Customer Service Advisor
Main area: Customer ServiceGrade: £26,900 – £32,000 per annum depending on experienceContract: PermanentHours: Full time – 37.5 hours per weekJob ref: VIS8368
Job overview
Customer service in this role involves supporting healthcare professionals, hospitals and GP surgeries by providing up‑to‑date information that directly impacts patient care. The position offers a balanced mix of telephone and written communication, fostering a supportive and collaborative environment.
Main duties
- Serve as the first point of contact for a wide range of enquiries, delivering a responsive, professional, and solutions‑focused service.
- Handle telephone and written enquiries from healthcare professionals, NHS Trust teams, GP surgeries and external customers, assessing priority and resolving queries or directing them to the appropriate service area.
- Collaborate with laboratories, operational teams and wider Synnovis departments to ensure accurate communication and follow‑through of enquiries.
- Proactively maintain service performance by updating users regarding unprocessed tests, issuing pathology results, and logging all interactions within internal systems.
- Provide general administrative support, liaising with different service areas and departments and ensuring efficient department functionality.
- Participate in customer service calls to all users of Synnovis Pathology, ensuring smooth operation of the department.
- Respond to incoming queries in Customer support mailboxes and the website, tracking and closing all queries in the database.
Development and learning
The Synnovis Way Development programme is available to help you reach your potential, learn new skills and achieve your goals. You may also apply for finance to support innovation and service development through the Innovation Accelerator Fund.
Qualifications
- Educated to good GCSE level or equivalent.
- Customer Service NVQ level 2 or equivalent.
Experience
- Experience of word processing packages, databases and spreadsheets.
- Knowledge of medical terminology.
- Experience working in a laboratory or hospital environment.
Skills & Knowledge
- Excellent written and verbal communication skills.
- Proven computer keyboard skills.
- Good interpersonal and telephone skills.
- Ability to meet deadlines and prioritise workload.
- Excellent organisational skills.
- Accuracy and attention to detail.
- Ability to adapt to change within working situations.
- Knowledge of secretarial procedures.
- Ability to work under own initiative.
- Willingness to learn.
Equal Opportunity and Disability
Applications are welcomed from applicants with a disability. Reasonable adjustments and support will be offered throughout the application process. All applicants are welcome regardless of age, disability, gender, marital status, race, nationality, ethnicity, religion, or sexual orientation. Equality of opportunity is our policy.
Benefits
- Contributory pension scheme.
- Generous annual leave entitlement.
Safeguarding
All employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties.
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