At a Glance
- Tasks: Manage customer enquiries, support sales, and improve service processes.
- Company: Join a pioneering UK genomics company making a real difference in healthcare.
- Benefits: Enjoy a competitive salary, generous leave, and health benefits.
- Other info: Collaborative team environment with opportunities for personal growth.
- Why this job: Be at the heart of transforming patient care through genomic testing.
- Qualifications: Experience in customer service and CRM tools, especially HubSpot.
The predicted salary is between 26000 - 26000 £ per year.
Every email we answer, every order we process, and every customer we look after helps a patient somewhere get an earlier diagnosis, a more personalised treatment, or a clearer answer about their health. As our Customer Service Coordinator, you'll be right at the centre of that.
The role Nonacus is a UK genomics company on a mission to make genomic testing accessible - so more people get earlier diagnoses, more personalised treatments, and better outcomes. Our customers - NHS labs, research groups, clinicians, and commercial partners around the world - depend on us to deliver next-generation sequencing products and clinical services that genuinely change outcomes. You'll be the first point of contact for all of them. You'll own our shared mailboxes, drive our HubSpot CRM, support the commercial team, and make sure every interaction with Nonacus feels professional, thoughtful, and quick. It's a varied, hands‑on role with real scope to shape how we work - ideal for someone who likes solving problems, spotting better ways of doing things, and seeing the impact of their work.
Reports to: Chief Commercial Officer
Location: Birmingham (Head Office), on‑site
Contract: Full‑time, permanent
Salary: £26,000
What you'll be doing:
- Customer enquiries and inbox management
- Monitor, triage, and respond to enquiries across our service mailboxes
- Log, track, and resolve tickets through the Nonacus Services Helpdesk
- Escalate to specialists when needed and coordinate cover so nothing slips
- Help automate triaging through HubSpot and Odoo workflows
- HubSpot CRM and campaigns
- Own day‑to‑day administration of HubSpot – contacts, tagging, segmentation, and workflows
- Build automations that save the team time, such as task‑completion forms and triggered workflows
- Set up and run email campaigns including product updates, congress follow‑ups, and customer notifications
- Customer feedback and continuous improvement
- Design and run satisfaction surveys, including a Net Promoter Score programme
- Pull insights from feedback and share them with teams who can act on them
- Refine our Moneypenny call‑handling service – scripts, FAQ responses, and triage protocols
- Build and maintain a comprehensive FAQ resource for our website and automated replies
- Sales and commercial support
- Help process customer quotes, sales orders, and logistics
- Keep HubSpot pipelines accurate and up to date
- Provide administrative support to the technical service team
- Events and marketing coordination
- Coordinate conference and event logistics – bookings, materials, and shipping
- Manage document control for commercial and marketing assets
- Liaise with internal teams to keep everything on‑brand and on time
- Projects and compliance
- Support the Hereditary Cancer Direct project – materials, policies, and website content
- Provide proactive compliance support for our GALEAS Bladder live sites
- Contribute to ongoing website work as required
What you'll bring:
- Proven experience in a customer service, service coordination, or commercial administration role
- Hands‑on CRM experience – ideally HubSpot – covering campaigns, contact management, and workflow automation
- Confident written and verbal communication
- Familiarity with a helpdesk or ticketing system
- Strong organisation and attention to detail across mailboxes, deadlines, and document control
- A proactive, solutions‑oriented mindset – you spot inefficiencies and propose fixes without waiting to be asked
- Confident adopting and optimising digital tools (HubSpot, Odoo, CMS platforms)
What we offer:
- £26,000 salary
- 25 days annual leave plus UK bank holidays
- Workplace pension scheme
- Life Assurance
- Healthcare scheme
- Gym benefit
- EV car and cycle to work scheme
- A small, collaborative team in a growing UK genomics business
- The chance to see your work directly improve how patients are diagnosed and treated worldwide
About Nonacus: Nonacus Ltd is a Birmingham‑based genomics company providing next‑generation sequencing products and services to the NHS, research organisations, clinicians, and commercial partners worldwide. Our values are built on trust, openness, professionalism, and a relentless focus on quality – everything we do is in service of helping more patients access the benefits of genomic medicine.
Customer Service Coordinator employer: Nonacus
At Nonacus, we pride ourselves on being an exceptional employer, offering a collaborative and supportive work environment in the heart of Birmingham. As a Customer Service Coordinator, you'll not only play a vital role in enhancing patient outcomes through genomic testing but also benefit from a comprehensive package that includes 25 days of annual leave, a healthcare scheme, and opportunities for professional growth within a dynamic team dedicated to innovation and quality.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator
✨Tip Number 1
Get to know the company inside out! Research Nonacus and understand their mission in genomic testing. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Customer Service Coordinator, you'll be the first point of contact. Role-play common customer scenarios with friends or family to build confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've improved processes or resolved issues. Be ready to share these during interviews to demonstrate your proactive mindset.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team at Nonacus and contributing to our mission.
We think you need these skills to ace Customer Service Coordinator
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service or coordination roles. We want to see how you've handled enquiries and resolved issues in the past, so share specific examples that demonstrate your skills.
Get Familiar with HubSpot:Since you'll be working with HubSpot CRM, it’s a good idea to mention any hands-on experience you have with it. If you’ve automated workflows or managed campaigns before, let us know how you did it!
Be Proactive in Your Application:We love a solutions-oriented mindset! If you can spot inefficiencies and propose fixes, make sure to include that in your application. Show us how you take initiative and improve processes.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Nonacus
✨Know Your Customer Service Basics
Brush up on your customer service principles. Since you'll be the first point of contact, understanding how to handle enquiries professionally and efficiently is key. Think about examples from your past experiences where you resolved issues or improved processes.
✨Familiarise Yourself with HubSpot
Since this role involves managing HubSpot CRM, make sure you know the ins and outs of it. If you can, play around with the platform beforehand. Being able to discuss how you've used CRM tools in the past will show you're ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare to share specific instances where you've identified inefficiencies and proposed solutions. Nonacus values a proactive mindset, so think of examples that highlight your ability to improve workflows or enhance customer satisfaction.
✨Understand the Company’s Mission
Get to grips with Nonacus's mission to make genomic testing accessible. Be ready to discuss how your role as a Customer Service Coordinator contributes to this goal. Showing genuine interest in their work will set you apart from other candidates.
