Customer Service Specialist in England

You must be available to work overtime and weekends on an ad hoc basis to meet the needs of the business. Regular travel to customer sites or potential sites (up to 25% of time), regularly on short notice. The ideal candidate will be based in England.

The Customer Service Specialist will be responsible for ensuring a high level of customer satisfaction by providing excellent customer service, building strong relationships with key stakeholders, and continuously improving customer service processes. The specialist also interacts with the lab team and case control team and works closely with cross-functional teams to ensure a seamless customer experience.

Responsibilities:

• Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently.
• Build and maintain strong relationships with key stakeholders in UK sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded.
• Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience.
• Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty.
• Develop and implement customer service policies and procedures to ensure consistency and quality of service.
• Analyze customer data and feedback to identify trends and potential improvements.
• Participate in regular training of sites and provision of demonstrations of the software, partaking in site development activities to stay up-to-date on product releases and to consistently offer a high level of customer service.
• Contribute to the development of marketing and promotional strategies for the UK as needed.
• Training required for the role, may include ISMS, GLP, DocuSign and GDPR awareness.

Case Administration & Technical Support:

• Monitor all cases received by Diagnexia UK to ensure timely processing and documentation.
• Register and maintain referring clinician and patient information for each case.
• Perform quality assurance checks on samples and data transcription.
• Track, document, and escalate technical issues appropriately.
• Maintain accurate records in compliance with GDPR, CQC, and all data protection protocols.
• Ensure health and safety requirements are followed at all times.

Leadership & Team Support:

• Provide guidance and support to colleagues and junior team members where required.
• Contribute to continuous improvement initiatives and operational excellence across the UK service team.

Required Skills and Experience:

• Degree in a scientific field.
• Knowledge in the digital pathology field would be a distinct advantage.
• Strong experience in data management and analysis.
• Proven experience in a customer service role.
• Ability to work tactically and respond dynamically to any troubleshooting requirements.
• Experienced user of Excel with proficiency in the use of MS Office tools.
• Proficient numerical ability to record, interpret and analyze data.
• Excellent understanding of clerical principles, such as proper organization of important documents.
• Superb decision-making and critical thinking skills.
• Experience with GLP regulations or software will be ‘a distinct advantage’.

Soft Skills:

• Demonstrated leadership skills in previous positions and keen to develop these skills further.
• Bring a sense of urgency to the work and able to execute tasks using initiative.
• Enjoy innovating and bringing new ideas to the table.
• Value autonomy in your role and independence to manage your own time and workload.
• Highly collaborative and enjoy working with diverse teams.
• Thrive in a fast-paced environment and can manage changing priorities.
• Great written and oral English language skills.

Benefits:

• Competitive salary with performance-based annual increments.
• Healthcare benefits.
• Competitive annual leave.
• A true sense of meaning in your work by contributing to better patient outcomes.
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
• A chance to work on exciting, challenging and unique projects.
• Regular performance feedback and significant career growth opportunities.
• A highly collaborative and supportive multicultural team.

Diagnexia, a subsidiary of Deciphex, is committed to equality and considers all qualified applicants for employment without regard to age, race, religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status, disability, or any other classification protected by applicable law.