Laboratory Senior Service Centre Assistant

About the role

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction counts? If so, we have an exciting opportunity for you to become a valued member of our team!

Your excellent written and verbal communication skills and positive, proactive attitude will shine as you assist customers with a wide range of inquiries through various electronic channels and on the telephone. Your contact will be with Patients, Doctors Surgeries, Hospitals and our Laboratories and Support Staff.

The work is varied, involving handling queries, complaints, and working with the team overall, to ensure all tasks are managed and completed in line with the department set SLA.

Key Requirements

• Strong experience in working in a busy environment managing SLA and KPIs for administration tasks and inbound call handling
• Complaint handling and resolution
• Support with inbound telephone calls and administration tasks as required
• Excellent command of the English language to effectively communicate with customers
• Ability to prioritize and manage workload effectively in a dynamic Contact Centre environment
• Degree Educated with a Science subject - you translate from the Science world to the public, so a background in a Biological Science subject particularly interesting as you will be familiar with the terminology
• Comfortable working in a corporate environment as part of a team within the service centre with a total of 28 staff, with an administration team consists of three team members, with a team of 16 staff handling inbound calls therefore supporting one another is essential
• Proficient in various systems and experienced in using Microsoft Office package

About us

Sonic Healthcare is an internationally renowned healthcare provider with a demonstrable track record of medical services across the world. Headquartered in Sydney, Australia, Sonic is an ASX Top 50 company that has grown to become one of the world’s leading healthcare providers, specialising in pathology, radiology and primary care medical centres. We have operations in Australia, the USA, Germany, Belgium, Switzerland, the United Kingdom, Ireland and New Zealand.

Sonic Healthcare UK encompasses the two main entities in the UK, The Doctors Laboratory (TDL) and Health Services Laboratories (HSL). HSL is a partnership between The Doctors Laboratory (TDL), Royal Free London NHS Foundation Trust and University College London Hospitals NHS Foundation Trust (UCLH). HSL was formed to provide pathology services to the NHS Trusts and has expanded further to provide services to other NHS Trusts. Over 3,500 staff work at Sonic Healthcare UK, primarily under the TDL or HSL banner.

Our purpose is to deliver medically-led diagnostics, innovation, value and long-term investment to healthcare. With our core laboratory based at The Halo Building in London WC1H 9AX, we also have an expanding site in Manchester as well as smaller hospital-based laboratories across the country. We maintain rigorously high standards of quality, whilst also delivering efficiencies to healthcare through careful workforce planning, pioneering technology and significant investment in infrastructure and IT.