Laboratory Service Centre Assistant (Fixed in London

Location: 1 Mabledon Place, London, WC1H 9AX

Contract / Hours: Fixed-term contract until March 2027, Full-time (40 hours per week)

Salary range: Up to £28,808 per annum DOE

About the role

Are you passionate about delivering exceptional customer service? Do you thrive in a fast‐paced environment where every interaction counts? If so, we have an exciting opportunity for you to become a valued member of our team! 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. The work is varied, where you will be handling incoming calls as well as making outbound calls to our clients and customers, internally and externally, whilst also handling some administration work throughout the day.

Fixed Term Maternity cover for 12 months, with possibility to extend. 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 0700‐2300, Sundays 0900‐1800 and bank holidays 0900‐1730. Weekend and bank holiday hours are paid as overtime. Weekends and bank holidays are working from home, so you can work from home effectively.

Key Requirements

• Strong experience in working in a busy environment handling large volumes of telephone calls with a combination of some administration work with ease and efficiency.
• Excellent command of the English language to effectively communicate with customers.
• Ability to prioritise and manage workload effectively in a dynamic Contact Centre environment.
• Degree educated with a Science subject – translate from the Science world to the public; a background in a Biological Science subject is 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 an administration team, and a team of 18 staff handling inbound calls; supporting one another is essential.
• Proficient in various systems and experienced in using Microsoft Office package.

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.

Benefits

• 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 through our corporate partnership 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 (six months qualifying period).
• 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 (pro‐rata).
• Flexible working hours—we support and offer flexibility around shift patterns and working schedule.

We respect and value the diversity of our staff and welcome applications from diverse communities. Please note that we reserve the right to close this vacancy at any time even if a closing date is shown here or in any other media.