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 25 consisting multiple grades, backgrounds, and experience across customer services & logistics. We are looking for the successful post holder to oversee the performance, productivity, and quality of Synnovis Customer Services and Logistics Department. They will offer a professional service to all clients and will ensure Synnovis provide a high-quality service. The successful post holder must be methodical, proactive, enthusiastic, approachable and have a keen eye for detail The successful post holder will be responsible for overseeing the consistency of the communication we send and provide direct support in resolution of any issues. 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 Full line management responsibilities for team, including managing sickness and absence; annual leave; delivery of training and recruitment and retention To review staff performance through regular appraisals, identifying training and development needs and identifying deficiencies in staff performance/conduct- working with individuals to set clear standards and objectives Report and record staff sickness, absence, and annual leave Ensure staff are sufficiently trained to effectively deliver their respective duties and to ensure staff rotation, flexibility, and development To motivate and support staff so that they understand the objectives of the service within which they work, and they are able to maximise their contribution to the highest standard of patient care. Strive to achieve a high level of morale and staff motivation by personal leadership and communication Ordering stocks of consumables when approaching minimum stock levels Collecting and collating workload statistics/metrics in a way that allows for retrieval within appropriate timescales Stopping any instance or event which may cause a service delivery failure Ensure suitable staff provisions to match service requirements Attend and represent the department at meeting regarding service delivery Delegated responsibilities from Senior Managers as required Act as a customer services facilitator and trainer At Synnovis, we are currently shaping the future of pathology services by creating a world-leading Hub and Spoke pathology network with our NHS partners. A large part of this modernisation will involve moving 70% of our services to a purpose built, state of the art Hub laboratory in the heart of London. For now, the job you are applying for will be based at one of our hospital sites however, from 1 April 2024 our people and services will start to move to our Hub laboratory in Blackfriars, Southwark, SE1, with some work remaining in refurbished essential services laboratories across our hospital network, focusing on the rapid turnover of urgent tests. Please do ask your recruiting manager if you wish to find out more. 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. 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. Francis House 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 London Bridge station you will have easy access to the vibrant Borough Market, Bermondsey High Street and close links to mainline stations. Person specification Qualifications Essential criteria Educated to good GCSE level or equivalent Experience Essential criteria Previous experience of managing teams Experience of word processing packages, databases, and spreadsheets Excellent problem-solving skills Conflict resolution skills & other HR management knowledge Report writing and presentation Desirable criteria Previous experience of working in a pathology laboratory, or hospital environment Skills & Knowledge Essential criteria Excellent communication skills both verbal and written communication Good organisational skills Ability to manage own and teams’ workload Accuracy and attention to detail Ability to adapt to change within working situations Desirable criteria Motivational and engagement 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. As well as offering competitive salaries, all employees are also entitled to: Contributory pension scheme Generous annual leave entitlement Performance related pay Annual incentive plan for all employees 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. Further details / informal visits contact Name Gabrielle Morrison Job title Customer Service and Logistics Compliance Manager Email address [email protected] If you have problems applying, contact Address Synnovis Open Monday to Friday 9am to 5pm Telephone 01629 702340