Job Description

Company DescriptionEurofins Forensic Services (EFS) is the largest forensic service provider in the UK and Europe. We are part of Eurofins Scientific, which is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on and forensics. Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate. Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.Eurofins Scientific is a leading international group of laboratories with over EUR 6.95 billion annual sales and over 63,000 employees with a network of 950 laboratories in 60 countries.Eurofins has a network of 16 sites in the UK and the Group provides an unparalleled range of over 200,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments.Eurofins Forensic Services (EFS) laboratories are amongst the most advanced analytical facilities in Europe, enabling the company to offer a complete and comprehensive range of independent and innovative forensic testing solutions to police forces, legal and criminal justice organisations throughout the UK and Europe.Salary: CompetitiveLocation: Birchwood Park, Warrington, UKContract: PermanentHours: 30 per week. 8am-2pm Monday to FridayClosing date: 15th March 2025The RoleWe are currently recruiting for a forensic call handler to join our fantastic team at our site based in the contact centre at Birchwood Park. If you are passionate about a rewarding career in Forensic testing and want to use your expertise to its full potential, then this is a great opportunity to join a well-established and successful market leading company with over 30 years' experience in providing Forensic Services to the Police forces of England and Wales, as well as other commercial organisations and public sector bodies.This is a truly exciting time to begin or continue your career with our first-class business. As a forensic call handler, you will be responsible for answering calls and emails from police forces, government agencies and the public who need to enquire about progress on their cases as well as other more general queries. We also complete a diverse range of administrative duties with all training being provided once the candidate is employed.Key Responsibilities and Accountabilities

• To field incoming phone call from customers in a timely and efficient manner giving the correct information or transferring them to the correct person within the organisation.
• Monitoring of several email inboxes that have a varied requisites and queries. These queries are diverse in nature and therefore need to have a detailed understanding of the business and the different protocols from each Eurofins site.
• Office admin duties such as paginating, archiving and in some cases invoicing (although this is not a regular occurrence)
• Responsible for maintaining a right first-time approach to all duties.
• Take a proactive approach to Continuous Improvement (CI) within all aspects of the role, striving to improve output and efficiency of our support tasks.
• Communicate effectively to other teams and departments throughout EFS.

QualificationsKnowledge, Experience and Technical SkillsThe post is suited to people with experience of working in a high throughput, highly regulated environment. The candidate should have a high level of customer service experience and be well equipped to deal with incoming calls from varying customers. They will need to be able to work well as a member of a team and collaborate closely with colleagues performing similar roles. The candidate must be computer literate as well as having excellent skills through written communication as a high proportion of our communication to customers is now via email. Contact centre experience is preferred but not essential as all training will be provided on site however a proven track record in a strong customer focussed role is required.Person Specification

• Demonstrate ownership of issues that arise day to day, escalating only when necessary
• Display patience, determination, attention to detail and integrity always
• Always exhibit a high level of customer focus.
• Able to manage a demanding workload; show good organisational skills and high levels of personal resilience with the ability to work to deadlines under pressure
• Communicate and work co-operatively with others, focussing on a collective rather than individual goals
• Demonstrate initiative, adopting a pro-active attitude to continuous improvement

The job holder will be able to demonstrate the following behaviours in line with EFS's values:

• Customer Focus
• Quality
• Competence
• Team Spirit
• Integrity

Additional InformationCompany BenefitsIn return for your hard work and loyal service, we will offer a competitive salary, and a selection of employee benefits via our flexible benefits menu which includes:

• Life Assurance (3 times annual salary).
• Scottish Widows Company Pension Plan.
• 25 days annual leave plus bank holidays (increasing to a maximum of 30 days).
• Holiday buy and sell scheme.
• Employee length of service awards and yearly recognition schemes, celebrating work anniversaries here at EFS.
• Employee technology scheme.
• Discount vouchers and flexi reward points on our employee wellness hub.
• Perkbox membership, allowing you to save money all year round on a wide range of perks such as supermarket savings, days out or your daily coffee via discount vouchers and flexi reward points, along with access to our employee wellness hub.
• Learning and study support.
• Employee Assistance Programme.
• Health Cash Plan membership.
• Enhanced company sick, maternity and paternity pay scheme.
• Refer a friend scheme.
• Cycle to work scheme.
• Give As You Earn (GAYE) Scheme.
• Free on-site car parking.

Important Notice for CandidatesDue to the highly sensitive nature of the work we undertake on-site, applicants should note that security clearance will be required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV3 and SC), as such any criminal convictions may prevent you from gaining security clearance.Further information on the security clearance process and requirement can be found at .Please note, you may be required to undertake drug and alcohol testing prior to commencing employment.Find out more about working for Eurofins on our careers page:

Eurofins