgment to establish validity and priority of the contact, and who to pass the enquiry onto.
- Communicate with medical professionals and all staff within the trust to ensure all enquiries are dealt with efficiently.
- Act as first point of call for dealing with complaints and queries.
- The post holder will provide a general administrative support for the smooth running of the department.
- Liaise with different service areas and departments of Synnovis.
- Liaise with all external customers from other hospitals, surgeries or Medical practices and ensuring the best possible customer service
Working for our organisation
Your development and learning
You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.
This is managed between you and your line manager in line with your own personal and professional development ambitions.
You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.
Detailed job description and main responsibilities
Essential Criteria- Educated to good GCSE level or equivalent.
- Experience of word processing packages, databases, and spreadsheets.
- Excellent communication skills – written and verbal.
- Proven computer keyboard skills.
- Good interpersonal and telephone skills and written and verbal communication skills.
- Able to work to deadlines and prioritise workload.
- Accuracy and attention to detail.
- Excellent organisational skills.
- Ability to adapt to change within working situations.
- Knowledge of secretarial procedures.
- Able to work under own initiatives.
- Customer Service NVQ level 2 or equivalent.
- Knowledge of medical terminology.
- Experience of working in a Laboratory or hospital environment.
- Willingness to learn.
Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy’s & St Thomas’ NHS Foundation Trust and King’s College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.
The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.
The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.
Synnovis Hub
Synnovis’ Corporate HQ; housing our Finance, Procurement, HR, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Situated 5 minutes from Southwark station you will have easy access to the vibrant South Bank and local amenities
Person specification
Qualifications
Essential criteria- Educated to good GCSE level or equivalent.
- Customer Service NVQ level 2 or equivalent.
Experience
Essential criteria- Experience of word processing packages, databases, and spreadsheets.
- Knowledge of medical terminology.
- Experience of working in a Laboratory or hospital environment.
Skills & Knowledge
Essential criteria- Excellent communication skills – written and verbal.
- Proven computer keyboard skills.
- Good interpersonal and telephone skills and written and verbal communication skills.
- Able to work to deadlines and prioritise workload.
- Accuracy and attention to detail. Excellent organisational skills.
- Ability to adapt to change within working situations.
- Knowledge of secretarial procedures.
- Able to work under own initiatives
- Willingness to learn.
Equality of opportunity is our policy.
Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location.
For our Permanent workforce we offer a competitive benefits package.
All employees are entitled to:
- Contributory pension scheme
- Generous annual leave entitlement
- Ground breaking development
opportunities
Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email [email protected]
Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications.
If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion.
Thank you for your interest in Synnovis.