About Us
JD Healthcare Group is one of the UK's leading fertility and reproductive healthcare providers, operating brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing across the United Kingdom. Since 1985, we have been supporting individuals and families through some of the most significant journeys of their lives — combining world-class clinical expertise with genuine human care. Everything we do is driven by a shared purpose: helping people build the families they dream of.
About the Role
As Customer Care & Clinic Relations Coordinator at London Sperm Bank, you will be the vital link between our laboratory, logistics function and the fertility clinics we supply across the UK. This is a varied and genuinely interesting role — combining customer service, order processing, shipment coordination and administrative support within a regulated healthcare environment. You will be the first point of contact for clinic enquiries, ensuring donor sperm orders are processed accurately and samples are dispatched safely and on time. If you are highly organised, a confident communicator and thrive in an environment where precision and professionalism really matter, this could be an excellent next step in your career.
What You Will Do
- Act as the primary point of contact for fertility clinic enquiries via phone and email, responding to questions about donor availability, orders, shipments and documentation with accuracy and professionalism
- Process and coordinate specimen orders accurately and in a timely manner, liaising with approved couriers to arrange shipments and monitoring delivery status throughout
- Prepare orders for dispatch, ensuring all required documentation is complete and compliant with relevant quality and regulatory standards
- Build and maintain strong, positive relationships with fertility clinics and healthcare professionals, maintaining records of communications and following up on outstanding actions
- Maintain accurate records across internal databases and systems, updating order information, shipment records and clinic details in line with company procedures
- Support inventory administration, stock allocation and the transition to electronic and digital record-keeping processes
- Ensure all activities are conducted in line with LSB procedures, quality standards and HFEA regulations, maintaining strict confidentiality of patient, donor and clinic information at all times
- Contribute ideas for improving customer service and operational efficiency, and support internal audits and quality improvement activities
What We Are Looking For
Essential
- Previous experience in an administrative, customer service, coordination or logistics role
- Strong organisational skills with excellent attention to detail and a commitment to accuracy
- Confident communication skills, both written and verbal, with a professional and discreet approach to handling sensitive information
- Ability to manage multiple priorities simultaneously and meet deadlines under pressure
- Good working knowledge of Microsoft Office, particularly Outlook, Word and Excel
Desirable
- Experience within healthcare, fertility, laboratory or other regulated environments
- Knowledge of order processing, logistics or shipment coordination
- Familiarity with quality management systems and compliance procedures
- Understanding of HFEA regulations and fertility services
What We Offer
- 32 days annual leave including bank holidays
- Life assurance
- Pension plan
- Workplace Nursery Scheme
- MyGym discounts
- Staff treatment discounts
- EV Car Scheme and Cycle2Work
- Perkbox benefits platform
- Health and wellness programmes
- Ongoing learning and development opportunities
Equal Opportunities
JD Healthcare is an Equal Opportunities employer. We are committed to diversity and inclusion and encourage applications from all backgrounds.
