1 Mabledon Place, London
Up to £28,808 per annum DOE
Job Title: Laboratory Service Centre Assistant
Department: Marketing / Customer Services
Location: The Halo Building, 1 Mabledon Place, London WC1H 9AX
Contract /Hours: Permanent, Full Time (40 hours)
Salary range: Up to £28,808 per annum DOE

ABOUT US:

Sonic Healthcare is an internationally renowned healthcare provider with a demonstrable track record of medical services across the world. Headquartered in Sydney, Australia, Sonic is an ASX Top 50 company that has grown to become one of the world’s leading healthcare providers, specialising in pathology, radiology and primary care medical centres. We have operations in Australia, the USA, Germany, Belgium, Switzerland, the United Kingdom, Ireland and New Zealand.
Sonic Healthcare UK encompasses the two main entities in the UK, The Doctors Laboratory (TDL) and Health Services Laboratories (HSL). HSL is a partnership between The Doctors Laboratory (TDL), Royal Free London NHS Foundation Trust and University College London Hospitals NHS Foundation Trust (UCLH). HSL was formed to provide pathology services to the NHS Trusts and has expanded further to provide services to other NHS Trusts. Over 2,500 staff work at Sonic Healthcare UK, primarily under the TDL or HSL banner.
Our purpose is to deliver medically-led diagnostics, innovation, value and long-term investment to healthcare. With our core laboratory based at The Halo Building in London WC1H 9AX, we also have an expanding site in Manchester as well as smaller hospital-based laboratories across the country. We maintain rigorously high standards of quality, whilst also delivering efficiencies to healthcare through careful workforce planning, pioneering technology and significant investment in infrastructure and IT.

KEY REQUIREMENTS:

• Strong experience in working in a busy environment handling large volumes of telephone calls from our clients to book, cancel or change a Courier Collection. With a combination of Data Analysis and reporting. Excellent command of the English language to effectively communicate with customers.
• Proficient in various system and experienced in using Microsoft Office Package.
• Ability to prioritise and manage workload effectively in a dynamic Contact Centre environment.
• Comfortable working in a corporate environment as part of a team within the service centre with a total of 30 staff, with an administration team consists of three team members, with a team of 17 staff handling inbound calls therefore supporting one another is essential.
• This role is a full-time on-site role based on various shift pattern, working 40 hours per week with shifts ranging between 0900-1900 (Monday to Friday) Flexibility required to work Saturdays, Sundays and Bank holidays as required. Weekend hours and Bank Holiday hours are paid as overtime.

WHY JOIN US?

• Exciting opportunity to work in a dynamic and supportive team environment.
• Chance to develop and enhance your customer service skills while making a meaningful impact.
• Competitive compensation package and overtime when working weekends and Bank Holidays.
• Contracted hours of work 40 hours per week (Monday to Friday)

At TDL we offer a variety of excellent staff benefits including:

• Training and development opportunities – supporting professional development
• Annual salary review - No banding restrictions: As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.
• Discounted gym membership – we have a corporate gym membership scheme with Better Gyms
• Cash healthcare plan – cash back on a variety of healthcare costs including dentist and opticians
• Sick Pay Entitlement – 5 paid days in the first year of employment, 20 days thereafter
• Permanent Health Insurance and Death in Service Cover
• Life Assurance – providing salary continuation for long term illness (six months qualifying period)
• Employee Assistance Programme – supporting staff wellbeing
• Season Ticket Loan Scheme – interest free loan for the cost of annual travel ticket
• Perkbox – Access to additional staff perks and benefits such as high street discounts
• Company Pension Scheme – company and staff contributions which increase with service
• Competitive annual leave allowance – 23 days
• Flexible working hours – we support and offer flexibility around shift patterns and working schedule

Please read the job description and person specification carefully and ensure that your application reflects the knowledge, skills and experience required.
We respect and value the diversity of our staff and welcome applications from diverse communities.

ABOUT THE ROLE:

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction counts?
If so, we have an exciting opportunity for you to become a valued member of our team!
As a Service Centre Assistant, you will be at the forefront of ensuring our customers receive the highest level of support and satisfaction. Your excellent written and verbal communication skills and positive, proactive attitude will shine as you assist customers with a wide range of inquiries through various electronic channels and on the telephone. Your contact will be with Hospital, clinic and Laboratory support staff within the M25.
The work is varied, where you will be handling incoming calls as well as making outbound calls to our clients and customers internally and externally, whilst also handling some administration work throughout the day.

YOUR RESPONSIBILITIES WILL INCLUDE:

Providing seamless support to customers, ensuring their journey with us is smooth and hassle-free. Handling a high volume of client calls and enquiries electronically and on the phone with professionalism and efficiency.
Delivering outstanding customer service on every interaction, leaving customers satisfied and delighted with their experience