Job Description
We are currently recruiting within our Workplace Drug Testing team for a Customer Service Advisor at our site based in Tamworth. The successful candidate will provide essential administrative support to both the Customer Service and Operations teams.
Key Responsibilities and Accountabilities
1. Collaborate with various departments to ensure tasks and projects are completed within customer service level agreements (SLAs).
2. Create, maintain, and update records in Google Sheets, ensuring accuracy and consistency of data.
3. Track key performance indicators (KPIs) and important metrics related to collections and operations.
4. Handle portal queries and other customer support issues as they arise.
5. Maintain and update customer price lists and POs within Omega to ensure pricing accuracy.
6. Maintain master customer data for accuracy and completeness.
7. Update and maintain the Customer Service Guide and Client Operations Guide to reflect current processes and standards.
8. Ensure ongoing maintenance of information within Reflow.
9. Collaborate with relevant stakeholders to monitor and report on service KPIs and customer feedback.
10. Serve as point of contact for the collection network, ensuring clear and timely communication.
11. Coordinate with external partners and vendors, addressing inquiries, providing updates, and troubleshooting any issues.
12. Support the collection team by ensuring the necessary data and records are provided promptly and accurately.
13. Monitor the collection status and ensure records are properly maintained and shared with relevant stakeholders.
14. Maintain organized and up-to-date documentation, ensuring no data is lost or mismanaged.
15. Ensure compliance with company data management policies and relevant regulatory requirements.
16. Adapt quickly to changes in workload and prioritize tasks effectively to meet deadlines.
Qualifications
The Ideal Candidate: We are looking for someone with previous experience in a customer service and administrative support role, ideally in a fast-paced, data-driven environment. The candidate should be highly motivated, enthusiastic, and possess the competence and team spirit to support others and contribute to a positive culture. Strong problem-solving skills and attention to detail are essential and will help you excel in this position. The role requires a proactive individual with excellent multitasking abilities, strong attention to detail, and the capacity to thrive in a fast-paced, dynamic environment, with advanced expertise in Google Sheets and data management.
Additional Information
Due to the highly sensitive nature of the work, security clearance is required for this role. To gain security clearance, you must have five years of continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV/3 and SC), and any criminal convictions may prevent you from gaining clearance. Further information on the process can be found at the relevant government websites. Successful applicants will also be required to undertake drug and alcohol testing prior to employment.
Company Description
Eurofins Forensic Services (EFS) is the largest forensic service provider in the UK and Europe. Part of Eurofins Scientific, an international life sciences company, EFS provides a range of analytical testing services to ensure safety, authenticity, and accurate labelling of products across multiple industries. Eurofins is committed to societal health and safety, environmental protection, and diversity, equity, and inclusion across its network.
Eurofins has grown from a single laboratory in Nantes, France, to a global presence with over 61,000 staff across 61 countries. Security clearance for roles at EFS Midlands or those requiring site access involves police vetting standards, and applicants should disclose any contact with firearms, ammunition, or cartridge-based tools as part of their application.
Benefits
* Competitive salary and benefits package including life assurance, pension, holiday entitlement, and recognition schemes.
* Employee discounts, wellness programs, and learning support.
* On-site parking and additional perks such as health cash plans, employee assistance, and wellbeing support.
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