Customer Liaison Officer

Job responsibilities

The post holder will be required to manage a team which is responsible for the first point of contact and Customer Service function to over 5,500 commercial customers plus helping to cover the emergency response capability of issuing TLDs in a public response. PDS also has an emergency response function for population monitoring in the event of a radiation incident. The Customer Services Liaison Officer will help PDS in its response to an incident, liaising with the other PDS teams, RCE Emergency Response group and members of the public to provide TLDs to the public for monitoring public exposure.

This will require excellent planning, communication and rapid response to an evolving situation. There will also be a requirement for immediate interaction with the response team, as well as longer programme of monitoring of the public to feed into government response to the situation Line management of the Customer Services Supervisor and CS team.

The main responsibilities will include:

• Managing resources (staff and documentation) to ensure effective communications as well as meeting deadlines:
  • Taking decisions on work planning and task allocation
  • Adjusting these in the light of changing circumstances
  • Negotiating with colleagues to inform these decisions
  • Feeding data back to line management for business
  • Liaising with the CS team to ensure smooth issue and customer satisfaction
  • Covering for junior staff in routine tasks
  • Attend services meetings
• Responding to and resolving customer queries and liaising with customers by phone, letter, email or in person; providing interpretation of results and advice on personal dosimetry
• Ensuring excellent communication within own team, the rest of PDS (including participation in management meetings) and with customers
• Forward planning for work and supplies for the laboratories, based on expected demand
• Ensuring the teams deliver an excellent level of customer service that meets the relevant quality standards; reliable, prompt, courteous and clearly communicated
• Reviewing and developing office procedures (Manuals & Standard Operating Procedures) for input into quality documents for PDSs approval by the UK Health & Safety Executive (HSE) as a Dosimetry Service as well as accreditation as a Testing Laboratory under the ISO17025;2017 standard
• Attending appropriate conferences and meetings, both internal and external to UKHSA
• Pro-active liaison with customers and other stakeholders in any emergency, to ensure best quality of service is maintained; this will include customer meetings, conferences and public meetings, as well as possible interaction with UKHSA comms
• Planning, preparedness and practice of emergency response activities to ensure continued capability
• Dealing with problems, e.g. in changes to requirements, software errors, IT failures, supplier failures, by prompt liaison with external and internal colleagues.
• Training of staff where necessary
• Dealing with difficult members of the public and other stakeholders and providing advice to clients and colleagues.

Essential Criteria

• Bachelors degree (or equivalent qualification) in a relevant business subject; or equivalent experience in a similar customer facing role
• Experience working in, & managing a small team, including line-management responsibilities; training, coaching, & motivating staff
• Experience of following standard quality procedures, particularly ISO17025 to maintain accreditation for the Laboratory including carrying out audits.
• Experience of working in a customer-oriented, commercial environment to include direct contact with customers & knowledge of good customer care
• Experience of working directly with customers/stakeholders in a technical environment; giving advice & service details
• Ability to understand technical systems & logic, using analytical skills to question, investigate & resolve technical problems
• Excellent organisational & prioritising skills; handling a busy workload, planning & meeting deadlines
• Ability to communicate effectively & to form good working relationships with colleagues, suppliers, & customers
• Ability to react quickly to changing work plans to cope with peak demand periods & PDS emergency response capability

Selection process

This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and / or skills and abilities outlined in the essential criteria.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the nine (9) listed essential criteria, and this will be in the form of:

• an application form (Employer/ Activity history section on the application)
• a 1200 word supporting statement

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1200 words. We will not consider any words over 1200 words. ...