Forensic Client Services Administrator

An opportunity has arisen to join our dedicated team of forensic Client Service Administrators.

A Client Services Administrator plays a key role in supporting the smooth and efficient running of our DNA Laboratory. This is a dynamic, customer focused position where you will be the friendly, knowledgeable link between our laboratory teams and the clients we serve. You will handle a variety of tasks including managing calls, responding to sample enquiries, preparing reports, and ensuring accurate data entry into the LIMS system currently in use. The role offers plenty of variety and requires someone who enjoys working collaboratively, communicating confidently, and adapting to shifting priorities. Your flexibility and attention to detail will help us consistently meet our contractual turnaround times (TRTs) and deliver an exceptional service experience to both internal and external customers.

Due to the highly sensitive nature of the work, applicants should note that security clearance is 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 (NPPV/3 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 https://www.warwickshire.police.uk/police-forces/warwickshire-police/areas/warwickshire-police/about-us/about-us/police-national-vetting-service/. In addition, all successful applicants will be required to undertake drug and alcohol testing prior to commencing employment.

The successful candidate will be expected to:

• Deliver fast, accurate data entry that keeps our operations moving.
• Be the friendly, professional point of contact for customer queries—internal and external.
• Own the delivery of daily, weekly and monthly customer reports.
• Build strong, positive relationships with customers, understanding their needs and working styles.
• Follow Customer Operational Protocols and flag any updates to the DNA Administration Team Lead.
• Work closely with the Team Lead, Operations Manager and EFS Account Managers to adapt to changing customer requirements.
• Run invoices and resolve customer invoice queries with confidence.
• Communicate urgent requests to the laboratory and ensure priority samples are processed correctly.
• Manage the release of results to external customers.
• Handle filing, archiving and retrieval of continuity paperwork and sample cards.
• Prepare returns and transfers in line with courier schedules.
• Take responsibility for maintaining a safe working environment for yourself and colleagues.
• Uphold EFS policies and processes and embody our values of Customer Focus, Quality, Competence, Team Spirit and Integrity every day.