Job responsibilities
Managerial
- Fully supporting your team, by holding regular meetings, support training and development, ensure that procedures are reviewed/updated regularly, and problems are resolved quickly
- Managing resources to ensure that Customer Services team functions efficiently
- Ensuring that working practice instructions and user manuals are updated
- Taking responsibility for overseeing the account maintenance of several special customers
- Giving feedback in regular office meetings and raising suggestions for improving working practices
- Managing testing and changes to the PDS bespoke database, including suggestions for improvement to the tasks and a proactive approach in ensuring an excellent service is provided to all customers.
Customer Service
- Ensuring that the Customer Services team always delivers an excellent level of customer service i.e. reliable, prompt, courteous and clearly communicated
- Liaising with customers; responding to their queries and complaints in a timely manner and providing guidance to your team
- Maintaining a professional business approach, and establishing continual lines of communication with existing and potential customers by telephone, correspondence, newsletter etc.
- Building business relationships with clients to understand their needs by attending online/in-person meetings, and occasional attendance at conferences and exhibitions
- Ensuring that all staff in the Customer Services Team are sufficiently trained to provide good customer service
This role requires a high level of thoroughness, concentration and checking to ensure orders and financial details are accurate. Full on-the-job training will be provided. There will also be close contact with other teams within PDS as well as other UKHSA groups such as Finance and on-site Facilities etc.
The work is carried out to tight deadlines specified in regulatory requirements, in QA documentation or by line managers. The Customer Services Supervisor will be responsible for his/her own work and that of the team to fulfil the required duties effectively and efficiently by prioritising workload. This will be carried out by accurately interpreting both customer requirements and reviewing these against business capabilities.
Emergency Response
Occasional participation in the UKHSA response to radiological emergencies when the need arises may be needed, in accordance with the roles described in the RCCE Emergency Plan. These roles will be appropriate to the post holders level of knowledge and experience.
KEY WORKING RELATIONSHIPS The Customer Services Supervisor will develop working relationships and communicate regularly with a wide range of individuals, internal and external to UKHSA. This will include: -
Internal
- Customer Services team (i.e. line management of team members)
- Administration staff in the PDS group
- Other Supervisors within the PDS group
- Specialist staff in other groups/departments (including Finance)
- Scientific/Senior staff in group up to Group Leader
- Head of Department
- Scientific staff in other Departments up to Group Leader (including Radiation Protection Advisors)
External
- Commercial customers (several times daily). This is mainly by phone or e-mail contact with customers at a wide range of levels, up to senior management. It will involve provision of invoicing information, unreturned dosemeter data, and responding to financial queries
- Customer contacts range from radiation specialists (RPAs and wearers of dosemeters) to those who have little knowledge of radiation (administrators and receptionists), at both senior and junior levels
- Occasional liaison with customers during visits to PDS or at conferences and exhibitions
- Customers specialist Radiation Protection Advisers
- PDS Service Suppliers, such as Conference & Exhibition organisers
PROFESSIONAL DEVELOPMENT
- Identify, discuss and action own professional performance and training / development needs with your line manager through appraisal / individual development plan. Attend internal / external training events.
- Participate in all mandatory training as required, i.e. fire safety, information governance and all other mandatory training.
Essential Criteria
- 5 GCSEs (or equivalent qualification) including Maths and English or equivalent relevant experience
- Extensive experience of working in a commercial environment to include direct contact with customers
- Good understanding of business functions and financial processes
- Experience of supervising and working as part of a team in a customer-oriented environment
- Good understanding of computer record functions and processes
- Excellent customer care skills, which includes the ability to communicate effectively, both orally and in writing
- Ability to form good working relationships with customers, staff and suppliers; working flexibly within the PDS team
- Attention to detail, ensuring accuracy including data entry and quality assurance checks
- Excellent organisational and planning skills; including prioritization and time management
- Competent computer skills (e.g., Outlook, Word, Excel and web-based products), including a good understanding of computer record functions and processes.
Desirable Criteria
- General awareness of the hazards and uses of ionising radiation
- Understanding of Data Protection legislation
- Good analytical and decision-making skills with the ability to assess complex situations, investigate queries and interpret results
- Good degree of self-motivation and the ability to motivate others, work on own initiative, organising workload to set deadlines
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
Competency-based
You will be required to complete an application form. You will be assessed on the listed 10 essential criteria, and this will be in the form of a:
- Application form (Employer/ Activity history section on the application)
- 800 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.
The Application form and supporting statement will be marked together.
Longlisting: In the event of a large number of applications we may longlist into 3 piles of:
- Meets all essential criteria
- Meets some essential criteria
- Meets no essential criteria
If longlisting is used, the pile 'meets all essential criteria' will proceed to shortlisting.
Shortlisting: In the event of a large number of applications we will shortlist on the lead criteria of:
- Extensive experience of working in a commercial environment to include direct contact with customers
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 & assessmentPlease do not exceed 800 words. We will not consider any words over and above this number.
Feedback will not be provided at this stage.
Stage 2: Interview
Competency based
You will be invited to a single face to face interview.
Knowledge, experience, skills & abilities will be tested at interview.
Interviews dates 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.
Selection Process
Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.
Location
This role is being offered as office/lab based at our Scientific Campus in Chilton (Didcot). Please note hybrid working is not available for this role.
Security Clearance Level Requirement
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Counter-terrorist Check.If based at one of our scientific campuses, you will be required to have a Counter Terrorism Check security vetting check as a minimum. 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. In exceptional circumstances 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.
Eligibility CriteriaExternal: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Face to Face Interviews
In exceptional circumstances, we may be able to offer a remote interview.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.
