NationWide Laboratories
Job Description
Job title:
Customer Excellence Advisor
Reports to: (Title)
Customer Support Manager
Department:
Customer Service
Business Unit:
NationWide Laboratories
Location: Poulton (On site)
Hours: Full time, 40 per week
Main purpose of the role
To provide an exceptional customer experience during every customer interaction, across multiple contact channels, whilst striving to achieve continuous improvement initiatives.
- Deliver or exceed personal customer excellence targets daily.
- Deliver exceptional customer experiences and an excellent level of service to both internal and external customers.
- Interact with customers in a professional, helpful, polite and friendly manner.
- Proactively work with other departments to ensure communication is effective and build strong cross functional working relationships
Core role accountabilities: Describe the principal tasks and responsibilities
- To ensure that all processes are followed accurately, including manual and automated systems to progress work through the business and deliver reports to clients
- To enter sample submission information into the LIMS system in a timely accurate manner to ensure client requirements are met.
- To ensure the phone is answered in a timely, polite manner and that clients receive a positive experience
- Sample reception, rapid scanning and data entry into Matrix
- To take an active part in training and development, to ensure you have the skills, knowledge and tools to deliver excellence.
- To ensure all customer interactions are handled in a professional manner delivering an excellent customer experience
- To liaise between departments to ensure internal service levels are delivered, improved and maintained
- Embrace business and team initiatives and change programmes
- To ensure safe working practices in compliance with Health & Safety at Work Act, to also ensure that the companies Equal Opportunities Policy is adhered too.
- A flexible approach is expected.
Personal attributes: Qualifications, experience, skills, knowledge and competences to fulfil the role
- Excellent customer focused attitude
- Exemplary communication, behaviours, and knowledge
- Ability to balance task, team and individual focus to deliver results
- Ability to work under pressure and remain calm
- Highly organised with proven ability to manage many tasks and priorities simultaneously
- Excellent interpersonal, communication (verbal and written) skill
Weekly Rota Tasks (Team-Shared Responsibilities)
These are done on a rotating basis among team members:
Sample & Testing Workflow
- Process client requests for Sample Supplies
- Enter Results from subcontract labs into Matrix
- Retrieve and verify results.
- Match results to correct submissions and input into Matrix.
- Flag discrepancies or missing data.
- Monitor Incomplete List
- Track tests exceeding expected turnaround times.
- Follow up with subcontract labs or internal teams.
- Update records and escalate unresolved delays.
- Ordering DHL Courier
- Schedule pickups, prepare shipments, and ensure compliance with courier protocols. Track deliveries and maintain usage logs.
- Filing of submission forms and archiving
- File and organise sample submission forms and raw data
- Customer EQA Registration
- Cleanliness Scheme
- Send out cleanliness scheme packs to clients.
- Support client services with the annual cleanliness schemes.
- Hydrotherapy Pool Testing
- Send out bottles for hydrotherapy pool testing.
- Provide admin support for the annual hydrotherapy pool testing scheme.
Reporting & Pathologist Support
- Add completed test submissions to pathologist Reporting List
- Ensure accurate and timely entry of completed cases.
- Monitor for pathologist queries and respond or escalate as needed.
- Respond to internal lab queries
- Address questions related to samples, results, or procedures.
- Daily check of the reporting email for client queries and bounce backs.
Allergy & Immunotherapy (Nextmune)
- Process Nextmune immunotherapy requests
- Review immunotherapy requests from clients or clinicians.
- Coordinate with Nextmune for product ordering and delivery.
- Track progress and follow up on pending orders.
- Enter patient details for Allergy testing on Nextmune portal
- Input accurate patient and sample information into the Nextmune system.
- Email Allergy testing results to clients
- Retrieve results from Nextmune. Format and send results to clients
Documentation & Scanning
- Scanning of sample submission forms
- Digitise all incoming forms.
- Post
- Prepare postal labels and documentation for samples sent to subcontract labs and pathologists
- Ensure proper packaging and dispatch.
- Record tracking details.
Email & Communication
- Check emails related to the job assigned that week
- Monitor relevant inboxes based on weekly rota.
- Respond to queries or escalate as needed.
- Deal with queries from the info and admin email address
- Monitor and follow up Joii and Orivet emails
- Adding comments and reporting Allergy results
- Liaise with IT for Customer Excellence testing requirements
Submission & Booking
- Distribute submission forms to offsite and office workers
- Deal with Orivet submissions:
- Booking in on Matrix and Orivet website
- Follow up queries and results
- Reporting results to the practice
Archiving & Disposal
- Organise and arrange:
- Disposal of archive filing
- Confidential shredding
Job Type: Full-time
Pay: Up to £26,650.00 per year
Work Location: In person
