Customer Services Coordinator - London, United Kingdom - Synnovis

Synnovis

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Do you want to improve patient pathways and our customers experience? If yes then this role could be what you're looking for

We have a vacancy to help support in our customer services and logistics service at Synnovis.

This role will enable you to proactively support our customers and provide solutions for the issues that they may be experiencing or just improve the service they receive.

You will get the opportunity to analyse data, produce reports and implement solutions.

The role is predominantly office based with customer site visits encouraged.

If this type of work is new to you, then that is okay, this is open to you too if you can demonstrate the following behaviours and helping people is your thing:

You're personable
You're happy to ask questions
You like helping people
You take initiative

Customer Services is open Monday to Friday 08:00am to 20:00pm, you will be working 37.5 hours per week.

We are a team of 24 consisting of multiple grades, backgrounds and experience across customer services & logistics.

We are looking for the successful post holder to perform trend analysis to identify solutions to improve the overall customer experience and quality within the Customer Services & Logistics Department.

The successful post holder will form part of the Escalation path and will be a point of contact for some of the more challenging customer queries.

We are looking for somebody who is Methodical, have a keen eye for detail, is an excellent communicator, is comfortable with liaising with internal and external stakeholders, has excellent attention to detail and will adhere to patient confidentiality.

Key elements of the role include:

Creation and maintaining the departments quality management system
Quality assurance to ensure high quality service standards to our customers
Implementation of training solutions
Be part of the transformation of service project group
Review logistics schedules and trends to implement more effective and efficient solutions for the organisation and its customers
Produce operational reports to show performance, issues and objectives of the service

You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.

This is managed between you and your line manager in line with your own personal and professional development ambitions.

Respond to investigations flagged by management team
Be a dedicated point of contact for new clients during the Onboarding stage
Using New and Existing data collection techniques, identify trends and propose solutions to ongoing issues
Liaise with departments across the business to improve the service we offer to our clients
Acts as an advocate for clients when communicating issues to other internal departments.
Liaise with internal staff (including laboratories) about delays or issues and ensure these are flagged to the relevant management team for escalation in a timely manner
Provide a general support for the smooth running of the department
To maintain good work relations with all members of staff, and to promote effective teamwork
Propose electronic solutions to minimise paper reporting
To assist with the creation/review of documentation within the department
Prepare and present reports using the CRM and Microsoft Office
Communicate with medical professionals and all staff within the trust to ensure all enquiries are dealt with efficiently
Respond to all queries received and ensure all are recorded accurately
Maintain new and existing customer information
Train other members of the team to a high standard according to training plans, action plans implemented
Complete all mandatory training courses assigned.
Participate in the annual appraisal procedure
Demonstrate an awareness of and compliance with Health and Safety regulations, Data Protection Act, GDPR and Standard Operating Procedures
Deal with telephone enquiries directing/transferring callers to the appropriate section accordingly
Deliver solutions to logistics problems while maintaining high levels of quality and service within budgetary requirements
Monitor quality, quantity, delivery times, and transport costs
Recommend optimal transport modes, routes, or frequency
Support continuous improvement initiatives and identify inefficiencies and cost optimisation opportunities
Ensure metrics, reports, and process documentation is available

Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy's & St Thomas' NHS Foundation Trust and King's College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.

The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who