Job Description
Contract Type: Fixed-term Contract (Limited remote working)
Working Hours: 25 hours per week (Monday to Friday 10:00 – 15:00)
An opportunity has arisen to join our dedicated team of forensic Client Service Administrators.
A Client Services Administrator plays a key role in supporting the smooth and efficient running of our DNA Laboratory. This is a dynamic, customer‑focused position where you will be the friendly, knowledgeable link between our laboratory teams and the clients we serve. You will handle a variety of tasks including managing calls, responding to sample enquiries, preparing reports, and ensuring accurate data entry into the LIMS system currently in use. The role offers plenty of variety and requires someone who enjoys working collaboratively, communicating confidently, and adapting to shifting priorities. Your flexibility and attention to detail will help us consistently meet our contractual turnaround times (TRTs) and deliver an exceptional service experience to both internal and external customers.
Due to the sensitive nature of the role, applicants must obtain security clearance, which requires five years of continuous UK residency. Vetting is carried out by a third‑party to NPPV/3 and SC standards, and any criminal convictions, whether yours or those of close family members or anyone living in your household, may affect eligibility.
Key Responsibilities and Accountabilities
1. Deliver fast, accurate data entry that keeps our operations moving.
2. Be the friendly, professional point of contact for customer queries—internal and external.
3. Own the delivery of daily, weekly and monthly customer reports.
4. Build strong, positive relationships with customers, understanding their needs and working styles.
5. Follow Customer Operational Protocols and flag any updates to the DNA Administration Team Lead.
6. Work closely with the Team Lead, Operations Manager and EFS Account Managers to adapt to changing customer requirements.
7. Run invoices and resolve customer invoice queries with confidence.
8. Communicate urgent requests to the laboratory and ensure priority samples are processed correctly.
9. Manage the release of results to external customers.
10. Handle filing, archiving and retrieval of continuity paperwork and sample cards.
11. Prepare returns and transfers in line with courier schedules.
12. Take responsibility for maintaining a safe working environment for yourself and colleagues.
13. Uphold EFS policies and processes and embody our values of Customer Focus, Quality, Competence, Team Spirit and Integrity every day.
Qualifications
This role is ideal for someone who thrives in a fast‑moving, high‑volume environment and enjoys the challenge of working to precise regulatory standards. You’ll be part of a genuinely supportive team where clear communication, collaboration and a positive, hands‑on attitude keep everything running smoothly.
Every task you take on is grounded in GLP excellence, ensuring each sample is handled with total accuracy, integrity and traceability. While previous lab experience is a bonus, it’s not a barrier — you’ll receive full, structured training to build your confidence, develop your technical skills and set you up for success from day one.
14. Confident in maintaining up‑to‑date competence in all trained areas, including adapting to method updates and new ways of working.
15. Strong fast and accurate data‑entry skills, with real attention to detail.
16. IT‑proficient, comfortable using Microsoft Office and able to learn systems such as CLIMS with ease.
Person Specification
We’re looking for someone who brings enthusiasm, initiative and a genuinely positive approach to their work. You’ll thrive in a busy environment, enjoy working with people, and take pride in delivering great service.
17. Self‑motivated and proactive, with a drive to get things done.
18. Confident, friendly customer service skills and a professional telephone manner.
19. Positive, forward‑thinking mindset with a can‑do attitude.
20. Strong interpersonal skills, able to build rapport and work well with others.
21. Calm and composed under pressure, maintaining professionalism even during busy periods.
22. Flexible and adaptable, ready to respond to changing customer needs.
23. Well‑organised, with good planning skills and attention to detail.
24. Able to multitask effectively, using initiative to keep work flowing smoothly.
The job holder will be able to demonstrate the following behaviours in line with EFS’s values: Customer Focus, Quality, Competence, Team Spirit and Integrity
Additional Information
In return for your hard work and loyal service, we will offer you genuine career and salary progression through our Career Pathways programme, a competitive salary, and a selection of employee benefits via our flexible benefits menu which includes cycle to work, give as you earn, volunteering days, buy and sell holiday. In addition, we also offer the following:
25. Life Assurance (3 times annual salary)
26. Scottish Widows Company Pension Plan
27. 25 days annual leave plus bank holidays (increasing to a maximum of 30 days)
28. Employee length of service awards and yearly recognition schemes, celebrating work anniversaries here at EFS
29. Employee technology scheme
30. Discount vouchers and flexi reward points on our employee wellness hub
31. Everyone who joins EFS will have access to Perkbox allowing you to save money all year round on a wide range of perks such as supermarket savings, days out or your daily coffee
32. Learning and study support
33. Employee Assistance Programme
34. Health Cash Plan membership
35. Enhanced company sick, maternity and paternity pay scheme
36. Refer a friend scheme
37. Subscription to mental health support and wellbeing
38. Free on-site car parking provided
Due to the highly sensitive nature of the work, applicants should note that security clearance is required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV/3 and SC), as such any criminal convictions (including criminal convictions held by: you, your partner, parents, siblings, children (over the age of 10) and anyone living with you (who doesn’t fit these relationships)) may prevent you from gaining security clearance. Further information on the security clearance process and requirement can be found at. In addition, all successful applicants may be required to undertake drug and alcohol testing prior to and throughout their employment.