Customer Support Representative

Source BioScience, comprised of Source LDPath and Source Genomics, provides industry-leading laboratory services in genomics, multiomics and healthcare diagnostics, partnering with biotechnology, pharmaceutical, healthcare and academia. For more information, please visit www.sourcebioscience.com.

This role is to manage the customer-facing administrative tasks for the Clinical Laboratory based in Cambridge. Liaise between customers, logistics and laboratory teams to ensure samples are collected and processed within stated timeframes. Further, to assist with sales processing, and work closely with other customer services personnel and the sales team as required by the business.

Main duties and responsibilities

• Liaising with customers regarding confidential clinical information including monitoring, following up and completing requests for information from service users
• Log and progress any customer complaints. Process all customer queries to conclusion and satisfaction for the customer. This will be carried out in conjunction with the Clinical Laboratory staff
• Clinical record keeping duties including scanning, printing and filing of confidential records as required
• Being responsible for receipt and logging of external results and preparation of reports for approval by Biomedical Scientist.
• Liaise with the logistics team to deliver the Clinical Lab Sample Collection kits
• Administration and distribution of diagnostic reports to customers/healthcare professionals, ensuring information regarding delivery targets are disseminated as and where necessary
• Assist with sales processing and finance function administration from the point of test request through to support with issuing a quote, its dispatch and any subsequent queries thereafter
• Provide front of house duties at the Cambridge site including answering the main telephone line, customer service emails, reception meet and greet, and handling incoming and outgoing post
• Liaise between courier and laboratory teams to ensure samples are collected from customers and processed within stated timeframes. This will include being responsible for following tracking numbers to ensure drop offs/pick ups have been completed.
• Work closely with the sales and laboratory team in a proactive way.
• Provide ad-hoc support across the division during any period of change and increased service provision

Previous administration experience is desirable.
Excellent interpersonal and communication skills.
Must be computer literate with good working knowledge of MS Office (Outlook, Excel, Word).
Knowledge and/or experience of working within the UK healthcare system is desirable.

• Income Protection
• Life Assurance x4 salary
• Employee Assistance Programme
• Medicash health cash plan
• Shopping & leisure discount portal
• Virtual GP Service
• mProve Yourself health and wellbeing resources
• SkinVision App
• Able Futures Mental Health support
• 33 days holiday (inclusive of bank holidays) increasing with LOS
• An extra day off on your birthday
• Option to buy and sell holidays
• Cycle to work scheme