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- Tasks: Engage with customers, manage orders, and resolve complaints in a dynamic team environment.
- Company: Yourgene Health is a leader in genomic medicine, advancing diagnostic science globally.
- Benefits: Enjoy a competitive salary, benefits package, and a vibrant workplace culture.
- Why this job: Join a fast-paced, innovative team dedicated to improving customer experiences in healthcare.
- Qualifications: Customer service experience and strong communication skills are essential; a passion for learning is a plus.
- Other info: This is a 13-month fixed-term role based at our Manchester HQ, starting in August.
The predicted salary is between 28800 - 43200 £ per year.
Job title: Customer Care Specialist
Reports to: Customer Care Manager
Location: Based onsite at our HQ located on Manchester Science Park
Contract Type: Full-time, 13-months fixed term contract to start in August
Salary & Benefits: Competitive Salary + Benefits Package
About Yourgene Health:
Yourgene Health is a leading integrated technologies and services business, enabling the delivery of genomic medicine. The group works in partnership with global leaders in DNA technology to advance diagnostic science.
Yourgene primarily develops, manufactures, and commercialises simple and accurate molecular diagnostic solutions, for reproductive health, precision medicine and infectious diseases. The Group\’s flagship in vitro diagnostic products include non -invasive prenatal tests (NIPT) for Down\’s Syndrome and other genetic disorders, Cystic Fibrosis screening tests, invasive rapid aneuploidy tests and DPYD genotyping.
Yourgene has a range of innovative DNA sample preparation platforms, powered by Ranger® Technology, the Yourgene LightBench® and Yourgene QS250, ideal for cell free DNA applications in NIPT and oncology including liquid biopsy.
Yourgene also has a global laboratory service network equipped to be a full life-cycle partner for clinical, research and pharmaceutical organisations to support partners at the preclinical, clinical, and post market stage to develop, manufacture, obtain regulatory approval and commercialise new products and services. In addition, Yourgene offers and NIPT and high throughput Covid testing service.
Yourgene Health is headquartered in Manchester, UK with facilities in Taipei, Singapore, the US and Canada.
Our Culture:
Yourgene is a growing, vibrant and exciting place to work, we are looking for committed driven individuals to be part of our next growth journey. Our culture is described by our employee\’s as collegiate, friendly, professional, innovative, open and fast paced. We have nay social and wellbeing initiatives run by our Social Huddle that keep our sense of community alive during challenging times that the pandemic has thrown our way. At Yourgene we focus on putting values led programmes in place to ensure that we can attract, retain and develop our people. We want our people to have a career with Yourgene and we ensure that they are recognised and rewarded for their achievements and commitment, everyone plays a critical role in our growth journey.
Description of role:
We are hiring for a Customer Care Specialist to join our customer care team on a 13-months fixed term contract to start in August. This role is based onsite at the UK head office of Yourgene Health (YGH) in Manchester within a diverse Customer Care Team. YGH is an international molecular diagnostics group which develops and commercialises genetic products and services. The group works in partnership with global leaders in DNA technology to advance diagnostic science. To support our strategic growth plans and our goal of delivering a continuously improving Customer journey we are looking for the right individual to contribute to our organisation. You will work in a team of currently 5 individuals who look after internal and external customers across our global operations to ensure that the service standards and expectations of our customers are met.
Key areas of responsibility:
- Daily interaction with customers in the assigned territory responding to all incoming enquiries, orders and complaints in a timely fashion and with accuracy.
- Build strong relationships with external and internal stakeholders, optimising touchpoints and identifying opportunities to improve the customer experience.
- Track the full order cycle from processing of orders to shipment and invoicing and communicate with Sales, Operations and Logistics teams to overcome any obstacles.
- Own complaints relevant to your customer base and push for quick and thorough resolutions
- Participate in weekly fulfilment meetings; providing brief weekly reports on orders placed, issues faced and proposals to resolve.
- Maintain accuracy of data such as pricing and contact details in our NetSuite database.
- Undertake any such additional duties that are commensurate with the level of this post.
This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to incorporate changes and developments in the YGH business. Any changes will be discussed in full and agreement being reached with the post holder as to how their role will develop and grow to suit the needs of a fast-changing business.
Qualifications, Skills and Abilities:
Essential:
- Demonstrable experience of supporting customers in a customer service role.
- Ability to cope with the demands of a fast-paced technology-based business.
- Must be willing to learn new aspects of the role and have a pro-active approach to source and share information.
- Must be a strong verbal and written communicator with an ability to build strong relationships across geographies and cultures and work collaboratively.
- Excellent organisational skills and an ability to work to tight and moving timelines.
- A sense of enthusiasm, integrity, a can-do attitude, and a willingness to succeed.
Beneficial:
- Existing knowledge of Clinical Diagnostics environment, genetics or molecular biology (incl. techniques such as NGS and PCR) and the importance of relevant international regulations.
- Knowledge of how to use systems SAGE or NetSuite.
Closing Date:
Sunday 20th July 2025
Equal opportunities:
Yourgene Health and the Novacyt Group of companies provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives:
Yourgene Health and the Novacyt Group of companies is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Yourgene Health and Novacyt Group employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Yourgene Health and the Novacyt Group of companies. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Customer Care Professional employer: Yourgene Health
Contact Detail:
Yourgene Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Professional
✨Tip Number 1
Familiarise yourself with the latest trends in molecular diagnostics and genetic testing. Understanding the products and services offered by Yourgene Health will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Yourgene Health on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples from your past customer service experiences that showcase your ability to handle complaints and build relationships. Tailoring your responses to reflect the fast-paced environment of a technology-based business will set you apart.
✨Tip Number 4
Research the key stakeholders and teams you would be interacting with at Yourgene Health. Understanding their roles and how they contribute to customer care can help you articulate how you would effectively collaborate with them in your potential role.
We think you need these skills to ace Customer Care Professional
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and qualifications required for the Customer Care Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles you've held, particularly in fast-paced environments. Use specific examples to demonstrate your ability to handle enquiries, complaints, and build relationships with customers.
Showcase Communication Skills: Since strong verbal and written communication skills are essential for this role, ensure your application reflects this. Use clear and concise language, and consider including examples of how you've successfully communicated with diverse stakeholders in the past.
Express Enthusiasm for the Company: Research Yourgene Health and express your enthusiasm for their mission and values in your application. Mention any specific aspects of the company culture or their products that resonate with you, showing that you're genuinely interested in being part of their team.
How to prepare for a job interview at Yourgene Health
✨Know Yourgene Health Inside Out
Before the interview, take some time to research Yourgene Health and its products. Understanding their role in genomic medicine and the specific services they offer will show your genuine interest in the company and help you answer questions more effectively.
✨Demonstrate Customer Care Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've handled difficult situations, resolved complaints, and built strong relationships with customers, as these are key aspects of the role.
✨Show Enthusiasm and a Can-Do Attitude
Yourgene values individuals with a positive attitude and a willingness to learn. During the interview, express your enthusiasm for the role and the company, and be prepared to discuss how you approach challenges with a proactive mindset.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. This could include inquiries about the team dynamics, growth opportunities within the company, or how success is measured in the Customer Care team. It shows you're engaged and serious about the position.
