Position: Customer Service Specialist

Location: Loughton

Duration: 12 months

Hours: Mon - Fri / 37.5

Salary £11.79ph

As part of our clients Rapid Diagnostics is part of our clients Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Customer Service Specialist is within our Rapid Diagnostics business working across the UK. This role requires you to work in line with the standard operating procedures whilst ensuring all KPI's are achieved. The work you perform as part of this role, impacts on our customer experience and will assist to maximise the operational efficiency and
effectiveness of Customer Operations.

THE ROLE AND RESPONSIBILITIES: You are responsible for providing support in customer service functions in order to continue to provide our customers with the very best service possible. To achieve this you will be expected to:

● Work methodically to ensure that standard operating procedures are followed and
that workload is prioritised appropriately to meet agreed SLA's / KPI's
● Accurately complete all tasks performed which may include but are not limited to;
● Work methodically to ensure that the standard operating procedures are followed
and that the workload is prioritised appropriately and meets agreed SLA's
● Use reports and dashboards to ensure that all available paperwork and results are
allocated appropriately and that there are no cases on the outstanding list at the
end of each day
● Upload results to the Sentinel Database
● Liaise with Occupational Health Physicians to obtain fit slips and reports
following appointments, following up on the progress of cases where further
information is required to complete the case
● Ensure that the review and reporting of results is performed in a timely manner
within SLA
● Ensure that all paperwork is uploaded on to the system, data entered accurately
and information allocated correctly. Regularly following up on outstanding
information which is preventing a case from being closed
● Diligently answer queries from customers via telephone and email, answering the
customer services phone line within 3 rings
● Participate in complaint investigation and audits as and when required
● Ensure standard operating procedures remain up to date
● Proactively contribute to process improvements, suggesting ideas which would
benefit the efficiency of your team
● You should understand the Key Performance Indicators (KPIs) which directly relate
to your team performance and identify ways of improving performance against these
targets

BASIC QUALIFICATIONS | EDUCATION:
● Previous experience within an administrative or customer service role
● Excellent verbal, written and communication skills
● A dynamic team player who is collaborative but leads by example
● IT literate with a good level of experience in Word, Excel & Outlook

BENEFITS:

Free parking
Free Electric car charger
Gym
Free Lavazza coffee machine
Starbucks self service cafe
Randstad Benefits Portal which gives you discount at multiple retailers and restaurants, as well as health care benefits.

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.