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Job description

What’s 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?

It’s not like that here.
Calls typically last about 90 seconds and our customers aren’t aggressive, even when something hasn’t gone quite according to plan. You’ll 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, that’s 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

So, 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 what’s happening to people’s health and what can be done to make them feel better. Those working in Pathology are the unsung heroes of healthcare.

• 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 Synnovis.
• 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.

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 House
Synnovis' 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.

Essential Criteria

Educated to good GCSE level or equivalent.

Experience of word processing packages, databases, and spreadsheets.

Excellent communication skills – written 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, 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 use local healthcare services.
The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.

Francis House
Synnovis' 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.