Company Description

Eurofins Forensic Services (EFS) is the largest forensic service provider in the UK and Europe. We are part of Eurofins Scientific, which is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on and forensics. Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate. Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products. In 2022, Eurofins generated total revenues of EUR 6.7 billion and has been among the best performing stocks in Europe over the past 20 years.

Job Description

We are currently recruiting within our Workplace Drug Testing team for a Customer Service Advisor at our site based in Tamworth. The successful candidate will provide essential administrative support to both the Customer Service and Operations teams. 

Key Responsibilities and Accountabilities

Collaborate with various departments to ensure tasks and projects are completed within customer service level agreements (SLAs).Create, maintain, and update records in Google Sheets, ensuring accuracy and consistency of data.Track key performance indicators (KPIs) and important metrics related to collections and operations.Handle portal queries and other customer support issues as they ariseMaintain and update customer price lists and POs within Omega to ensure pricing accuracy.Maintain master customer data for accuracy and completeness.Update and maintain the Customer Service Guide and Client Operations Guide to reflect current processes and standards.Ensure ongoing maintenance of information within Reflow. Collaborate with relevant stakeholders to monitor and report on service KPIs and customer feedback.Serve as point of contact for the collection network, ensuring clear and timely communication.Coordinate with external partners and vendors, addressing inquiries, providing updates, and troubleshooting any issues.Support the collection team by ensuring the necessary data and records are provided promptly and accurately.Monitor the collection status and ensure records are properly maintained and shared with relevant stakeholders.Maintain organized and up-to-date documentation, ensuring no data is lost or mismanaged.Ensure compliance with company data management policies and relevant regulatory requirements.Adapt quickly to changes in workload and prioritize tasks effectively to meet deadlines.

Qualifications

The Ideal Candidate:

We are looking for someone with previous experience in a customer service and administrative support role, ideally in a fast paced, data driven environment, is highly motivated, enthusiastic and possesses the competence and team spirit to support others and contribute to a positive culture. Here at EFS integrity and customer focus is at the heart of everything we do, strong problem-solving skills and attention to detail would be a distinct advantage and will see you excel in this position. 

The role requires a proactive individual with excellent multitasking abilities, strong attention to detail, and the capacity to thrive in a fast-paced, dynamic environment, with advanced expertise in Google Sheets and data management.

Additional Information

Due to the highly sensitive nature of the work, applicants should note that security clearance is required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV/3 and SC), as such any criminal convictions may prevent you from gaining security clearance. Further information on the security clearance process and requirement can be found at https://www.warwickshire.police.uk/police-forces/warwickshire-police/areas/warwickshire-police/about-us/about-us/police-national-vetting-service/. In addition, all successful applicants will be required to undertake drug and alcohol testing prior to commencing employment.

In return for your hard work and loyal service, we will offer you a competitive salary, and a selection of employee benefits via our flexible benefits menu which includes cycle to work, give as you earn, volunteering days, buy and sell holiday. In addition, we also offer the following:

Life Assurance (3 times annual salary)Scottish Widows Company Pension Plan25 days annual leave plus bank holidays (increasing to a maximum of 30 days)Employee length of service awards and yearly recognition schemes, celebrating work anniversaries here at EFS.Employee tech schemeDiscount vouchers and flexi reward points on our employee wellness hubEveryone who joins EFS will have access to Perkbox allowing you to save money all year round on a wide range of perks such as supermarket savings, days out or your daily coffeeLearning and study supportEmployee Assistance ProgrammeHealth Cash Plan membershipEnhanced company sick, maternity and paternity pay schemeRefer a friend schemeSubscription to mental health support and wellbeingFree on-site car parking

Due to the nature of the work we undertake on our EFS Midlands site, for employees based at EFS Midlands or likely to attend EFS Midlands as part of their role you must inform us if you come into contact with any firearms or ammunition through work or any other reason as there will be precautions you will need to take in order to enter the premises.  This also applies to persons involved in clay pigeon shooting, and those who regularly use any cartridge-based tools such as nail/stud guns.  Please provide details on your application.