Customer Experience Assistant

4 weeks ago

Abingdon, Oxfordshire, United Kingdom Revvity Full time

Job Description Customer Experience Assistant Location Abingdon :

We are currently looking to hire a Customer Experience Assistant to join us on a Fixed Term Contract of approx. 12 months.

This position sits within the Customer Experience Team and is specifically responsible for supporting the routine testing service and laboratory operations.

Role description

  • The role will be responsible for administration support to the Customer Experience team and ODL
  • Daily data input into the Service's Laboratory Information System (LIS), with other administrative duties as directed.
  • General administration duties to ensure the efficient running of the Customer Experience Team (filing, scanning, answering customer queries, re-sending results)
  • Answering queries from customers via telephone and email
  • Contacting customers with any queries arising from sample booking in (e.g. date of blood collection)
  • As required, be responsible for the Customer Experience out of hours mobile phone and track and chase courier deliveries which don't arrive as expected
  • Running ad hoc reports for customers (number of tests performed, number of reportable results)
  • Coordinating the customer feedback survey for ODL customers
  • Referring any unresolved issue to the Customer Experience Supervisor
  • Booking in of clinical (Certimmune) samples and data entry for these samples
  • Assisting with booking in samples delivered by various couriers at various times throughout the morning at times of high throughput e.g. incidents - opening up delivery boxes, checking patient data on request form and sample tube, issuing a unique accessioning number barcode, releasing sample onto the LIS
  • Performing duties in other departments to meet critical Company objectives, if required
  • Working to Revvity's Company Values at all times

Role Requirements:

Desirable Technical skills and abilities

  • An understanding of customer service and logistics
  • Previous experience of working within a customer service environment
  • Familiarity with Quality System concepts and requirements including GMP and ISO systems

Essential Technical skills and abilities

  • Knowledge of Windows and Office bases applications; Word, Excel, PowerPoint
  • 'A' Level or equivalent
  • Ability to organise and prioritise workloads
  • Previous work experience, ideally in a customer service environment

Emotional skills and abilities

  • Capable of handling multiple tasks at the same time
  • Capable of working effectively in a team environment
  • Able to communicate effectively at all levels

What we offer

  • Purposeful & inclusive work environment
  • Dynamic culture in which customers are at the forefront
  • Being part of a highly qualified team that is committed to excellence
  • Access to cutting-edge expertise through which you can make positive impact in the world around us

Oxford Diagnostic Laboratories (ODL) is the sample testing service offered by Oxford Immunotec Ltd (OI). The service specialises in the analysis of T cells to aid the diagnosis and investigation of infectious diseases using Oxford Immunotec's own T-SPOT technology as well as innovative research techniques. ODL provides a diagnostic service to UK clinical services as well as participating in ground-breaking research including collaboration with vaccine development companies.

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