Customer Services Advisor/ Administrator, Graduate- DNA Testing

Customer Services Advisor/ Administrator, Graduate- DNA Testing

Type: Permanent
Location: Deeside Industrial Estate (site based, parking onsite)
Hours: Monday - Friday 9.00 - 17.30
Salary: £24,000-£27,000 depending on experience
Additional: 25 days holiday + BH + birthday +1 day holiday for each year after 5 years (upto year 10), 14 days paid sick leave per year, enhanced pension (5%), private medical, dental and optical cover. Permanent medical insurance, death in service 4x salary.

NB: successful applicants are also required to undergo a DBS check which the client will provide

RTG is working exclusively with a specialist DNA Testing company (and part of a larger group) who are looking to recruit for a CSA who will work at their state-of-the-art facility in Deeside (brand new site) and play a critical role in ensuring reports are sent in a timely fashion, whist providing excellent customer service throughout the process. This is not a sales role as such, and for the most part enquiries will be inbound or responding to inbound enquiries; this is an excellent role for a recent Graduate and/or someone with administrative experience who is used to dealing with sensitive data.

The Role:

This position is an essential part of their DNA Relationship Testing team, ensuring the delivery of an efficient and accurate service to their customers. The role involves but not limited to:

• Be responsible for incoming and outgoing calls & manage incoming and outgoing email correspondence
• Register new cases on a daily basis
• Ensure the CRM is always updated with all communication both internally and externally to ensure visibility to all members of the team
• Report all positive and negative feedback, by adding this to Feedback Database(s)
• Ensure all written and verbal communications, both internally and externally, are conducted in a professional and courteous manner
• Assisting in the daily booking-in of samples received
• Co-ordinate and ensure all documentation is received, and fully completed, to ensure cases can be processed and reported within the expected turnaround times
• Organise and coordinate the logistics for sending and receiving test kits and hard copy Reports with the logistics department and end user
• Organise sample collections, using third party sample collectors as required
• Conduct final check on Reports to ensure all (non-scientific) details are complete and accurate
• Ensure Reports issued in a timely manner
• Provide, and follow-up with quotes
• Chase any outstanding amounts due and feed back to Finance accordingly
• To comply with all quality control procedures to support maintenance of the Clients Quality Management System
• To embrace and promote the Company Environmental standards
• To comply with safe working practices

The Person:

• The ideal candidate will hold a degree, but we will also consider candidates with excellent administrative experience.
• Previous customer service experience would be preferred
• Applicants must be competent
• Must be competent with Microsoft applications and IT systems
• Excellent Interpersonal skills and organisation skills required for this role, alongside a fantastic phone manor.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Russell Taylor will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us here.