Job Description

Job Advert

Job title:

Operations & Customer Support Coordinator

Reports to:

Operations & Supply Chain Manager

Location:

Remote based with the occasional need to travel to HQ located in Cardiff. Ability to travel as and when required for business requirements (i.e. supplier visits, off site meetings)

Contract Type:

Full-Time/Permanent

Salary & Package:

28,000-30,000 + Benefits



MyHealthChecked is a leading provider of at-home health diagnostics services in the UK. Concepta Diagnostics Limited is the employer, home of 'MyHealthChecked' (the outward brand).



Our mission is to empower people with accessible, reliable, and convenient health insights. We offer a range of diagnostic tests, from general wellness to COVID-19 testing, enabling people to take proactive control of their health from the comfort of their homes. We are expanding our operations team to support our growth and are looking for a Operations & Customer Support Coordinator to help ensure seamless day-to-day operations and support our customers and team.



As an Operations & Customer Support Coordinator, you will work between supply chain operations, customer care and business support, ensuring an efficient end-to-end experience from order fulfilment to customer support. This multifaceted role is essential to delivering operational excellence and exceptional customer service in a fast-paced, regulated healthcare environment.

Key Responsibilities:

Order Management & Fulfilment:

coordinate order processing workflows to ensure timely, accurate dispatch of customer and retail orders, liaising with logistics partners, maintaining order records and updating the stock management system.

Inventory Management & Supplier Coordination:

monitoring inventory levels and forecast demand, inventory checks and discrepancy management, supporting production planning and minimising supply disruptions, day-to-day supplier and service support.

Customer Care:

act as primary point of contact for customer inquiries through email and telephone (B2C customers and B2B retailers), resolve customer issues empathetically and in line with service level agreements, escalating sensitive or complex issues to the Customer Care Manager, capturing and sharing customer feedback with internal teams to improve product offering and processes.

Cross-Functional Collaboration:

collaboration with product, marketing and laboratory teams, ensuring clear communication between operations and customer service, working closely with the quality team to maintain standards and support regulatory compliance.

Quality Assurance, Compliance:

supporting QA by assisting with maintaining quality records in the QMS, assisting with the document management process.

Data Management & Reporting:

maintain accurate records of inventory, orders, supplier performance and customer interactions, generate weekly/monthly reports for leadership as required.

Experience & Knowledge:

Experience in an operations and/or customer support role is essential, ideally within Healthcare or another regulated industry Proficiency in Excel and Customer Support platforms would be highly advantageous (ideally Zendesk), as would experience using compliance software (QPulse) Strong grasp of supply chain functions, order fulfillment and customer satisfaction principles Experience in production planning and logistics would be advantageous Bonus: understanding of laboratory and clinical workflows

Person Specification:

Excellent communication skills (verbal and written) Highly organised, detail-oriented and capable of managing multiple priorities Strong interpersonal skills and customer empathy and patience Analytical mindset with a commitment to continuous improvement and problem-solving Comfortable working in a fast-paced, team-oriented environment Commitment to quality, compliance and GDPR, ensuring adherence to processes and regulatory requirements Proactive with a solutions-focused mindset

Concepta Diagnostics Limited is committed to equality of opportunity. Anyone will be considered for a role within our business and we will welcome applications from all candidates regardless of background.

EXPECTED CLOSING DATE: 25th May 2025

We reserve the right to close this vacancy early if we receive sufficient applications. Early applications are encouraged.