Customer Services Advisor

at  Cellmark Forensic Services

Cellmark is one of the UK’s largest providers of DNA and forensic testing services to the police, and a leading supplier of paternity and drug testing services to government agencies, the legal community and the general public. With more than 500 employees we have an excellent reputation for quality, reliability and speed of delivery built over 30 years of innovation and service excellence.
We are looking for a Customer Services Advisor to join our established and busy Customer Services department. You will represent Cellmark by telephone and provide customers with a helpful and efficient service.

Responsibilities:

• providing advice and explanations of Cellmark services by telephone and email to existing and potential customers including the process and administrative procedures in a friendly and informative manner.
• responding to customer enquiries and inputting customer details and case data into the computer with a high level of accuracy.
• liaising with both internal and external customers about the progress of a customer’s case by referring to computer and file records in order to provide a timely and efficient information service to customers.

This is a busy and varied role that would suit an individual with a strong ability to remain calm and capable of managing tasks of varying priorities to strict deadlines.
We are seeking a person that works well in a team and has an ability to communicate clearly and concisely in both written and verbal forms. You will have meticulous attention to detail and accurate record keeping. You will also be computer literate including proficiency in Microsoft Word and Outlook.
The working pattern for this role is a 5 week rolling shift pattern with compressed hours.
Working 4 weeks at 36 hrs per week over 4 days, with a rolling day off and 1 week at 43.5 hrs over 5 days, with a shorter working day on the Friday.

In addition to a competitive salary, you will receive the following benefits:

• 33 days holiday including bank holidays.
• Pension Scheme (7.5% ER contribution and minimum of 2.5% EE contribution).
• Private Healthcare with Aviva.
• Perkbox (provides access to a wide range of high street discounts).
• Life Assurance (Death in Service 4x base salary).
• Employee Assistance Programme.

At Cellmark, we recognise that our customers define our service quality and we should always strive to meet their needs through service innovation and continuous improvement. We actively support our people in developing their skills by providing training and development opportunities as well as a clearly defined career progression path. So if this sounds like the position that you are looking for, then Cellmark may be the place for you.

• providing advice and explanations of Cellmark services by telephone and email to existing and potential customers including the process and administrative procedures in a friendly and informative manner.
• responding to customer enquiries and inputting customer details and case data into the computer with a high level of accuracy.
• liaising with both internal and external customers about the progress of a customer’s case by referring to computer and file records in order to provide a timely and efficient information service to customers