UK Health Security Agency
Customer Liaison Officer
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UKHSA Chilton, Didcot
Job Summary
The Personal Dosimetry Service (PDS) is a commercial service, approved by the Health & Safety Executive (HSE), and accredited to ISO/IEC 17025. PDS serves over 5,500 employers working with ionising radiations in the industrial, research and medical sectors, by assessing the radiation doses to their employees. This is carried out by means of passive personal dosemeters, which are worn by the employee for a period then returned to PDS for processing and reporting. The service also helps build experience which informs UKHSA’s advice to government and users of radiation and makes a significant contribution towards RCCE’s annual income. The PDS is a group of around 35 staff, plus 10 bank staff, who issue and assess doses from dosemeters to over 80,000 workers in the UK and overseas.
This post will work as part of a small team which is responsible for dealing with customer queries, processing orders, forwarding contracts, invoicing for all PDS services provided (over 5,500 customers) and maintaining an excellent level of customer care. The post holder will work with the team to invoice PDS customers.
Working for your organisation
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information: https://gov.uk/ukhsa/careers
Job Description
The post holder will be responsible for PDS customer & public interactions, reviewing all documentation, providing advice on our services, and liaising directly with stakeholders internally & externally to provide PDS routine & emergency dosimetry services. The postholder must ensure an efficient & smooth service for our 5500+ customers & provide calm & timely information in the event of an emergency incident.
This will involve planning &prioritising the routine & emergency response roles as well as managing documentation to ensure business continuity. This includes overseeing the meeting of the deadlines & targets for routine & emergency requests.
The post holder will liaise with PDS Lab functions, Logistics Office & others to maintain a reliable routine & emergency response capability by liaising with colleagues & suppliers. The postholder will work closely with the Technical Development Manager & operations team as well as the Customer Services team to ensure effective communication to PDS stakeholders at all times.
The post holder will have line management responsibility for allocating resources, prioritising work, staff development & training within the Customer Services team, as well as maintaining office documentation for ISO17025 accreditation.
As well as general management & systems development, duties will include the involvement in the preparation of emergency response documentation (policies & procedures), awareness of new legislation / regulations.
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 TLD’s 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 TLD’s to the public for monitoring public exposure.
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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 PDS’s 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
This is not an exhaustive list.
Person specification
Essential Criteria
- Bachelor’s 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
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Alongside your salary of £35,587, UK Health Security Agency contributes £10,309 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides [here](opens in a new window).
Additional Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance [here](opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
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
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