Laboratory Customer Services Administrator

Our client is looking for a Laboratory Customer Services Administrator to respond to customer queries and complaints regarding their oral fluid testing service and Blood Borne Virus (BBV) testing service. You will be responsible for incoming phone calls and responding to emails from customers with general queries.

This role would be an ideal step for a recent graduate with a scientific background.

Duties and Responsibilities:

• Answering incoming phone calls and responding to emails from customers with general queries including the status of a submitted sample in the laboratory, providing turnaround times, providing results and handling general technical and non-technical queries
• Working with the laboratory to investigate 'discrepancy' samples by identifying the reason/s why a sample cannot be analysed, contacting the affected customer, and making the necessary corrections, where appropriate, to ensure the sample can be analysed without further delay
• Working with the external provider of their BBV testing service to answer general queries about the testing and results, as well as investigating complaints made by customers

The Technical Services team deals with customer queries and complaints and is divided into 4 key areas: product support, oral fluid testing, BBV testing and Family law (primarily hair testing). The successful Laboratory Customer Services Administrator will be working within the oral fluid and BBV testing area, with a view to cross-training in other areas in the future.

The successfully appointed Laboratory Customer Services Administrator will ideally have a scientific knowledge and background and a good understanding of drug and alcohol testing. You will have excellent problem solving skills and the ability to make decisions quickly and efficiently.

Skills required:

• Strong problem solving skills
• Able to use own initiative
• Willing to help other areas of the team when required
• Excellent communication skills both written and verbal
• Ability to build strong working relationships
• Customer focused
• Scientific knowledge and understanding drug and alcohol testing (particularly immunoassay) ideal, however support will be available
• Excellent telephone manner
• Good Microsoft Office skills including Word, Excel, Power Point, Outlook
• Ability to prioritise workload to meet deadlines

What the company will offer:

• Competitive Salary
• Childcare vouchers
• Health and Dental care
• Cycle to work scheme
• Contributory pension

How to Apply

To apply for the position of Laboratory Customer Services Administrator please click on apply and upload your CV.