Company Description

Eurofins Scientific is a leading international group of laboratories with over EUR 3.5 billion annual sales and nearly 61,000 employees with a network of 900 laboratories in over 60 countries. Eurofins has a network of over 30sites in the UK and the Group provides an unparalleled range of over 100,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments.

The Civil Law Cluster (CLC) offers a complete collection & analytical service to many different industries for pre-employment, random and ‘for cause’ workplace testing, plus DNA, toxicology and Alcohol monitoring to Family Law cases, using toxicological expertise to interpret results and provide reports to customers.

Our Vision: The leading provider of alcohol & drug testing across the UK&I.

Being the trusted partner to government institutions, corporations, SME’s & legal services companies to provide Drug, Alcohol, toxicology and DNA testing services to meet legislation, social and regulated standards to enhance safety and wellbeing in the workplace, institutions and family life.

Eurofins CLC is part of Eurofins Forensic Services (EFS) was created as a discrete business within the Eurofins group. EFS employs nearly 700 staff across 7 sites in the UK and is the market leader for the provision of forensic services to the Police forces of England and Wales, as well as other commercial organisations and public sector bodies and is the largest private forensic service provider in Europe. All of our forensic analytical services are accredited to the ISO17025 international quality standard and are subject to regular review and scrutiny by the United Kingdom Accreditation Service (UKAS).

Job Description

Location: Tamworth (EFS Midlands) UK

Please note that this is a site based role due to the nature of the work

Contract: Permanent

Salary: Competitive

Hours: 37.5 hours per week full-time (Monday to Friday)

Closing Date: 15th January 2024

The Role

To support the CLC (Civil Law Cluster) operational teams with internal and external customer communication, controlling the end to end work flow for complex cases in the family law sector, Including case definition, case creation and management (quotation & execution of the services including sample collection, communications of case status, tracking to the lab network), consolidation of results and review of the reports until final invoicing to customers.

Key Responsibilities and Accountabilities

• Build and maintain excellent relationships with customers, having awareness of their different requirements and organisational cultures.
• Manage the end-to-end workflow of the DNA, drug and alcohol case management process.
• Build and maintain case files for each customer case, linking to both CRM and execution processes for sample collection, examination and reporting of results.
• Ensure cases are completed to reach client/court deadlines.
• Liaise with customers by phone and email to ensure queries are dealt with in a timely professional manor.
• Manage and maintain group email accounts.
• Effectively communicate customer requests and priorities, such as urgent samples, to laboratory staff. Add urgent product codes to the system for invoicing.
• Effective communication with team leaders to agree delivery of work within customer SLAs.
• Work effectively with laboratory & Collection Network teams to resolve sample submission queries.
• Accurate and efficient data entry
• Good interpersonal skills, including with customers.
• Adhere Customer Operational Protocols and ensure any changes are communicated to and CSM.
• Collaborate with CSM, hold meetings and manage other tasks, to respond to changing customer requirements and work in partnership with CLC Account Managers
• Work closely with colleagues and key managers in the business to maintain internal and external comms.
• Create quotations, invoices and responding to invoice queries from the customer.
• Take responsibility for the Health and Safety of yourself and your colleagues.
• Adhere to CLC / EFS Policies and Processes as detailed in the Employee Handbook
• Undertake your daily role in accordance with the Eurofins values of customer focus, competence, and team spirit.

Qualifications

The Ideal Candidate

Preferred Knowledge, Experience and Technical Skills

• Previous experience of a customer service role or case manager
• Previous experience in a high throughput customer communication/enquiries environment
• Not essential, preferred prior knowledge of lab testing processes and environment.
• Maintain full competence in trained areas, including keeping up to date with method changes.
• IT Proficient – experience with Microsoft office, G-suite, CRM, Power BI

Person Specification

• Self-motivated
• Excellent customer service and telephone manner
• A professional, friendly, and approachable client communication manner (telephone and emails).
• Positive and forward thinking
• Good interpersonal skills
• Ability to work efficiently and effectively under pressure, maintaining a calm and professional attitude.
• Able to work flexibly to meet the needs of the customer and adapt to all situations.
• Excellent organisation and planning skills
• Ability to multitask and demonstrate initiative.

Training will be provided.

Additional Information

Company Benefits

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, buy and sell holiday. In addition, we also offer the following:

• Life Assurance (3 times annual salary)
• Scottish Widows Company Pension Plan
• 25 days annual leave plus bank holidays
• Employee Service Recognition Awards in line with work anniversary
• Perkbox membership providing access to discount vouchers and wellness hub
• Learning and study support
• Employee Assistance Programme
• Health Cash Plan membership
• Enhanced company sick pay scheme
• Refer a friend scheme
• Subscription to mental wellbeing support

Important Notice for Candidates

Due to the highly sensitive nature of the work we undertake on-site, applicants should note that security clearance and DBS may be 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 (NPPV3 and SC), as such any criminal convictions may prevent you from gaining security clearance.

In addition, they may be required to undertake drug and alcohol testing prior to commencing employment.

The organisation treats personal data collected during the recruitment process in accordance with its data protection policy. Information about how your data is used and the basis for processing your data is provided in the organisations applicant privacy notice.

Find out more in our Eurofins career page: https://careers.eurofins.com/