Customer Support Assistant in Coventry

At ALS, we encourage you to dream big. When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. Are you passionate about delivering excellent customer service and ensuring every client interaction is handled with professionalism and care? We are looking for a proactive and organised Customer Support Assistant to join our team. In this role, you will play a key part in supporting customers, resolving enquiries efficiently and helping to maintain strong relationships across the business. You will also work closely with internal teams to ensure processes run smoothly, customer requirements are met and service standards remain high. This is an exciting opportunity for someone who enjoys problem‑solving, thrives in a fast‑paced environment and is motivated by delivering outstanding support.

Hours Per Week: 37

Days Per Week: Monday to Friday, 9:00am–5:00pm, office-based, with hybrid working available after 6–12 months subject to experience and successful completion of the probation period.

Contract: Full Time and Permanent

Annual Salary: £24,596 per annum

Hiring Manager: Meera Dass

Closing Date: Thursday 19th March 2026

Day to Day:

• Act as the department invoicing lead, overseeing invoice queries and supporting improvements to the DSO (Days Sales Outstanding) position.
• Respond to customer enquiries promptly, providing thorough resolutions to issues and problems.
• Provide support and cover for the wider Customer Services team when required.
• Proactively monitor sample progress through the laboratory to ensure customer requirements are met and potential issues are identified early.
• Provide accurate information in response to enquiries or refer requests to the appropriate team or individual.
• Issue quotations to both new and existing customers.
• Support and participate in improvement initiatives and operational changes.
• Build and maintain strong working relationships with colleagues across other business functions.
• Coordinate the handling of difficult or unusual customer situations.
• Support business projects, including providing updates and assisting with the implementation of price increases.
• Manage report amendments and ensure a quick turnaround on customer requests.
• Carry out ad hoc tasks as required to support business objectives and directives.

The Essentials:

• Previous customer service experience within a commercial organisation, ideally in a similar environment.
• Excellent planning, organisational and time management skills, with the ability to prioritise workload effectively.
• Strong written and verbal communication skills.
• A professional, flexible approach to work with a strong customer focus.
• Ability to contribute to the development of customer support strategies and best practices.
• A collaborative mindset, supporting colleagues and stepping in to assist other team members when needed.
• A commitment to quality, maintaining systems and compliance with relevant regulations.
• Up-to-date knowledge of developments within your professional area and related fields.
• Experience using IT systems, including Microsoft Office.
• Ability to meet deadlines and work effectively under pressure.

Our Benefits Include:

• Annual Leave commencing at 25 days (rising to 30) plus 8 public holidays (pro rata for part time).
• Ability to Buy annual leave.
• Enhanced Company Sick Pay Scheme.
• Salary Progression Scheme based on technical and behavioural competencies.
• ‘Celebrating Success’ Recognition Awards.
• Perkbox membership providing access to discount vouchers and wellness hub.
• Learning/study support.
• Group Personal Pension Plan.
• Car Parking on-site.

Working at ALS: The ALS team is a diverse and dedicated community united by our passion to make a difference in the world. Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence. At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programmes and opportunities that help you build a diverse career with us. We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters: ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued. ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.

Eligibility: To be eligible to work at ALS you must be a citizen or permanent resident of the country you are applying for, or either hold or be able to obtain a valid working visa.

How To Apply: Please apply online and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.