Job Description

Are you passionate about delivering exceptional service and building strong relationships?



Do you thrive in a fast-paced, collaborative environment where your organisational skills and proactive mindset make a real impact? If so, we'd love to hear from you.



We're seeking a Customer Success Specialist to join our dynamic Customer Services team. In this key supporting role, you'll work closely with the Customer Success Manager to ensure our high-value ("VIP") customer accounts receive outstanding service. From coordinating communications to tracking performance data and resolving queries, you'll be at the heart of our mission to deliver service excellence.



Who We're Looking For



Strong organisational and time-management skills

Excellent written and verbal communication

A proactive, can-do attitude

Ability to work collaboratively across teams

Experience in customer service or administrative support (preferred)



Ready to make your mark?

Apply today and help us shape the future of customer success.



Why Synnovis?



We're committed to creating a supportive and inclusive environment where your contributions are valued and your growth is encouraged. You'll be part of a team that's passionate about making a difference in healthcare delivery and customer experience.



Join the Synnovis Customer Service Team



At Synnovis, we're more than just a diagnostics provider -- we're a partnership between Guy's and St Thomas' NHS Foundation Trust, King's College Hospital NHS Foundation Trust, and SYNLAB. Together, we're redefining pathology services by combining clinical excellence, innovative science, and operational expertise to improve healthcare outcomes across the UK.



We're now looking for passionate individuals to join our Customer Service & Logistics team , based at our central Blackfriars office. As the first point of contact for all customer enquiries, this team plays a vital role in delivering service excellence with professionalism, warmth, and accuracy.



Who You'll Be Working With

Internal Stakeholders:

Customer Services Account Manager

Laboratory Operations, IT & Digital Support, Data & BI, Commercial, Clinical, Finance Teams

External Stakeholders:

NHS Trust representatives

Primary Care contacts (GPs, Hubs)

Private healthcare clients

Service users and patient reps

Courier and third-party service providers



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.



At Synnovis, we are currently shaping the future of pathology services by creating a world-leading Hub and Spoke pathology network with our NHS partners. A large part of this modernisation will involve moving 70% of our services to a purpose built, state of the art Hub laboratory in the heart of London. For now, the job you are applying for will be based at one of our hospital sites however, from 1 April 2024 our people and services will start to move to our Hub laboratory in Blackfriars, Southwark, SE1, with some work remaining in refurbished essential services laboratories across our hospital network, focusing on the rapid turnover of urgent tests. Please do ask your recruiting manager if you wish to find out more.



What You'll Be Doing



Customer Support & Communication



Assist the Account Manager with customer enquiries and follow-ups

Respond to routine service-related queries via email and phone

Schedule service review meetings and document key actions



Data & Reporting



Compile and distribute performance reports (KPIs, SLAs, case trends)

Track open queries using systems like ServiceNow or CyberLab

Maintain accurate customer account records



Administrative Support



Provide general admin support to the Customer Services team

Manage shared inboxes and escalate issues as needed

Record meeting minutes and ensure follow-up actions are completed



Cross-Team Collaboration



Liaise with internal teams (Laboratory Ops, IT, Business Development, etc.)

Coordinate CAPA reports and service documentation

Support communication with external stakeholders including NHS Trusts, GP practices, private clients, and third-party providers



Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy's & St Thomas' NHS Foundation Trust and King's College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.



The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.



The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.



Synnovis' Corporate HQ; housing our Finance, Procurement, HR, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Currently our offices are based in Blackfriars SE1 8NZ, situated 5 minutes from Southwark station you will have easy access to the vibrant South Bank and local amenities.