Job Description

Customer Contact Specialist - Abingdon

This role is part of the Occupational Health Customer Service team within the Toxicology business unit.

You will be the main point of contact for customers, helping them book services and answering queries. Your work helps ensure services run smoothly, efficiently, and to a high standard.

You’ll be expected to follow clear procedures, meet performance targets (KPIs/SLAs), and deliver a consistent “Right First Time” customer experience.

What you will do

* Answer customer queries by phone and email

* Provide professional, clear, and helpful support

* Resolve issues quickly and accurately

* Manage and complete Occupational Health service bookings

* Help guide customers through the booking process

* Ensure appointments are set up correctly

* Open and manage clinic schedules

* Make sure resources are in place for appointments

* Work with external suppliers to keep services running smoothly

* Act as a link between customers and internal teams (clinical, laboratory, etc.)

* Ensure information is shared clearly and issues are resolved quickly

* Support collaboration across teams

* Follow standard operating procedures

* Meet KPIs and service level agreements (SLAs)

* Complete general administrative tasks

* Support continuous improvement of processes

Skills and experience needed

Essential

* Good written and spoken communication skills

* Strong IT skills (Word, Excel, Outlook)

* Ability to prioritise workload and meet deadlines

* Strong problem-solving skills

* Customer-focused and quality-driven approach

Desirable

* Previous customer service experience

* Experience in healthcare or a service-based environment

* Experience with Salesforce

Personal qualities they want

* Customer-focused and service-driven

* Calm and effective in a fast-paced environment

* Organised and reliable

* Strong team player

* Detail-oriented

* Open to change and continuous improvement