Customer Services Representative

Unilabs is one of the largest diagnostic providers in Europe, offering laboratory, imaging and pathology specialities within one group. It has continued to grow its business and portfolio of cutting-edge diagnostic services moving from European business to a worldwide operator, establishing new offerings in genetic medicine and pathology.

By combining our broad range of locations and services with our unique CARE BIG philosophy Unilabs advances diagnostic expertise and services around the world. Our mission to be at the heart and start of all effective treatment decisions.

This role is based in Unilabs UK for the provision of all Pathology testing services to Unilabs patients and customers.

Working under indirect supervision the post holder will assist all other members of staff in the provision of an efficient and effective high-quality service to all users of the pathology service in Tissue Sciences, Blood Sciences and Infection Sciences at Unilabs.

Rotate through the various work areas of the service to remain proficient in all techniques.

Key Relationships

As a member of Customer Services representative, the staff member is to work as a team supporting the Biomedical Scientists (BMS), Quality Manager, Health and Safety Officer and Operational managers in providing comprehensive, high quality and responsive laboratory services.

Duties and Responsibilities

• Act as the first point of contact for customer and stakeholder enquiries via phone and email, providing timely and accurate responses.
• Operate Pathology IT systems and LIMS to update, retrieve, and maintain accurate laboratory and patient data.
• Perform accurate data entry of sensitive patient information, maintaining confidentiality at all times.
• Support administrative and operational tasks, including mail handling, scanning, sample preparation, and tracking.
• Coordinate sample flow and pathology reporting, including assigning Pathologists based on rotas, expertise, and availability.
• Support quality assurance activities, ensuring samples are labelled, packaged, transported, and processed according to SOPs.
• Liaise with clinical, laboratory, logistics, and commercial teams to resolve enquiries and ensure smooth operations.
• Participate in rotational duties, audits, training, and continuous improvement initiatives.
• Comply with Health & Safety, infection control, confidentiality, and data protection requirements.
• Contribute to a strong culture of quality, collaboration, and professionalism within the department.

Requirements

Qualifications & Education

• 5 GCSEs grade C/4 or above (including Maths, English, and Science) or equivalent

Experience

• Experience working as part of a team in a busy environment
• Customer service experience (ideally 3+ years)
• Exposure to healthcare, laboratory, or regulated environments (desirable)
• Understanding of quality management and laboratory protocols (desirable)

Skills & Abilities

• Strong organisation, accuracy, and attention to detail
• Good IT skills, including Microsoft Office
• Ability to work under pressure and manage competing priorities
• Strong problem-solving and time management skills
• Ability to concentrate for extended periods
• Flexible and adaptable, including weekend work if required
• Comfortable working with biological materials
• Reliable, trustworthy, and self-motivated

Communication & Professional Skills

• Clear written and verbal communication skills
• Ability to work effectively in a multi-disciplinary team
• Professional, empathetic, and patient-focused approach
• Ability to handle sensitive and difficult situations appropriately
• Strong awareness of GDPR and confidentiality requirements