The place to work in pathology We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose. Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Princess Royal University Hospital we aim to set the standard for the future of pathology. Job overview Do you want to improve patient pathways and our customers experience? If yes then this role could be what you’re looking for We have a vacancy to help support in our customer services and logistics service at Synnovis. This role will enable you to proactively support our customers and provide solutions for the issues that they may be experiencing or just improve the service they receive. You will get the opportunity to analyse data, produce reports and implement solutions. The role is predominantly office based with customer site visits encouraged and some remote working supported. We actively encourage staff development and progression and will look to support the candidate in these areas where applicable. If this type of work is new to you, then that is 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 You take initiative Customer Services is open Monday to Friday 08:00am to 18:00pm, you will be working 37.5 hours per week. Main duties of the job We are a team of 24 consisting multiple grades, backgrounds and experience across customer services & logistics with a hybrid of working situations (office and remote based). We are looking for the successful post holder to perform trend analysis to identify solutions to improve the overall customer experience and quality within the Customer Services & Logistics Department. The successful post holder will form part of the Escalation path and will be a point of contact for some of the more challenging customer queries. We are looking for somebody who is Methodical, have a keen eye for detail, is an excellent communicator, is comfortable with liaising with internal and external stakeholders, has excellent attention to detail and will adhere to patient confidentiality. Key elements of the role include: Creation and maintaining the departments quality management system Quality assurance to ensure high quality service standards to our customers Implementation of training solutions Review logistics schedules and trends to implement more effective and efficient solutions for the organisation and its customers Produce operational reports to show performance, issues and objectives of the service Working for our organisation 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. Detailed job description and main responsibilities Currently our offices are based in Paris Garden, Blackfriars SE1, or Francis House, Southwark SE1 however at present these are temporary locations. We expect to move to new offices in the Hub building located in Blackfriars in 2024. Respond to investigations flagged by management team Be a dedicated point of contact for new clients during the Onboarding stage Using New and Existing data collection techniques, identify trends and propose solutions to ongoing issues Liaise with departments across the business to improve the service we offer to our clients Acts as an advocate for clients when communicating issues to other internal departments. Liaise with internal staff (including laboratories) about delays or issues and ensure these are flagged to the relevant management team for escalation in a timely manner Provide a general support for the smooth running of the department To maintain good work relations with all members of staff, and to promote effective teamwork To assist with the creation/review of documentation within the department Prepare and present reports using the CRM and Microsoft Office Communicate with medical professionals and all staff within the trust to ensure all enquiries are dealt with efficiently Respond to all queries received and ensure all are recorded accurately Maintain new and existing customer information Train other members of the team to a high standard according to training plans, action plans implemented Complete all mandatory training courses assigned. Participate in the annual appraisal procedure Demonstrate an awareness of and compliance with Health and Safety regulations, Data Protection Act, GDPR and Standard Operating Procedures Deal with telephone enquiries directing/transferring callers to the appropriate section accordingly Deliver solutions to logistics problems while maintaining high levels of quality and service within budgetary requirements Monitor quality, quantity, delivery times, and transport costs Recommend optimal transport modes, routes, or frequency Support continuous improvement initiatives and identify inefficiencies and cost optimisation opportunities Ensure metrics, reports, and process documentation is available 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. Paris Gardens Synnovis’ Corporate HQ; housing our Finance, Procurement, HR, 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 Southwark station you will have easy access to the vibrant South Bank and local amenities Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy. Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependant on your availability and location. For our Permanent workforce we offer a competitive benefits package. As well as offering competitive salaries, all employees are also entitled to: Contributory pension scheme Generous annual leave entitlement Pay progression based on performance Annual incentive plan for all employees Ground breaking personal development opportunities Person specification Education Attainment/ Qualifications Essential criteria Educated to good GCSE level or equivalent. Experience required Essential criteria Experience using Microsoft packages. Customer service experience Supervisory experience Training team members to high standard Desirable criteria Experience of using laboratory LIMs Supervisory experience Skills and Aptitudes/ Knowledge/ Ability Essential criteria Proven interpersonal and telephone skills Proven written communication skills Able to work to deadlines and prioritise workload. Accuracy and attention to detail Demonstrated ability to adapt to change within working situations Able to work under own initiative Excellent problem-solving skills Desirable criteria Motivational skills Report writing and presentational skills. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy. Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location. For our Permanent workforce w e offer a competitive benefits package. All employees are entitled to: Contributory pension scheme Generous annual leave entitlement Ground breaking development opportunities Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email [email protected] Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion. Thank you for your interest in Synnovis. If you have problems applying, contact Address Synnovis Open Monday to Friday 9am to 5pm Telephone 01629 702340