Job Title: Service Centre Assistant
Department: Marketing Service Centre
Contract / Hours: Permanent, Full-time (40 hours per week)
Salary: Up to £30,784 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.
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 therefore supporting one another is essential.
This is a full time position a hybrid role based on various shift pattern.
Key Responsibilities:
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.
1.To represent The Doctors Laboratory as the first and if applicable, main point of contact.
2. To deliver excellent customer service through various communication systems to include telephone and emails.
3. To help with the handling of incoming calls within the Laboratory Service Centre.
4. To be aware of and always aiming to achieve Key performance indicators as required by the Laboratory Service Centre and the company overall.
5. To respond appropriately to customers, clients and patients to their service needs and requirements in a timely manner.
6. To handle and resolve complaints and issues as first point of contact resolution and to provide appropriate feedback to seniors.
7. To handle internal and external communication requests and to support the Laboratory Service Centre team in the completion of any unresolved tasks.
8. Actively develop positive customer service with internal and external customers.
9. To obtain and evaluate all relevant information to handle a variety of queries such as product knowledge and where applicable tailor service requirements as needed.
Skills & Experience:
Essential
- Degree Educated with a Science subject a background in a Biological Science subject particularly interesting as you will be familiar with the terminology
- Excellent command of the English language to effectively communicate with customers.
- Commitment working the hours required to fulfil the job, flexibility of working based on various shift pattern, working 40 hours per week with shifts ranging between 0700-2300 (Monday to Friday).
- Required to work Saturdays between the hours of 0700-2300, Sundays 0900-1800 and Bank Holidays working 0900-1730. Weekend hours and Bank Holiday hours are paid as overtime. Weekends and Bank holidays are working from home to therefore can work from home effectively.
- Proficient in various systems and experienced in using Microsoft Office package.
- Excellent written and verbal communication skills.
- Ability to work on own initiative and as part of a team.
- Telecommunication skills and experience.
Desirable
- Experience of working within the healthcare field and within a customer service environment would be an advantage (experience working in a QA / regulatory environment preferable).
Personal Attributes
- Flexible, highly motivated, effective team player; methodical, ability to understand and meet targets and deadlines, able to learn and assimilate new information.
About Us
Sonic Healthcare is an internationally renowned healthcare provider with a demonstrable track record of medical services across the world. Headquartered in Sydney, Australia, Sonic is an ASX Top 50 company that has grown to become one of the world’s leading healthcare providers, specialising in pathology, radiology and primary care medical centres. We have operations in Australia, the USA, Germany, Belgium, Switzerland, the United Kingdom, Ireland and New Zealand.
Sonic Healthcare UK encompasses the two main entities in the UK, The Doctors Laboratory (TDL) and Health Services Laboratories (HSL). HSL is a partnership between The Doctors Laboratory (TDL), Royal Free London NHS Foundation Trust and University College London Hospitals NHS Foundation Trust (UCLH). HSL was formed to provide pathology services to the NHS Trusts and has expanded further to provide services to other NHS Trusts. Over 3,500 staff work at Sonic Healthcare UK, primarily under the TDL or HSL banner.
Our purpose is to deliver medically-led diagnostics, innovation, value and long-term investment to healthcare. With our core laboratory based at The Halo Building in London WC1H 9AX, we also have an expanding site in Manchester as well as smaller hospital-based laboratories across the country. We maintain rigorously high standards of quality, whilst also delivering efficiencies to healthcare through careful workforce planning, pioneering technology and significant investment in infrastructure and IT.
Due to the nature of work that Sonic Healthcare UK undertakes, our clients require that Employees filling certain roles, need, as part of their on-boarding to complete a DBS Check.
Why Join Sonic Healthcare UK?
At Sonic Healthcare UK we offer a variety of excellent staff benefits including:
• Training and development opportunities – supporting professional development
• Annual salary review - salary and progression are aligned to our internal transparent pay structure (Progression Plus), supporting career development and structured annual salary reviews
• Discounted gym membership – we have a corporate gym membership scheme with Better Gyms
• Cash healthcare plan – cash back on a variety of healthcare costs including dentist and opticians
• Sick Pay Entitlement – one month’s full pay and one month’s half pay after probation
• 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
• Flexible working hours – we support and offer flexibility around shift patterns and working schedule
Please read the job description and person specification carefully and ensure that your application reflects the knowledge, skills and experience required.
We respect and value the diversity of our staff and welcome applications from diverse communities.
PLEASE NOTE: WE RESERVE THE RIGHT TO CLOSE THIS VACANCY AT ANY TIME EVEN IF A CLOSING DATE IS SHOWN HERE OR IN ANY OTHER MEDIA
Contact Details:
The Doctors Laboratory Limited Recruitment Team
