Customer Service Coordinator

Every email we answer, every order we process, and every customer we look after helps a patient somewhere get an earlier diagnosis, a more personalised treatment, or a clearer answer about their health. As our Customer Service Coordinator, you'll be right at the centre of that.

The role

Nonacus is a UK genomics company on a mission to make genomic testing accessible - so more people get earlier diagnoses, more personalised treatments, and better outcomes. Our customers - NHS labs, research groups, clinicians, and commercial partners around the world - depend on us to deliver next-generation sequencing products and clinical services that genuinely change outcomes.

You'll be the first point of contact for all of them. You'll own our shared mailboxes, drive our HubSpot CRM, support the commercial team, and make sure every interaction with Nonacus feels professional, thoughtful, and quick.

It's a varied, hands on role with real scope to shape how we work - ideal for someone who likes solving problems, spotting better ways of doing things, and seeing the impact of their work.

Reports to: Chief Commercial Officer
Location: Birmingham (Head Office), on site
Contract: Full time, permanent
Salary: £26,000

What you'll be doing Customer enquiries and inbox management

• Monitor, triage, and respond to enquiries across our service mailboxes
• Log, track, and resolve tickets through the Nonacus Services Helpdesk
• Escalate to specialists when needed and coordinate cover so nothing slips
• Help automate triaging through HubSpot and Odoo workflows

HubSpot CRM and campaigns

• Own day to day administration of HubSpot - contacts, tagging, segmentation, and workflows
• Build automations that save the team time, such as task completion forms and triggered workflows
• Set up and run email campaigns including product updates, congress follow ups, and customer notifications

Customer feedback and continuous improvement

• Design and run satisfaction surveys, including a Net Promoter Score programme
• Pull insights from feedback and share them with teams who can act on them
• Refine our Moneypenny call handling service - scripts, FAQ responses, and triage protocols
• Build and maintain a comprehensive FAQ resource for our website and automated replies

Sales and commercial support

• Help process customer quotes, sales orders, and logistics
• Keep HubSpot pipelines accurate and up to date
• Provide administrative support to the technical service team

Events and marketing coordination

• Coordinate conference and event logistics - bookings, materials, and shipping
• Manage document control for commercial and marketing assets
• Liaise with internal teams to keep everything on brand and on time

Projects and compliance

• Support the Hereditary Cancer Direct project - materials, policies, and website content
• Provide proactive compliance support for our GALEAS Bladder live sites
• Contribute to ongoing website work as required

What you'll bring

• Proven experience in a customer service, service coordination, or commercial administration role
• Hands on CRM experience - ideally HubSpot - covering campaigns, contact management, and workflow automation
• Confident written and verbal communication
• Familiarity with a helpdesk or ticketing system
• Strong organisation and attention to detail across mailboxes, deadlines, and document control
• A proactive, solutions oriented mindset - you spot inefficiencies and propose fixes without waiting to be asked
• Confident adopting and optimising digital tools (HubSpot, Odoo, CMS platforms)

What we offer

• £26,000 salary
• 25 days annual leave plus UK bank holidays
• Workplace pension scheme
• Life Assurance
• Healthcare scheme
• Gym benefit
• EV car and cycle to work scheme
• A small, collaborative team in a growing UK genomics business
• The chance to see your work directly improve how patients are diagnosed and treated worldwide

About Nonacus

Nonacus Ltd is a Birmingham based genomics company providing next generation sequencing products and services to the NHS, research organisations, clinicians, and commercial partners worldwide. Our values are built on trust, openness, professionalism, and a relentless focus on quality - everything we do is in service of helping more patients access the benefits of genomic medicine.