Laboratory Senior Service Centre Assistant at Sonic… · Location…

About Sonic Healthcare

Sonic Healthcare is an internationally renowned healthcare provider with a demonstrable track record of medical services across the world. Headquartered in Sydney, Australia, Sonic is an ASX Top 50 company that has grown to become one of the world’s leading healthcare providers, specialising in pathology, radiology and primary care medical centres. We have operations in Australia, the USA, Germany, Belgium, Switzerland, the United Kingdom, Ireland and New Zealand.

Sonic Healthcare UK encompasses the two main entities in the UK, The Doctors Laboratory (TDL) and Health Services Laboratories (HSL). HSL is a partnership between The Doctors Laboratory (TDL), Royal Free London NHS Foundation Trust and University College London Hospitals NHS Foundation Trust (UCLH). HSL was formed to provide pathology services to the NHS Trusts and has expanded further to provide services to other NHS Trusts. Over 3,500 staff work at Sonic Healthcare UK, primarily under the TDL or HSL banner.

Our purpose is to deliver medically-led diagnostics, innovation, value and long-term investment to healthcare. With our core laboratory based at The Halo Building in London WC1H 9AX, we also have an expanding site in Manchester as well as smaller hospital-based laboratories across the country. We maintain rigorously high standards of quality, whilst also delivering efficiencies to healthcare through careful workforce planning, pioneering technology and significant investment in infrastructure and IT.

About the role

**Job Title:** Laboratory Senior Service Centre Assistant

**Department:** Laboratory Service Centre

**Location:** 1 Mabledon Place, WC1H 9AX

**Contract /Hours:** Permanent/40 per week

**Salary range:** Up to £36,925 per annum DOE

**About us:**

**Sonic Healthcare** is an internationally renowned healthcare provider with a demonstrable track record of medical services across the world. Headquartered in Sydney, Australia, Sonic is an ASX Top 50 company that has grown to become one of the world’s leading healthcare providers, specialising in pathology, radiology and primary care medical centres. We have operations in Australia, the USA, Germany, Belgium, Switzerland, the United Kingdom, Ireland and New Zealand.

**Sonic Healthcare UK** encompasses the two main entities in the UK, The Doctors Laboratory (TDL) and Health Services Laboratories (HSL). HSL is a partnership between The Doctors Laboratory (TDL), Royal Free London NHS Foundation Trust and University College London Hospitals NHS Foundation Trust (UCLH). HSL was formed to provide pathology services to the NHS Trusts and has expanded further to provide services to other NHS Trusts. Over 3,500 staff work at Sonic Healthcare UK, primarily under the TDL or HSL banner.

Our purpose is to deliver medically-led diagnostics, innovation, value and long-term investment to healthcare. With our core laboratory based at The Halo Building in London WC1H 9AX, we also have an expanding site in Manchester as well as smaller hospital-based laboratories across the country. We maintain rigorously high standards of quality, whilst also delivering efficiencies to healthcare through careful workforce planning, pioneering technology and significant investment in infrastructure and IT.

**About the role:**

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction counts? If so, we have an exciting opportunity for you to become a valued member of our team!

As a Service Centre Senior, you will be at the forefront to motivate team members to their maximum in ensuring our customers receive the highest level of support and satisfaction.

Your excellent written and verbal communication skills and positive, proactive attitude will shine as you assist customers with a wide range of inquiries through various electronic channels and on the telephone. Your contact will be with Patients, Doctors Surgeries, Hospitals and our Laboratories and Support Staff.

The work is varied, involving handling queries, complaints, and working with the team overall, to ensure all tasks are managed and completed in line with the department set SLA.

**Key Requirements**

• Strong experience in working in a busy environment managing SLA and KPIs for administration tasks and inbound call handling
• Complaint handling and resolution
• Support with inbound telephone calls and administration tasks as required
• Excellent command of the English language to effectively communicate with customers.
• Ability to prioritise and manage workload effectively in a dynamic Contact Centre environment.
• Degree Educated with a Science subject - you translate from the Science world to the public, so a background in a Biological Science subject particularly interesting as you will be familiar with the terminology
• Comfortable working in a corporate environment as part of a team within the service centre with a total of 28 staff, with an administration team consists of three team members, with a team of 16 staff handling inbound calls therefore supporting one another is essential.
• Proficient in various systems and experienced in using Microsoft Office package.

This role is a full time on-site, five days a week based on various shift pattern, working 40 hours per week with shifts ranging between 0800-1900 (Monday to Friday) Flexibility required to work Saturdays between the hours of 0700-2300, Sundays 0900-1800 and Bank Holidays working 0900-1730. Weekend hours and Bank Holiday.

At TDL we offer a variety of excellent staff benefits including:

• **Training and development opportunities** – supporting professional development

**• Annual salary review **- No banding restrictions: As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.

**• Discounted gym membership** – we have a corporate gym membership scheme with Better Gyms

• **Cash healthcare plan** – cash back on a variety of healthcare costs including dentist and opticians

**• Sick Pay Entitlement **– 5 paid days in the first year of employment, 20 days thereafter

**• Permanent Health Insurance and Death in Service Cover **

**• Life Assurance **– providing salary continuation for long term illness (six months qualifying period)

**• Employee Assistance Programme **– supporting staff wellbeing

**• Season Ticket Loan Scheme **– interest free loan for the cost of annual travel ticket

**• Perkbox** – Access to additional staff perks and benefits such as high street discounts

**• Company Pension Scheme –** company and staff contributions which increase with service

• **Competitive annual leave allowance** – 23 days

**• Flexible working hours **– we support and offer flexibility around shift patterns and working schedule

Please read the job description and person specification carefully and ensure that your application reflects the knowledge, skills and experience required.

We respect and value the diversity of our staff and welcome applications from diverse communities.

PLEASE NOTE: WE RESERVE THE RIGHT TO CLOSE THIS VACANCY AT ANY TIME EVEN IF A CLOSING DATE IS SHOWN HERE OR IN ANY OTHER MEDIA

Interested in this role?

At HSL/TDL we offer a variety of excellent staff benefits including:

• Training and development opportunities – supporting professional development

• Annual salary review - No banding restrictions: As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.

• Discounted gym membership – we have a corporate gym membership scheme with Better Gyms

• Cash healthcare plan – cash back on a variety of healthcare costs including dentist and opticians

• Sick Pay Entitlement – 5 paid days in the first year of employment, 20 days thereafter

• Permanent Health Insurance and Death in Service Cover

• Life Assurance – providing salary continuation for long term illness (six months qualifying period)

• Employee Assistance Programme – supporting staff wellbeing

• Season Ticket Loan Scheme – interest free loan for the cost of annual travel ticket

• Perkbox – Access to additional staff perks and benefits such as high street discounts

• Company Pension Scheme – company and staff contributions which increase with service

• Competitive annual leave allowance – 23/28 days

• Flexible working hours – we support and offer flexibility around shift patterns and working schedule

Please read the job description and person specification carefully and ensure that your application reflects the knowledge, skills and experience required.

We respect and value the diversity of our staff and welcome applications from diverse communities.

PLEASE NOTE: WE RESERVE THE RIGHT TO CLOSE THIS VACANCY AT ANY TIME EVEN IF A CLOSING DATE IS SHOWN HERE OR IN ANY OTHER MEDIA.