Administrative Assistant / Customer Care Representative

Administrative Assistant / Customer Care Representative

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Direct message the job poster from Global Lab eXpert Group

Marketing & Ops Director | Fascinated by human behaviour | Fitness fanatic

About us:

We are a small but rapidly growing global business in the healthcare sector, connecting patients and medical professionals around the world to high-quality lab diagnostics for complex and chronic health conditions, and guiding patients on their health journeys.

At GLXG, we believe everyone deserves the chance to live a healthy, fulfilling life. But when you’re unwell, especially with a chronic or long-term illness, finding the right diagnosis and support can feel impossible. Many patients become trapped in a cycle of unanswered questions, wasting time, money, and hope while their health deteriorates. That’s where we come in: GLXG connects people to the right diagnostics and professionals, helping them move forward.

Our mission is simple:

To support, guide and connect clinicians, doctors and patients through the complexity of thousands of available tests, so that we can connect a patient to the best and most appropriate test for their diagnosis.

We are passionate about what we do, and our international team create a truly unique and much needed offer for customers in a little-known but growing healthcare field.

We pride ourselves on delivering compassionate, patient-focused care and seek a proactive and empatheticAdministrative Assistant / Customer Care Representativeto join our team. You’ll be working directly with the CEO/Owner and providing wider support to the business as required.

This is an exciting opportunity to be part of the core team, working to grow with our company, with the potential to take on additional responsibilities, such as marketing, events, and a recently launched global concierge service. Our business is also connected to others in the sector, so there is an opportunity for cross-project work in partnership with other teams which will continue to expand your role.

You will work directly with doctors, specialists, customer care teams, logistics teams and laboratories as the key hub in coordinating all our activities weekly. This is a key role in the business, and you will be a front-line support to help customers (B2B&B2C) to get what they need. You will work within a small team of currently nine people with a direct line manager to report into.

Key responsibilities:

• Communicating effectively via email and phone to provide updates, and escalate issues as needed.
• Managing the CEO’s diary, including booking meetings, managing key actions and organising travel arrangements.
• Supporting other teams (Marketing and Operations) as required.
• Organising and processing customer orders and requests, ensuring smooth coordination between patients, healthcare professionals, and staff.
• Managing the patient and doctor experience.
• Maintaining a high standard of written communication, including accurate grammar, punctuation, and spelling.
• Delivering excellent customer service with empathy and understanding, particularly when working with patients experiencing health challenges. (many experience what is known as ‘brain fog’ and can feel anxious and scared about the whole process).
• Prioritising tasks effectively, with guidance and support from the team and a direct line manager.

Key skills and experience:

• Strong communication skills, with the ability to manage correspondence professionally and sensitively.
• Excellent organisational and prioritisation skills, with a willingness to learn and adapt.
• A self-starter, able and comfortable to work remotely (i.e from home) with the expectation that you set and manage your daily tasks.
• Attention to detail, especially in written communication.
• Previous experience in a similar administrative, customer care role is desirable but not essential, as training will be provided.
• Must be comfortable with Excel, Word, PowerPoint and Google Sheets on Dropbox/Cloud based servers.
• A customer-centric mindset with the ability to demonstrate empathy and understanding.
• Flexibility, and reliability as you will work remotely but connected to a team that relies on you.
• A positive mindset to problem-solving and working as a team to get the job done.

What we offer:

• £24,000 – £27,000 per annum pro-rata (depending on experience)
• Flexible working arrangements to support work-life balance.
• Opportunities for professional growth and to take on additional responsibilities as the company expands.
• A supportive and collaborative working environment. We are a small team that takes care of one another.
• 25 days holiday inclusive of public/bank holidays (pro rata) & standard UK government pension. Additional holiday at the discretion of the CEO.
• Annual company team events and ongoing training opportunities
• Entitlements are pro rata if not full-time.

Location:

Whilst some business is conducted face-to-face and you will meet with the CEO/Founder for meetings weekly in Lichfield, this role is essentially home-based.

It is preferable that you are located within reasonable travel time to Lichfield, Staffordshire so that you can receive training, support and more collaborative team working as required. Your role with customers (b2b/b2c) is online and therefore there are little to no face-to-face or telephone duties directly with customers other than internal team video calls.

Working hours:

We are an international team, but HQ is in GMT UK time and therefore our core hours of operation are 8am-6pm with staff taking shifts taking shifts within these hours. However, flexibility around start/finish and break times is possible.

Our ethos is more around getting the job done and providing great service rather than when you start and finish. We trust our team and work closely together every day, so we believe in offering flexibility around working hours when needed. It’s part of encouraging a healthy work-life balance and a supportive, high-performing culture.

Application deadline and process:

• We are planning for interviews in June and will appoint as soon as possible. However, we are looking for the right candidate and therefore our key focus is finding the right person and we will keep hunting until we find you!
• We encourage anyone interested to apply as soon as possible as we will start reviewing CV applications as soon as they come in.
• Please submit your CV (and a link to your LinkedIn profile if you have one).
• Please also include a cover letter ofno more than one pagewhich explains:
• Why are you interested in this job?
• Why you feel you think you’d be a great fit?

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Health and Human Services

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