JOB TITLE: Customer Service Agent - Testing
LOCATION: London Heathrow
SALARY: £12.00 per hour
SHIFT PATTERN: 4 days on 2 days off (starting time 05:30 AM, latest time 21:30)
BENEFITS: Free car park in T4 and shuttle bus provided
REPORTING TO: Duty Manager
OVERVIEW OF JOB DESCRIPTION
As a Customer Service Agent - Testing, you will be an integral part of the Test Centre Team, contributing to
its success. Reporting to the Duty Manger on site, you will work alongside other colleagues and other
partners to deliver brilliant customer care to test members of the public. This will include administrative
functions to ensure all tests are conducted with complete accuracy. Full training will be provided, and full
Personal Protective Equipment will be supplied in line with NHS Standards. Responsible for traffic
management at the test site, ensuring cars are guided to the correct area in a safe manner.
Main Duties & Responsibilities:
• Meet and greet customers arriving at the drive through swab station
• Support the wider team by labelling up sample kits with unique barcodes which are printed when
QR codes are scanned and ensure the correct sample kit is with the right customer
• Assist in the safe movement of samples, specific to your working site
• Direct cars as appropriate to your working site
• Delivers brilliant care at test centres, responding quickly to all customer needs while reassuring
individuals throughout the testing process and putting them at ease
OUR VALUES AND BEHAVIOURS
Respect - This means respecting each other, great communication, valuing contributions, respecting
differences and supporting one another.
Collaboration - This is all about teamwork and remembering that we are all working towards the
same goal. It’s also about how we work with our clients and their other suppliers. We are one team!
Integrity - This is about being honest, reliable and trustworthy and always delivering on promises.
Innovation - This is about striving to always improve, working smarter, coming up with new ideas
and having the confidence to share them. At the same time it’s about embracing change.
Excellence - This is all about striving to be the very best brand ambassador, exceeding expectations to
build value and give us and our clients a real competitive advantage.
Trust - This is all about being consistent, organised and reliable. It’s also about doing what you say
you are going to do and not promising what you can’t deliver.
REC001 General Job Description V0 Page 2 of 2
• Confidently performs the throat and nasal swab testing procedure in line with current clinical
standards, while adhering to hygiene, Personal Protective Equipment (PPE) and NHS standards.
• Understands testing targets and goals for the test centre.
• Efficiently delivers the daily tasks and testing plan, including packing up samples, stock
management, completing testing administration and procedures in line with expectations
• Follows the high presentation standards and understands their legal obligations for the site to
operate safely
• Complies with all safety rules and procedures to ensure their own safety and that of colleagues and
customers at all times
Person Specification:
Essential
• Ability to communicate with empathy and confidence with individuals
• A supportive approach to others, and an ability to relate well to colleagues and passengers
• Capacity for hard work / standing on feet and high expectations of self and passengers
• Strong communication and organisational skills
• In addition, applicants must consider the following: Willingness to work outside (weather
protection will be provided)
Desirable
• Be able to provide us with the risk status of family members in the same household.
HEALTH & SAFETY RESPONSIBILITIES
• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in
failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident
reporting system;
NOTE
This job description Is intended to give the post holder an appreciation of the role envisaged for this
position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post
holder throughout the period of employment. The job description may be varied from time to time by the
Company to reflect 0063hanges in the post holder’s role and/or the needs of the business.
Please note that ABM are an equal opportunities employer, we do not discriminate and welcome all
responses.