At a Glance
- Tasks: Deliver exceptional customer experiences and support across multiple channels.
- Company: Join NationWide Laboratories, a leader in customer service excellence.
- Benefits: Full-time role with opportunities for training and development.
- Other info: Dynamic work environment with a commitment to health and safety.
- Why this job: Be part of a team that values communication and continuous improvement.
- Qualifications: Strong customer focus and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Main purpose of the role
To provide an exceptional customer experience during every customer interaction, across multiple contact channels, whilst striving to achieve continuous improvement initiatives. Deliver or exceed personal customer excellence targets daily. Deliver exceptional customer experiences and an excellent level of service to both internal and external customers. Interact with customers in a professional, helpful, polite and friendly manner. Proactively work with other departments to ensure communication is effective and build strong cross functional working relationships.
Core role accountabilities:
- To ensure that all processes are followed accurately, including manual and automated systems to progress work through the business and deliver reports to clients.
- To enter sample submission information into the LIMS system in a timely accurate manner to ensure client requirements are met.
- To ensure the phone is answered in a timely, polite manner and that clients receive a positive experience.
- Sample reception, rapid scanning and data entry into Matrix.
- To take an active part in training and development, to ensure you have the skills, knowledge and tools to deliver excellence.
- To ensure all customer interactions are handled in a professional manner delivering an excellent customer experience.
- To liaise between departments to ensure internal service levels are delivered, improved and maintained.
- Embrace business and team initiatives and change programmes.
- To ensure safe working practices in compliance with Health & Safety at Work Act, to also ensure that the companies Equal Opportunities Policy is adhered to. A flexible approach is expected.
Personal attributes:
- Excellent customer focused attitude.
- Exemplary communication, behaviours, and knowledge.
- Ability to balance task, team and individual focus to deliver results.
- Ability to work under pressure and remain calm.
- Highly organised with proven ability to manage many tasks and priorities simultaneously.
- Excellent interpersonal, communication (verbal and written) skills.
Weekly Rota Tasks (Team-Shared Responsibilities):
- Sample & Testing Workflow: Process client requests for Sample Supplies, Enter Results from subcontract labs into Matrix, Retrieve and verify results, Match results to correct submissions and input into Matrix, Flag discrepancies or missing data.
- Monitor Incomplete List: Track tests exceeding expected turnaround times, Follow up with subcontract labs or internal teams, Update records and escalate unresolved delays.
- Ordering DHL Courier: Schedule pickups, prepare shipments, and ensure compliance with courier protocols, Track deliveries and maintain usage logs.
- Filing of submission forms and archiving: File and organise sample submission forms and raw data.
- Customer EQA Registration Cleanliness Scheme: Send out cleanliness scheme packs to clients, Support client services with the annual cleanliness schemes.
- Hydrotherapy Pool Testing: Send out bottles for hydrotherapy pool testing, Provide admin support for the annual hydrotherapy pool testing scheme.
- Reporting & Pathologist Support: Add completed test submissions to pathologist Reporting List, Ensure accurate and timely entry of completed cases, Monitor for pathologist queries and respond or escalate as needed.
- Respond to internal lab queries: Address questions related to samples, results, or procedures.
- Daily check of the reporting email for client queries and bounce backs.
- Allergy & Immunotherapy (Nextmune): Process Nextmune immunotherapy requests, Review immunotherapy requests from clients or clinicians, Coordinate with Nextmune for product ordering and delivery, Track progress and follow up on pending orders, Enter patient details for Allergy testing on Nextmune portal, Email Allergy testing results to clients.
- Documentation & Scanning: Scanning of sample submission forms, Prepare postal labels and documentation for samples sent to subcontract labs and pathologists, Ensure proper packaging and dispatch, Record tracking details.
- Email & Communication: Check emails related to the job assigned that week, Monitor relevant inboxes based on weekly rota, Respond to queries or escalate as needed, Deal with queries from the info and admin email address, Monitor and follow up Joii and Orivet emails, Adding comments and reporting Allergy results, Liaise with IT for Customer Excellence testing requirements.
- Submission & Booking: Distribute submission forms to offsite and office workers, Deal with Orivet submissions: Booking in on Matrix and Orivet website, Follow up queries and results, Reporting results to the practice.
- Archiving & Disposal: Organise and arrange: Disposal of archive filing, Confidential shredding.
Customer Services (Labs) - Customer Excellence Advisor employer: National Veternary Service
NationWide Laboratories is an exceptional employer located in Poulton, offering a vibrant work culture that prioritises customer excellence and employee development. With a strong focus on continuous improvement, employees are encouraged to engage in training and growth opportunities while enjoying a supportive environment that values teamwork and effective communication. The company also promotes a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment in the customer service sector.
Contact Details:
National Veternary Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services (Labs) - Customer Excellence Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Veternary Service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National Veternary Service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services (Labs) - Customer Excellence Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National Veternary Service:Your cover letter is your chance to shine! Tell us why you want to work at National Veternary Service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Veternary Service!
How to prepare for a job interview at National Veternary Service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
