Customer Operations Specialist Oxford, England
Job description
Are you a customer focused with a keen interest in technical support?
Are you keen to work in a dynamic, fast paced environment with excellent growth and development opportunities?
About the Role
As a Customer Operations Specialist you will play a key role in acting as a single point of contact to our customers and providing an exceptional customer experience. Our customers include clinicians, imaging centres, clinical research associates, pharmaceutical companies and contract research organisations (CRO) from across the world. Your day to day duties will include:
- Building and maintaining great working relationships with key external stakeholders and internal Perspectum team
- Managing all channels of communication with our customers (including phone calls, emails, web chat, etc)
- Ensuring we have a have fit for purpose operational processes that would be sufficient to audit scrutiny
- Support and investigate any issues or errors that occur on our platforms through 1st line, this means interrogating logs to locate the issue and resolving where possible
- The ability to coordinate customer communications and internal teams in responding to feedback, improvements & complaints.
- Coordinating customer on-boarding activities – setting up technical platforms, creating users etc.
You will interact with Portal Users, MR techs from our customers as well as our own Data Analysts and project/account managers. You will deliver timely and transparent communications and manage expectations through building trust with our customers and end users.
About you
To be successful in this role you will be experienced in customer services in ideally a B2B role. You will ideally have experience of coordinating resolution of incidents with internal technical teams as well as system administration (setting up new users/permissions, etc). Above all you will have excellent written and verbal communication skills and although not essential, you will have interest or be keen to learn about AWS/Cloud services.
About Us
At Perspectum, we offer our employees a flexible, fast-paced and fun environment. We are driven by hiring the best talent, who share our values of excellence, accountability, integrity, openness and passion.
We value our employees and are constantly striving to ensure we provide a working environment that offers something for everyone, whether that be flexible working, training opportunities or health and wellbeing initiatives. Benefits include:
- 33days annual leave (inclusive of Bank Holidays), increasing with service
- Discretionary bonus scheme
- Private healthcare including medical referrals, discounts, access to counselling and nutritional support, and cashback on healthcare bills
- Life assurance
- Pension contribution rising to 6% after 2years service
- Hybrid and flexible working – we like our employees to be in the office 3 days per week. Our sociable working environment includes pool table, tennis table and table football.
- Office Facilities include free on-site parking, refreshments, onsite showers and changing facilities, bike locks and Electric Vehicle charging points.
Perspectum delivers cutting-edge digital technologies that help clinicians provide better care for patients with liver disease, diabetes, and cancer. With a strong focus on precision medicine using advanced imaging and genetics, our vision is to empower patients and clinicians through quantitative assessments of health enabling early detection, diagnosis, and targeted treatment.
