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Job Purpose

The coordination and management of technical queries and investigations relating to LGC AXIO Proficiency Testing (PT) schemes. Production of data to monitor business/technical performance and support KPIs.

Key Responsibilities

• To provide an excellent level of service to customers of LGC’s AXIO PT schemes
• To provide an excellent level of support to the LGC AXIO technical operations team and LGC AXIO offices and distributors where required
• Managing and prioritisation of customer complaints and queries using the Salesforce system. Allocation of cases to the three PT fields (Microbiology, Chemistry and Clinical), prioritisation of responses and monitoring of team performance.
• Recording, monitoring and preparation of reports of the team’s customer response times
• Preparation of data for scientific posters, presentations and reports for senior colleagues
• Provide support and information to other business operations, as required
• To ensure that all work is carried out in accordance with defined company procedures, statutory requirements, quality systems and accreditation
• Demonstrate excellent attention to detail so that errors are reduced and kept to a minimum
• Contribute to the achievement of current team and individual objectives
• Carry out any additional duties or tasks as directed that are commensurate with the role and position

Person Specification

Behaviours

The job holder will be able to demonstrate the following behaviours in line with LGC’s values:

• Operates within the company’s core values (Respect, Integrity, Brilliance, Curiosity, Passion) and demonstrates these within the day to day role
• Proactive and enthusiastic attitude with a demonstrable commitment to delivering continual improvement
• Patience, determination, attention to detail and integrity are qualities which are paramount to an individual being successful in this role
• Demonstrates initiative; adopts a proactive and enthusiastic attitude and demonstrates commitment
• Able to manage a flexible workload; shows good organisational skills and high levels of personal resilience; able to work to deadlines under pressure
• Has high levels of concentration, excellent attention to detail, accuracy and reliability; excellent record keeping
• Good team worker with excellent communication skills
• Good interpersonal skills with the ability to interact with customers and colleagues at all levels

Knowledge, Experience and Technical Skills

• Degree or equivalent in a scientific discipline, or an appropriate level of relevant laboratory experience in a scientific field
• Good working knowledge of all main Microsoft Office apps, particularly Excel
• A minimum of one year’s previous work experience
• Good organisational skills and ability to prioritise and work under pressure to meet deadlines
• Ability to formulate and take forward ideas on own initiative
• Excellent communication skills and ability to relate to all levels of the business
• Knowledge of Proficiency Testing and Statistics would be desirable
• Methodical and precise approach

The successful candidate will be able to demonstrate the following behaviours in line with LGC’s Core Values:

• Passion: Pride in our achievements engenders passion for our work and it translates into our ambition to make the world a safer place.
• Curiosity: We constantly look forward to what's next: our curiosity for today's discoveries makes tomorrow's innovations possible.
• Integrity: A commitment to high ethical standards has been at the heart of LGC since we started testing the integrity of products in 1842.
• Brilliance: We strive to be the very best in everything we say and do. We exceed customers' expectations through innovation and pioneering science.
• Respect: We respect gender, age, nationality, religion and individuality – our diversity is our strength.