Customer Services Advisor Main area Customer ServicesContract PermanentHours Full time - 37.5 hours per week Job ref VIA4411Site Francis HouseTown LondonSalary Up to 26,206 per annum depending on experienceClosing 11/10/2022 23:59The place to work in pathology We are looking for top talent to join the UKs leading and fastest growing pathology companya scientific organisation with a clinical purpose. Working in partnership with our service partners, Guys and St. Thomas Hospitals, Kings College Hospital and Princess Royal University Hospital we aim to set the standard for the future of pathology. Job overview This week Viapath re-branded to Synnovis, signalling our desire to transform and improve local pathology services with benefits for patients, clinicians and our employees. If you havent yet applied for a role at Synnovis, please hurry, the closing date for this role is 11/10/22 and it would be great if you could join us on the next stage of our exciting transformation journey Whats Customer Service mean to you:Being shouted at by irate customers?Stuck in a basement, only connected to the outside world through a headset?Working for a budget airline but not going anywhere?Its not like that here.Calls typically last about 90 seconds and our customers arent aggressive, even when something hasnt gone quite according to plan. Youll be helping healthcare professionals, Chemists, Hospitals and GP surgeries, who typically want to establish timescales for turnaround times or even additional services.You will field the odd call but generally be able to close the enquiry on your own, without a Call Centre Boss hanging over you.Customer Services is open Monday to Friday 08:00am to 20:00pm, you will be working 37.5 hours per week, on a rotating shift pattern.If you have not done Customer Service work before, thats okay. This is open to you too if you can demonstrate the following behaviours and helping people is your thing:Youre personableYoure happy to ask questionsYou like helping peopleSo, who are we and what do we do?Synnovis looks after the Pathology Services for our customers, on their behalf in a joint venture arrangement. Pathology operates behind the scenes day and night to help find out whats happening to peoples health and what can be done to make them feel better. Those working in Pathology are the unsung heroes of healthcare.

Main duties of the job Deal with telephone enquiries directing/transferring callers to the appropriate section accordingly.Be the first point of contact for written, telephone and personal enquiries on behalf of the department using own judgment to establish validity and priority of the contact, and who to pass the enquiry onto.Communicate with medical professionals and all staff within the trust to ensure all enquiries are dealt with efficiently.Act as first reference point for dealing with complaints and queries.The post holder will provide a general administrative support for the smooth running of the department.Liaise with different service areas and departments of Synnovis.Liaise with all external customers from other hospitals, surgeries or Medical practices and ensuring the best possible customer service is provided.Liaise with external couriers.Give out Pathology Results over the phone to customers.Participate in making Customer service calls to all users of Viapath.Pathology, to ensure the smooth running of the department.Proactively make calls to all users in relation to specimens/tests that are not processed.Respond to all incoming queries received in the Customer support mailboxes, website and ensure tracking of all queries.Maintain database with new and existing customer information.Raise queries within the database of all customer queries and responses until closure.Act as a Customer Service facilitator.

Working for our organisation 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. You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund. Francis HouseSynnovis' Corporate HQ; housing our Finance, Procurement, HR, IT, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Situated 5 minutes from London Bridge station you will have easy access to the vibrant Borough Market, Bermondsey High Street and close links to mainline stations.

Detailed job description and main responsibilities Essential Criteria Educated to good GCSE level or equivalent. Experience of word processing packages, databases, and spreadsheets. Excellent communication skillswritten and verbal. Proven computer keyboard skills. Good interpersonal and telephone skills and written and verbal communication skills. Able to work to deadlines and prioritise workload. Accuracy and attention to detail. Excellent organisational skills. Ability to adapt to change within working situations. Knowledge of secretarial procedures. Able to work under own initiatives. Desirable Criteria Customer Service NVQ level 2 or equivalent. Knowledge of medical terminology. Experience of working in a Laboratory or hospital environment. Willingness to learn. Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guys & St Thomas NHS Foundation Trust and Kings 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 use local healthcare services.The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers. Francis HouseSynnovis' Corporate HQ; housing our Finance, Procurement, HR, IT, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Situated 5 minutes from London Bridge station you will have easy access to the vibrant Borough Market, Bermondsey High Street and close links to mainline stations. Please apply to learn more. Person specification QualificationsEssential criteria Educated to good GCSE level or equivalentDesirable criteria Customer Service NVQ level 2 or equivalent ExperienceEssential criteria Experience of word processing packages, databases, and spreadsheetsDesirable criteria Knowledge of medical terminology Experience of working in a Laboratory or hospital environment Skills & KnowledgeEssential criteria Excellent communication skillswritten and verbal Proven computer keyboard skills Good interpersonal and telephone skills and written and verbal communication skills Able to work to deadlines and prioritise workload Accuracy and attention to detail Excellent organisational skills Ability to adapt to change within working situations Knowledge of secretarial procedures Able to work under own initiativesDesirable criteria Willingness to learn Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy. Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location. For our Permanent workforce we offer a competitive benefits package. As well as offering competitive salaries, all employees are also entitled to:Contributory pension scheme Generous annual leave entitlement Performance related pay Annual incentive plan for allemployees Ground breaking developmentopportunitiesSafeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email recruitment@synnovis.co.uk Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion. Thank you for your interest in Synnovis.Employer certification / accreditation badgesDocuments to downloadJob description and person specification (PDF, 153.6KB) Apply online nowFurther details / informal visits contactNameMonica MohanJob titleCustomer Service ManagerEmail addressMonica.mohan@synnovis.co.uk