Scientific Service Representative

2 months ago

Cambridge, United Kingdom Wellcome Sanger Institute Full time

Do you want to help us improve human health and understand life on Earth? Make your mark by shaping the future to enable or deliver life-changing science to solve some of humanity's greatest challenges.

The Sequencing Operations (SeqOps) Technical Administration team has an exciting opportunity for someone with a biology background and customer service experience to join us as a Scientific Service Representative (SSR). The focus of this role is to provide a professional service to faculty as an initial point of contact representing Sequencing Operations throughout their research.

**About the Role**:
As an SSR you will manage service user expectations and communicate issues as required around the quality and timeliness of data delivery. Dealing with changing priorities on a daily basis will be an ongoing challenge; understanding the capacity and timeframes for delivery within each product line will be paramount.

**As part of the role you will**:

- Professionally represent SeqOps as the primary service user contact, addressing issues promptly for an efficient experience.
- Collaborate with SSRs to communicate workload priorities to pipeline Team Leads and meet delivery times for service users.
- Use technical expertise to guide colleagues and service users on operational matters.
- Monitor and adjust workload with SSRs to meet user needs and pipeline capacity.
- Generate routine finance and MI reports, including WIP, cross-charging, and KPIs.
- Liaise with Team Lead, Senior Scientific Managers and Faculty to identify future pipeline demands and balance throughput with capacity.
- Support the submission process, agree on service levels, and ensure accurate study information is captured in LIMS.

**About You**:
You should have a biological background and customer-facing experience, demonstrating a successful history of managing multiple projects simultaneously while navigating rapidly changing priorities and conflicting interests.

Your role will require a high degree of independence within broad parameters.

As a confident communicator, you will be capable of effectively handling stakeholders at different levels while managing their competing demands and expectations.

You should have strong organisational skills and meticulous attention to detail, generating reports on financial and management information, such as work in progress (WIP), cross-charging, and key performance indicators (KPIs), while maintaining accuracy. Additionally, you should be adept at managing your workload in accordance with service user needs and collaborating with colleagues to address issues as needed.

As a team player, you will actively contribute to team goals, collaborating with Team Leads, SSRs, and SSAs to foster a positive work environment and embrace change to meet the Institute's evolving needs.

You will ensure compliance with quality, SOPs, and H&S procedures, manage your training record, and provide training to new staff evaluating the competence of junior team members.

**Knowledge, skills and experience required**:E = Essential D = Desirable

**Technical skills**:

- BSc in a biological science or equivalent experience. (E)
- Experience in maintaining and managing complex relationships in a customer-facing role. (E)
- Excellent organisational and planning skills in managing competing priorities in a busy environment. (E)
- Sound understanding of the concepts and principles that underpin the science of the pipelines; clear knowledge of the product. (E)
- Experience of working in a supervisory capacity. (D)
- Computer literate: Microsoft Office programmes including Word, Excel and Outlook, Google workspace (E)
- Experience of working with LIMS (D)
- Administrative and/or vocational qualification(s). (D)

**Competencies and behaviours**
- A high level of interpersonal and communications skills. (E)
- A collaborative nature; demonstrable experience and skills intact and diplomacy when dealing with difficult situations. (E)
- Work with a high degree of accuracy and be comfortable to raise issues when observed. (E)
- Be a champion for Equality, Diversity and Inclusion (E)

**About Us**:
Sequencing Operations is a core facility within Scientific Operations (SciOps) at the Wellcome Sanger Institute consisting of multidisciplinary teams whose primary function is to generate high-quality data and resources by translating ambitious experimental ideas into pipelines in order for our research faculty to deliver the Institute's scientific goals. In addition to this, SeqOps have collaborated with external organisations to deliver genomic sequences for the world-leading data resource UK Biobank, and supporting public health by taking a leading role in the COG-UK consortium, sequencing SARS-CoV-2 genomes in response to the COVID-19 pandemic.

The Scientific Service Representatives (SSR) offer professional support to faculty as the primary contact for Sequencing Services throughout their research. Collaborating with fellow SSRs and Team Leads, the SSR manages customer expectations, facilitates clear communication on data quality and delivery timelines, and ensures a seamless research experience.

**Additional information**

We support flexible and hybrid working, and this role would need to be on-site three days per week.

**Salary**: £41,600 - £50,000

**Closing date**:08-OCT-23

Applications will be reviewed on an ongoing basis and the role may close when a successful appointment has been made.

**Working at Wellcome Sanger**:
Our flexible-hybrid working environment is designed to support a healthy work-life balance. This means you can work flexibly with a combination of working from home, and working from our Campus to allow you to focus on being productive and part of the team while enjoying the benefits of working flexibly.

We aim to attract, recruit, retain and develop talent from the widest possible talent pool, thereby gaining insight and access to different markets to generate a greater impact on the world. We have a supportive culture with the following staff networks, LGBTQ+, Parents and Carers and Race Equity to bring people together to share experiences, offer specific support and development opportunities and raise awareness. The networks are also a place for allies to provide support to others.

We want our people to be whoever they want to be because we believe people who bring their best selves to work, do their best work. That's why we're committed to creating a truly inclusive culture at Sanger Institute. We will consider all individuals without discrimination and are committed to creating an inclusive environment for all employees, where everyone can thrive.

**Our Benefits**:
We are proud to deliver an awarding campus-wide employee wellbeing strategy and programme. The importance of good health and adopting a healthier lifestyle and the commitment to reduce work-related stress is strongly acknowledged and recognised at Sanger Institute.

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