Customer Service Specialist in Hitchin

• Customer Service Specialist VPG | Part of Zoetis Location: Hitchin, UK
• About Zoetis

Zoetis is the world’s leading animal health company, dedicated to supporting veterinarians, livestock producers, and pet owners through innovative products, services, and solutions that improve the health and wellbeing of animals worldwide.

With more than 70 years of experience in animal health, Zoetis develops and delivers medicines, vaccines, diagnostics, technologies, and services across more than 100 countries.

Our colleagues are passionate about making a difference for animals, customers, and communities by combining science, technology, and deep industry expertise.

Veterinary Pathology Group (VPG) is part of Zoetis’ global diagnostics portfolio, providing high‑quality veterinary diagnostic services that help veterinarians make informed clinical decisions.

Through advanced laboratory capabilities, expert teams, and innovative diagnostic solutions, VPG supports veterinary professionals with accurate and timely results that improve animal care.

The Opportunity

We are looking for a Customer Service Specialist to join our VPG team based in Hitchin, UK.

In this role, you will provide frontline support to veterinary clients through phone and email channels, ensuring every interaction is handled efficiently, professionally, and with a strong customer‑focused approach.

You will manage client queries relating to cases, test menus, pricing, additional testing, and billing, while ensuring accurate order entry and data management across laboratory information systems (LIMS), CRM, and ERP platforms.

Working closely with Laboratory Operations, Pathology, and Logistics teams, you will act as a key link between our clients and internal teams, helping to deliver a seamless customer experience and supporting the successful delivery of veterinary diagnostic services.

Site‑specific responsibilities may apply depending on operational requirements.

Key Responsibilities

• Deliver first‑line customer support through phone and email, providing efficient, enthusiastic, and professional interactions with veterinary clients.
• Accurately document all customer contacts, requests, and outcomes within Hub Spot, LIMS, and relevant systems while meeting agreed service level expectations.
• Process laboratory orders and updates accurately within LIMS systems, ensuring data quality and completeness.
• Handle billing enquiries and support credit/debit requests in line with company policies and procedures.
• Create and maintain client accounts and contacts within Hub Spot/LIMS, ensuring accurate information and GDPR‑compliant data management.
• Validate client details, addresses, and contacts to enable access to digital platforms such as Pathport and Medi LIMS.
• Perform pre‑invoice billing code quality checks and support month‑end account reviews and exception resolution.
• Investigate and resolve data‑related issues, including patient record merges, naming corrections, and referral result intake queries.
• Coordinate courier collections, missed collections, and shipment tracking with Logistics teams to ensure samples and results are managed effectively.
• Proactively communicate with clients regarding report delays, additional testing requirements, fixation, or decal requirements, ensuring issues are followed through to resolution.
• Maintain strong knowledge of test menus, service offerings, and customer policies.
• Participate in team meetings, training sessions, continuous improvement activities, and operational huddles.
• Act as a customer service ambassador and laboratory liaison, collaborating with site leaders and operational teams to deliver excellent service.
• Additional Site Responsibilities
• Support client account setup and data quality activities, including Hub Spot to Pathport/Medi LIMS validation and GDPR‑compliant corrections.
• Complete billing code quality assurance checks before invoicing and support end‑of‑month account reconciliation activities.
• Coordinate courier bookings, missed collection queries, and send‑away shipment tracking through to completion.
• Support digital slide scanning activities where required, including basic scanner troubleshooting and coordination with Laboratory Accessioning teams.
• Monitor service quality indicators and support KPI reporting, including escalation of operational risks and turnaround time concerns.
• Manage client consumable orders and shipping requirements.
• Support laboratory operations with submission form scanning and GDPR‑compliant document disposal.
• Assist with sample receipt and labelling activities to support accurate laboratory processing.

Qualifications and Experience

• GCSEs or equivalent qualification.
• Minimum of 1 year customer service experience; experience within veterinary diagnostics, healthcare, laboratory, or a technical environment is desirable.
• Experience using Microsoft 365 applications and CRM/LIMS systems.
• Strong verbal and written communication skills with the ability to build positive relationships with customers and internal stakeholders.
• Excellent organisation, time management, attention to detail, and problem‑solving skills.
• Ability to manage multiple priorities while maintaining accuracy and a customer‑focused approach.

Physical Requirements

• Flexible approach to scheduling to support business service requirements.
• Ability to remain seated for extended periods while completing administrative and customer support activities.

Why Join Zoetis?

At Zoetis, our colleagues are driven by a shared purpose: to nurture our world and advance care for animals.

Joining VPG means becoming part of a global organisation where innovation, collaboration, and customer focus are at the heart of everything we do.

You will have the opportunity to contribute to meaningful work, support veterinary professionals, and be part of a team making a real difference in animal health.

Full time

Why Join Zoetis?

At Zoetis, we are driven by a singular purpose: to nurture the world and humankind by advancing animal care.

As the world’s leading animal health company, we innovate, collaborate, and make a real impact—every day.

• Innovative Science & Technology – Work with cutting‑edge solutions that enhance animal health and well‑being.
• Global Impact – Join a team that supports veterinarians, farmers, and pet owners worldwide.
• People‑First Culture – Thrive in an environment that values diversity, growth, and work‑life balance.
• Sustainability & Responsibility – Make a difference in a company committed to a healthier, more sustainable world.
• Comprehensive Benefits
• Comprehensive Benefits – Enjoy life assurance, group income protection, and a robust pension plan with a generous company contribution.
• Health & Wellness – Benefit from private medical insurance, health assessments, dental insurance, and discounted gym memberships.
• Financial Security – Access mortgage advice, will writing services, and a share ownership plan with matching contributions.
• Work‑Life Balance – Take advantage of paid annual leave to rest and recharge.
• Professional Growth – Enjoy industry‑competitive salaries, merit‑based salary progression, and a global performance bonus.
• Employee Support – Our Employee Assistance Programme offers counselling, welfare advice, and a 24‑hour confidential helpline.
• Our Core Beliefs
• Our Colleagues Make the Difference – We invest in our people and their growth.
• Always Do the Right Thing – Integrity and ethics guide everything we do.
• Customer Obsessed – We put our customers at the heart of our business.
• Run It Like You Own It – We take ownership and drive results.
• We Are One Zoetis – Collaboration makes us stronger.

Your passion for animals and science can shape the future. Are you ready to grow with us? #Zoetis #Join Us #Animal Health #Core Values #Careers

At Zoetis, our purpose is to nurture our world and humankind by advancing care for animals.

As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock.

We know our people drive our success.

Our award‑winning culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support.

We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programmes to support employee well‑being in every sense, from health and financial wellness to family and lifestyle resources.

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