Company Description
Eurofins Forensic Services (EFS) is the largest forensic service provider in the UK and Europe. We are part of Eurofins Scientific, an international life sciences company that provides a wide range of analytical testing services across various industries to enhance safety, health, and sustainability. Our laboratories work with major global companies to ensure product safety, authenticity, and accurate labeling. Eurofins is committed to societal health and safety, environmental protection, and promoting diversity, equity, and inclusion within its network.
Founded over 35 years ago in Nantes, France, Eurofins now employs 61,000 staff across approximately 900 laboratories in 61 countries. We offer over 200,000 analytical methods to assess the safety, authenticity, and quality of biological substances and products. In 2022, Eurofins reported revenues of EUR 6.7 billion and has been a top-performing stock in Europe for two decades.
Job Description
We are recruiting for a Customer Service Advisor within our Workplace Drug Testing team at our Tamworth site. The successful candidate will provide vital administrative support to the Customer Service and Operations teams.
Key Responsibilities and Accountabilities
1. Collaborate with departments to meet customer service level agreements (SLAs).
2. Create, maintain, and update records in Google Sheets for accuracy and consistency.
3. Monitor KPIs and operational metrics related to collections.
4. Handle portal queries and customer support issues.
5. Maintain and update customer price lists and POs in Omega.
6. Keep customer master data accurate and complete.
7. Update the Customer Service and Client Operations Guides.
8. Maintain information within Reflow.
9. Monitor and report on service KPIs and customer feedback.
10. Act as the point of contact for the collection network.
11. Coordinate with external partners and vendors.
12. Support the collection team with data and records.
13. Track collection status and ensure proper record sharing.
14. Maintain organized documentation and ensure data security.
15. Adhere to data management policies and regulations.
16. Prioritize tasks to meet deadlines in a dynamic environment.
The Ideal Candidate:
Previous experience in customer service and administration, preferably in a fast-paced, data-driven setting. Highly motivated, enthusiastic, with strong problem-solving, attention to detail, and team spirit. Proactive with excellent multitasking skills, and advanced proficiency in Google Sheets and data management.
Additional Information
Security clearance is required, which involves a minimum of five years of UK residency. Criminal convictions may affect clearance. Drug and alcohol testing is also mandatory before employment. For more details, visit this link.
We offer a competitive salary and benefits, including life assurance, pension, holiday entitlement, recognition schemes, tech schemes, discounts, learning support, employee assistance, health plans, sick/maternity/paternity pay, referral bonuses, mental health support, and free on-site parking.
Note: Employees based at EFS Midlands or attending the site must disclose contact with firearms, ammunition, or cartridge-based tools, including clay pigeon shooting, as precautions are required for entry.
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