Responsibilities

Purpose

To provide day-to-day operational support for OneSource located at GSK Stevenage, managing the customer work order process and supporting program accounts for the UK region. The OneSource Customer Operations Specialist is responsible for the end-to-end lifecycle of customer request support including but not limited to initial intake to invoicing, ensuring high satisfaction and Lean efficiency. This role requires professional capable of managing complex service schedules while maintaining strict compliance with contractual and quality standards.

Job Responsibilities:

• Using the Computerized Maintenance Management system (CMMS), assigns, distributes and schedules, where required, work orders liaising with the appropriate supervisor or third party contractor.

• On a daily basis, receives all written and electronic customer work requests for and verifies completeness of all entries, where required enters information into the CMMS, issues work order to appropriate Supervisor or third party contractor.

• Using the CMMS schedules all off site calibration send away for as identified by the CMMS.

• Liaises with third party contractor and procurement to ensure valid purchase order (PO) numbers are in place for all non-contract work orders.

• Communicates with end user and third party contractor to determine priority of the work to be performed and gain agreement on an appropriate date for the service and/or repair.

• Communicates with end user to ensure an appropriate hand over of equipment to calibrated off site and ensure that the equipment is calibrated within a timely fashion.

• Uses Client system(s) to book third party contractor site visits.

• Communicates with site LIS Technical Administrator and Site Security to advise of visiting Third Party Contractor.

• Liaises with LIS Technical Administrator to ensure all calibration labels are prepared and distributed where required, following documented process.

• Keeps end user appraised as to the status of the work order until completion of work

• Reviews and updates CMMS records to ensure they accuractely reflect current status of equipment. Where changes effect GxP equipment ensures compliant procedures have been followed.

• Escalates in a timely manner, any issues or concerns that arise

• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Role requirements:

• Approximately 3 years of experience in Scheduling, Customer Service Operations.

• Preferable experience in SAP / ServiceMax is highly advantageous.

• Literate MS Office package with excellent Excel skills.

• Proven ability to manage time effectively, prioritize multiple projects, and meet deadlines in a fast-paced environment.

• Experience in Life Sciences, Environmental Health, or a regulated quality framework is a significant asset.

• A customer first mindset and a high level of commitment to resolving customer issues.

Competencies:

• The understanding that customer priorities are to be dealt with in a timely manner and urgency.

• Able to work effectively as an individual contributor while maintaining strong communication within a team.

• Open to mastering new tools to intentionally grow and develop within the role.

• Conveys self-confidence and communicates clearly, building trust and goodwill with customers and 3rd party providers.

What we offer:

• 25 days of annual leave plus all Bank Holidays

• Income Protection Insurance that ensures your income is protected when life takes the unexpected turn

• Life Assurance for added peace of mind

• Access to our WeCare Programme, offering medical, mental health, legal, and financial support

• MyStrength – a personalised wellbeing app

• AXA Health & Wellbeing App to help you stay on top of your health

• Private Medical Insurance, including Doctor at Hand for 24/7, 365 access to a GP

• Enhanced company pension contributions (subject to increased employee contribution) to help you plan for the future

• Exclusive discounts via Benefit Hub and BHN Extras

• Generous employee referral rewards

• Season Ticket Loan Scheme to make commuting easier

• Cycle to Work Scheme promoting a healthier, greener commute