Job Description
Unfortunately, we are unable to offer sponsorship for this role.
The purpose of this role is to be the primary point of contact for customers regarding their testing progress, providing timely updates, answering inquiries, and ensuring a smooth flow of communication between the testing teams and customers.
This is a full-time role working 47.5 hours per week, Monday to Friday 08:00 till 16:00.
Responsibilities
* Ensure customer enquiries are responded to at first point of contact where possible.
* Communicate delays in analysis to customers at the required service level, specifically for samples sent to partner laboratories.
* Transfer customers to the appropriate person within the business when a first‑point response is not possible.
* Provide accurate, valid and complete information using the correct methods and tools.
* Engage in direct client communication for additional sample analysis requirements, including queries during the registration process through email or telephone in a professional manner.
* Perform duties across all areas of the Subcontracting department on a daily basis, as required and directed by the Team Leader or Department Coordinator.
* Register, prepare and analyze samples as required.
* Provide mandatory support across all areas of the Food Chemistry department, as directed by the Manager.
* Maintain a high level of professionalism with clients and establish a positive rapport with every caller.
* Deliver customer satisfaction by listening to and exceeding customer expectations.
* Assist the laboratory to maintain a turnaround time at >94%, ensuring daily targets are achieved.
* Ensure UK health and safety legislation is maintained and help keep the working environment clean and tidy.
* Wear personal protective clothing equipment in accordance with the Health & Safety policy.
* Work with the team to drive the laboratory forward through continuous improvement.
* Assist through operating best practice to meet the requirements of the UKAS accreditation standard.
Qualifications
* Good laboratory skills and practices.
* Laboratory and production experience (advantageous).
* Enthusiasm, energy and a driven outlook.
* Excellent communication skills.
* Proficiency in Microsoft Office.
* Maths, English, Chemistry or Biology at GCSE grade C or above, or equivalent.
Benefits
* Additional Annual Leave at employee set service dates.
* Company Pension Plan.
* Life Assurance Scheme (4 times annual salary).
* Healthcare Cash Plan (6+ months service).
* Enhanced Maternity, Adoption and Paternity Schemes.
* Employee Assistance Programme – 24/7 confidential.
* Health and Wellbeing Programmes.
* Free parking.
* Worldwide career opportunities.
Equal Opportunity Employer
We are an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees unique.
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