Job Description This is a full time position working 40 hours per week. Monday to Friday Closing date 31 October 2025 Summary: As part of the Customer and Consultant Liaison team, a Customer and Consultant Liaison Officer will assist in the delivery of support to both customers and consultants ensuring an excellent and efficient reporting service is provided meeting and where possible exceeding customer’s reporting turnaround times and expectations. You will manage all consultants and proactively monitor all cases for reporting ensuring timely reporting is delivered to all our customers. Providing informative and responsive communication to improve consultant performance and in turn increasing customer satisfaction and retention. Duties: Responsibilities of the Customer and Consultant Liaison Officer includes the following: Respond 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 reporting Manage all second opinion and declined cases to ensure timely report delivery within the expected turnaround time. Notify any customers of any potential delays Weekly 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 complaints Create 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 always Manage 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 consultant’s 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 System Manage each consultant’s 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 CAPA’s which are required. Professionalism and patient focused attitude.