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 providing a range of analytical testing services across multiple industries to make life and our environment safer, healthier, and more sustainable. 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 across its network.
Founded over 35 years ago in Nantes, France, Eurofins has expanded to 61,000 staff across approximately 900 laboratories in 61 countries. The company offers 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 one of Europe's top-performing stocks over the past 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 administrative support to the Customer Service and Operations teams.
Key Responsibilities:
* Work with various departments to meet customer service level agreements (SLAs).
* Create and update records in Google Sheets, ensuring data accuracy.
* Track KPIs and metrics related to collections and operations.
* Handle portal queries and customer support issues.
* Maintain customer price lists and POs in Omega for pricing accuracy.
* Keep customer data up to date.
* Update the Customer Service and Client Operations Guides.
* Maintain information within Reflow.
* Monitor and report on service KPIs and customer feedback.
* Act as main contact for the collection network, ensuring clear communication.
* Coordinate with external partners and vendors.
* Support the collection team with data and records.
* Monitor collection status and maintain records.
* Ensure documentation is organized and up-to-date.
* Comply with data management policies and regulations.
* Prioritize tasks to meet deadlines in a dynamic environment.
Qualifications
Ideal Candidate:
Experience in customer service and administrative roles, preferably in fast-paced, data-driven environments. Motivated, enthusiastic, with strong problem-solving skills and attention to detail. Proactive with excellent multitasking abilities, capable of thriving in a dynamic setting, and proficient in Google Sheets and data management.
Additional Information
Security clearance is required for this role, necessitating five years of continuous UK residency. The process involves police vetting standards, and criminal convictions may affect eligibility. Further details are available at this link. Successful applicants will undergo drug and alcohol testing prior to employment.
We offer a competitive salary and benefits, including life assurance, pension, holiday entitlement, recognition schemes, discounts, learning support, wellbeing programs, and on-site parking. Employees based at EFS Midlands or attending the site must disclose contact with firearms or ammunition, including activities like clay pigeon shooting or use of cartridge-based tools, for safety precautions.
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