• First line of contact for all customer queries and requests• Effectively present and discuss the company’s brand to existing and potential customers in a way that conveys an image of quality, integrity and understanding of customer needs• Be an integral part of the integral team managing the workflow to meet customer deadlines• Attend to customer questions, complaints and concerns immediately, and facilitate a satisfactory resolution.• Produce and Review quotations and other documentation produced for accuracy before submitting to the customer.• Accurately Updating/Adding current and new customers into the system.• Pricing of work orders• Contact internal suppliers to facilitate outsourcing, in order to source the most time efficient and cost effective solution• Communicate effectively with internal departments such as laboratory, logistics, UK Sales etc to ensure that all customers objectives are met and all potential avenues are discussed• Follow systems and procedures in line with the requirements of the company• Participate as a key team player by supporting internal departments• Contacting old or lapsed customers to explore opportunity of regaining business• Handling basic office tasks, such as filing, delivering mail, answering emails and phone calls, and data entry.

• Monitor and undertake technical support for relevant platforms, activities and processes• Support the central point of customer contact and first or second level support using the incident management and request fulfilment processes• Quality Assurance of User Entitlement Reviews, monitoring User Access activity, ensuring all performed are within Service Level Agreements• Support Audit, Risk and Control activity/support remediation activities and testing• Ensure that all day-to-day activities are fully compliant with operational processes and procedures. • Responding to service issues/exceptions• Support automation and simplification of processes

Facilitate skill-based training sessions on various topics such as technical or system enhancements, upcoming events, product information and procedural for new hires and existing team members• Prepare training reports including accuracy and error trends.• Acted as product and process knowledge resource / subject-matter-expert.• Maintain, update and create process manuals or documentation and job aids.

Conduct audit and analysis of Group Benefit team's policies set up, work processes and recommend improvements or action plans, internal control and compliance.

• Responsible for administration and maintenance of active, group-owned policies by means of the following accountabilities:◦ Process simple to moderately complex insurance policies in a timely and accurate manner on a variety of administrative systems.◦ Providing customer service by means of email, phone, or templated communication both internally and externally◦ Respond to requests received from internal and external customers. This involves determining the best course of action to address the issue and accurately processing any necessary transaction(s).