Customer Service Advisor

What Does Customer Service Mean To You

• Long, difficult calls with frustrated customers
• Feeling tied to a headset in a high-pressure call centre?
• Handling complaints all day with little support? That is not the experience here. At Synnovis, our Customer Service Advisors support healthcare professionals, hospitals, and GP surgeries—people who rely on us to deliver timely and accurate information that directly impacts patient care. Most calls are focused with customers looking for clear updates such as test turnaround times, result availability, or additional services. You will usually be able to resolve enquiries independently, without unnecessary escalation or pressure. This role offers a balance of customer interaction across emails and calls, giving you variety throughout your day while being part of a supportive and collaborative team. Our Customer Services team operates Monday to Friday, 08:00 – 18:00, with a 37.5-hour working week on a rotating shift pattern. Who This Role Could Suit We Are Looking For Individuals Who Are
• Approachable and personable
• Confident asking questions to understand needs
• Motivated by helping others and providing solutions The Customer Service Advisor will be the first point of contact for a wide range of enquiries, delivering a responsive, professional, and solutions-focused service. The Customer Service Advisor plays a central role in supporting the effective day-to-day operation of the Customer Services Department, acting as a key point of contact for a wide range of internal and external stakeholders. This role is responsible for delivering a responsive, efficient, and professional service, ensuring that all enquiries are managed accurately and in a timely manner. You will handle telephone and written enquiries from healthcare professionals, NHS Trust teams, GP surgeries, and external customers, using your judgement to assess priority, resolve queries, or direct them to the appropriate service area. Working closely with laboratories, operational teams, and wider Synnovis departments, you will ensure that information is communicated clearly and enquiries are followed through to completion. In addition to reactive support, you will play a proactive role in maintaining service performance. This includes updating users regarding unprocessed tests or outstanding queries, issuing pathology results, and ensuring all interactions are accurately logged, investigated and tracked within internal systems until resolution. Alongside this, you will provide essential administrative support, contributing to the smooth and efficient running of the department. This is a collaborative and fast-paced role, suited to an organised and detail-oriented individual who is confident managing multiple priorities, communicating with a range of stakeholders, and delivering a consistently high standard of customer service. Your development and learning You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals. This is managed between you and your line manager in line with your own personal and professional development ambitions. You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund. For further details / informal visits contact: Name: Monica Mohan Job title: Customer Service Manager Email address: Monica.Mohan@synnovis.co.uk