Client Services Specialist

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

We are a global biotechnology company with a presence in the United States, United Kingdom, and Australia, integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA, and myDNA reporting services to deliver precision health and genealogy services to clients around the world.

• →Client Enquiry Management
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  • →Serve as the first point of contact for UK and European client across phone, email, and chat, resolving enquiries about DNA test kits, orders, results, and accounts with pace and accuracy.
  • →Own each enquiry through to resolution, meeting or beating agreed response and resolution SLAs.
  • →Communicate complex genetic testing processes in clear, accessible language tailored to each client.
• →Order and Account Support
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  • →Manage kit orders, replacements, returns, and account updates end to end within CRM and order management systems.
  • →Handle client data with care and in full compliance with UK GDPR and the Data Protection Act 2018.
  • →Coordinate with logistics partners to resolve dispatch and delivery issues for UK and European shipments.
• →Issue Resolution and Escalation
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  • →Approach every issue with a solutions-first mindset: diagnose quickly, act decisively, and keep the client informed throughout.
  • →Resolve complaints at first contact wherever possible, and escalate promptly and with complete context when specialist or leadership input is needed.
  • →Identify recurring issues and flag root causes so problems are fixed once, not handled repeatedly.
• →Cross-Regional Collaboration
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  • →Partner with laboratory operations in Houston and colleagues in Australia to track samples, chase results, and manage handoffs seamlessly across time zones.
  • →As the UK-based voice of the client, share regional insights, trends, and feedback with global Client Services and Product teams.
• →Continuous Improvement
• →
  • →Contribute to and maintain knowledge base articles, macros, and response templates that lift the whole team's speed and consistency.
  • →In a lean, high-ownership team, actively suggest and help implement process improvements rather than waiting for direction.

• Skills & Knowledge
• • Outstanding written and verbal communication with a warm, professional, and confident tone
  • Strong interpersonal ability to liaise effectively between laboratory teams and external clients
  • A bias for action: comfortable working at pace, juggling priorities, and moving quickly without sacrificing accuracy
  • Solutions-first mindset with genuine resilience and positivity when handling challenging conversations
  • Confident with CRM and ticketing platforms (e.g. Zoho, Zendesk, Salesforce) and quick to learn new systems
  • Strong proficiency utilizing Google Workspace (Docs, Sheets), and email management platforms
  • Exceptional written skills with the ability to convey scientific/technical terminology clearly to clients and write structured SOPs
  • Working knowledge of UK GDPR and best practice in handling sensitive personal data
• Experience
• • 2+ years in a client service, client services, or contact centre role
  • Experience in healthcare, biotechnology, diagnostics, or another regulated industry is desirable
  • Experience supporting clients across multiple channels (phone, email, chat) is preferred
• Education:
• • GCSEs (or equivalent) including English and Maths
  • A-levels, a relevant vocational qualification, or a degree is desirable but not essential

• Internal Stakeholders
• • Client Services Manager and the global Client Services team (United States, United Kingdom, Australia)
  • Laboratory Operations
  • Order Fulfilment and Logistics
  • Product and Marketing teams
  • IT and Systems Support
• External Stakeholders
• • Clients across the United Kingdom and Europe
  • Courier and logistics partners
  • Healthcare professionals and partner clinics, where applicable

• Decisions this role makes alone
• • Resolution of standard client enquiries, including replacements and goodwill gestures within authorised limits
  • Prioritisation of the personal enquiry queue to meet SLAs
  • Wording and tone of client communications within brand and compliance guidelines
• Decisions this role makes under guidance or escalates
• • Refunds or compensation above authorised thresholds (with Client Services Manager)
  • Complaints with potential legal, regulatory, or reputational implications (with Client Services Manager and Compliance)
  • Exceptions to policy or standard process (with Client Services Manager)
  • Suspected data protection incidents (escalated immediately per data protection procedures)