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. We are looking for the successful post holders to perform trend analysis to identify solutions to improve the overall customer experience and quality within the Customer Services & Logistics Department. The successful post holders are expected to oversee the performance, productivity, and quality of the Customer Services and Logistics Department. They will offer a professional service to all clients and will ensure high-quality service is provided. They will be the escalation point for problematic or non-routine queries using a consistent and effective approach. We are looking for applicants who are methodical, proactive, an excellent communicator, 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 Training team members using a variety of methods and techniques to ensure high standards across the whole team. HR managerial related tasks at a first line level. 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, however at present these are temporary locations. We expect to move to new offices in the Hub building located in Blackfriars in 2024. Job Description and main responsibilities First stage line management responsibility for, HR procedures formal and informal, reporting, recording staff sickness, absence, and annual leave. Preparing and implementing staff rotas. 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. Collecting and collating workload statistics/metrics in a way that allows for retrieval within appropriate timescales. Provision of support and direction to the team including responding to escalations where needed. Identify trends of ongoing issues and delegate where needed. Liaise with departments across the business to improve the service we offer to our customers. Communicate with internal and external stakeholders to ensure all enquiries are dealt with efficiently. Maintain new and existing customer information on the Customer Service CRM. Train other members of the team to a high standard according to training plans and action plans implemented. Handle escalations with professionalism and empathy. Escalate any system failures that could potentially cause delays or problems to the service. To maintain good work relations with all members of staff, and to promote effective teamwork. To assist with the documentation of processes within the department. Provide support to all functions within Customer Services and Logistics where needed. 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 Experience using Microsoft packages Customer service experience Training team members to high standard Desirable criteria Supervisory experience Skills & Knowledge Desirable criteria 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. Further details / informal visits contact Name Monica Mohan Job title Customer Service Manager If you have problems applying, contact Address Synnovis Open Monday to Friday 9am to 5pm Telephone 01629 702340