Customer Liaison Officer

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. Longlisting: In the event of a large number of applications we will longlist into 3 piles of: • Meets all essential criteria • Meets some essential criteria • Meets no essential criteria Only those meeting all essential criteria will be taken through to shortlisting.Shortlisting: In the event of a large number of applications we will shortlist on: • Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers • Excellent organisational and prioritising skills; handling a busy workload, planning and meeting deadlines • Experience working in, and of managing a small team, including line-management responsibilities; training, coaching, and motivating staff Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates. If you are successful at this stage, you will progress to interview and assessment. Feedback will not be provided at this stage. Stage 2: Interview You will be invited to a face to face interview. If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview. Knowledge, experience, skills and abilities will be tested at interview. You will be required to prepare a 5 minute presentation as part of the interview. The subject of this will be: "This role includes a requirement for Planning, preparedness and practice of emergency response activities to ensure continued capability.Please give a presentation on your ideas and plans for this requirement within a Personal Dosimetry Service" Interviews dates are to be confirmed. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Location This role is office based at our Scientific Campus in Chilton, Didcot. Please note that hybrid working is not available with this role. Eligibility criteria Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants). Security clearance level requirement Successful candidates must pass a basic Disclosure and Barring Security check before they can be appointed. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Counter-Terrorist Check clearance. For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 3 years as the role requires Counter Terrorism Check (CTC) clearance.UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice. Salary information If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms. Job description 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. Longlisting: In the event of a large number of applications we will longlist into 3 piles of: • Meets all essential criteria • Meets some essential criteria • Meets no essential criteria Only those meeting all essential criteria will be taken through to shortlisting.Shortlisting: In the event of a large number of applications we will shortlist on: • Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers • Excellent organisational and prioritising skills; handling a busy workload, planning and meeting deadlines • Experience working in, and of managing a small team, including line-management responsibilities; training, coaching, and motivating staff Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates. If you are successful at this stage, you will progress to interview and assessment. Feedback will not be provided at this stage. Stage 2: Interview You will be invited to a face to face interview. If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview. Knowledge, experience, skills and abilities will be tested at interview. You will be required to prepare a 5 minute presentation as part of the interview. The subject of this will be: "This role includes a requirement for Planning, preparedness and practice of emergency response activities to ensure continued capability.Please give a presentation on your ideas and plans for this requirement within a Personal Dosimetry Service" Interviews dates are to be confirmed. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Location This role is office based at our Scientific Campus in Chilton, Didcot. Please note that hybrid working is not available with this role. Eligibility criteria Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants). Security clearance level requirement Successful candidates must pass a basic Disclosure and Barring Security check before they can be appointed. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Counter-Terrorist Check clearance. For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 3 years as the role requires Counter Terrorism Check (CTC) clearance.UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice. Salary information If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.