Customer Consultant Liasion Officer

OverviewThis is a full time position working 40 hours per week. Monday to FridayClosing date 31 October 2025ResponsibilitiesRespond to all customer queries via email telephone or face to face with correct and accurate information.Create weekly customer reports analyse the data in the reports and take the appropriate action to ensure cases are being progressed to completion within the agreed turnaround time.Chase any outstanding additional requests with the customer and laboratory team to achieve timely processing for efficient reportingManage all second opinion and declined cases to ensure timely report delivery within the expected turnaround time. Notify any customers of any potential delaysWeekly teams call with customers to maintain strong relationships. Update the team with minutes of the meeting taking ownership of any actions discussed to completion.Discuss with our customers their workflows what they want to send specimen types and complete workflow management so we can plan how to deliver the service they require.Responding promptly to all customer enquiries and complaintsCreate and maintain customer account details for all reporting portals.Continuous management of customer accounts updating customer information to ensure timely and accurate.Maintaining a positive empathetic and professional attitude toward customers alwaysManage consultant performance focusing on their turn around times for reporting of cases assigned to them.Plan consultant reporting capacity for the reporting of all cases received for reporting. Liaise with all consultants to understanding their weekly case capacity volumes for reporting managing annual leave and finding more reporting capacity when volumes of cases increase or exceed the current capacity.Update the consultant portal with each consultants reporting capacity and their annual leave. Manage upcoming annual leave to ensure slides are returned so cases can be managed and re allocated if required for timely reporting.Working with the consultant team to create maximum reporting capacity and recorded accurately to discuss with the customers so we can receive maximum number of cases for reporting.IQA Management providing feedback to the Medical Director of any discrepancies and following instruction for further actions and or reports to be issued updating the IQA tracker and informing customer of any additional or amended reports and recording where necessary in the Quality Management SystemManage each consultants file to ensure all documentation is present and up to date monitoring expiry dates of certificates to know when to request an update new certificate.On board new consultants working alongside the Medical Director.Manage all consultant report reviews second opinion and audits appropriately and efficiently.Ensure own compliance with Quality procedures. Raise and complete non-conformances and complaints in the quality management system ensuring they are raised timely and accurately through to completion identifying correct root cause analysis and any CAPAs which are required.Professionalism and patient focused attitude.QualificationsSuccessful candidateswill be required to provide proof of Right to Work in the UK references and are subject to a DBS Check prior to starting.Due to the volume of applications we apologise that we are unable to respond individually to each application. If we have not contacted you within 7 working days your application has been unsuccessful and your details have not been retained. Please feel free to apply for any other position you may see in the future. We reserve the right to close this advert early.Additional InformationIncome ProtectionLife Assurance x4 salaryEmployee Assistance ProgrammeMedicash health cash planShopping & leisure discount portalVirtual GP ServicemProve Yourself health and wellbeing resourcesSkinVision AppAble Futures Mental Health support33 days holiday (inclusive of bank holidays) increasing with LOSAn extra day off on your birthdayOption to buy and sell holidaysCycle to work schemeRemote WorkNoEmployment TypeFull-timeKey SkillsComputer Hardware,Corporate Paralegal,CNC,Lab Technology,Air Pressure HandlingExperienceyearsVacancy1 #J-18808-Ljbffr