Job Requirements

Quality Coordinator

Antech Diagnostics are looking for a Quality Coordinator to join our growing team on a permanent basis. In this role, you will provide superior customer support to our clients through investigating and resolving, high-complexity issues escalated by the Customer Support team. You will possess excellent communication skills and be able to exhibit empathy towards our customer base, while solving their issues as efficiently as possible.

You will be providing remote customer and/or technical support relating to products, equipment instillation, services, along with troubleshooting for client needs. You will be solution focused with an eye for detail to provide a smooth process for our clients. A background in Veterinary Nursing or Laboratory Diagnostics is essential to understand the needs of the business.

This is a 40 hours per week opportunity based at our Warwick site and you will work Monday - Friday, 9am - 5.30pm. The salary range for the role is £34,000 - £38,000.

Key responsibilities include:

• Provide exemplary service to our clients, by investigating and resolving problems and concerns.

• Liaise with various other departments including Customer Support, Quality Assurance, Sales and Lab Operations, employing effective communication.

• Proactively handle high-complexity problem cases, including but not limited to, missing samples, delays, and incorrect reporting that are escalated from Customer Support.

• Provide second tier support for cases identified by the Customer Support department.

• Accurately record all actions and identify trends.

• Triage work items based on established priority.

• Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory.

Work Experience

• RVN or Biomedical Degree (or other relevant degree) preferred.

• Proven industry experience either as a Vet Nurse or Laboratory Technician is required.

• Technical diagnostic skills to troubleshoot and resolve problems with the company products and services.

• Proven telephone customer support experience and experience handling escalated, customer complaints and issues.

• Communication skills, both written and verbal including presentation skills.

• Relationship management skills, including ability to resolve difficult, high priority customer situations.

• Ability to work collaboratively with internal departments to solve problems and address customer needs.

• Ability to multi-task, prioritise, and manage time effectively.