Customer Liaison Officer Chilton, Buckinghamshire, South East England, England
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About the job
Benefits
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Location
About the job
Job summary
The Personal Dosimetry Service (PDS) is a commercial service, approved by the Health & Safety Executive (HSE) that 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 RCE’s annual income. The PDS is a group of around 25 staff, plus 12 bank staff, who issue and assess doses from dosemeters to over 80,000 workers in the UK and overseas.
The post holder will be required to manage a team which is responsible for the first point of contact and Customer Service function.
PDS 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, and members of the public. 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.
Job description
The job holder will be required to carry out the following responsibilities, activities and duties:
- Line management of the Customer Services team.
- 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
- Ensuring excellent communication within own team, the rest of PDS 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
- Reviewing and developing office procedures
- 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;
- Planning, preparedness and practice of emergency response activities to ensure continued capability
- Dealing with problems,
- Training of staff where necessary
- Dealing with difficult members of the public and other stakeholders and providing advice to clients and colleagues.
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary.
Person specification
It is important through your application and Statement of Suitability of 1000 words that you give evidence and examples of proven experience of each of the following criteria:
Essential
- Level 6 qualifications in a science, or equivalent experience.
- Experience working in/managing a small team(training, coaching, and motivating staff)
- Experience of following standard quality procedures, particularly ISO17025
- Experience of working in a customer-oriented, commercial environment to include direct contact with customers and knowledge of good customer care
- Experience of working directly with customers/stakeholders in a technical environment;
- Ability to understand technical systems and logic, investigate and resolve technical problems
- Excellent organisational and prioritising skills; meeting deadlines
- Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers.
- Ability to react quickly to changing work plans to cope with peak demand periods and PDS emergency response capability
Desirable
- Internal Auditing Training
- Experience in radiation protection
- Excellent verbal and written communications skills;
- An understanding of and commitment to equality of opportunity and good working relationships.
Benefits
For more information on the UKHSA please visit: UK Health Security Agency - GOV.UK (www.gov.uk)
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 average employer contribution of 27%
- Range of health and wellbeing support
Things you need to know
Selection process details
STAGE 1 - APPLICATION & SIFT:
You will be required to complete an application form. This will be assessed in line with the advertised essential criteria – please do provide evidence of how you meet this.
If you are successful at this stage, you will progress to an interview.
**Please do not submit your CV, we require you to complete the full application process including a Personal Statement/Statement of Suitability, as outlined below. Please ensure that your Statement of Suitability contains no personal identifiers e.g. name in either the file name or content of the document.**
STAGE 2 – INTERVIEW
This competition will involve an interview by video.
As part of the process, candidates will be invited to interview which will involve an in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification.
As part of the process, candidates will be invited to interview which will involve an in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification. Candidates will also be asked to participate in a session where they will be required to prepare and deliver a 5-minute presentation to the panel. This will be followed by a question-and-answer segment. The presentation will be designed to assess each candidate’s experience in line with the requirements of the role. Full details will be provided prior to the interview.
Expected Timeline:
Advert close: 23:55hrs on 20th April 2023 – unfortunately, late applications will not be considered. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Shortlist: W/C 24th April 2023
Interviews: w/c 8th May 2023
Please note these dates could be subject to change.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants)
Nationality requirements
Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules This job is broadly open to the following groups:
- UK nationals
- Nationals of Commonwealth countries who have the right to work in the UK
- Nationals of the Republic of Ireland
- Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
- Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- Certain family members of the relevant EU, EEA, Swiss or Turkish nationals
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
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 Basic Personnel Security Standard. People working with government assets must complete Basic Personnel Security Standard checks.
For posts on UKHSA Civil Service terms and conditions, new entrants to the Civil Service are expected to start on the minimum of the pay band. For existing Civil Servants and roles advertised across government, the rules of transfer apply, i.e., level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive a 10% increase. Either case is determined by whichever is the highest.
Please Note
This role is to be appointed under Civil Service Terms & Conditions. Full details on the T&C’s are found https://www.ukhsa.reed.com/
Are you already a civil servant, or employed by a Civil Service Commission accredited public body? Please state home department on your application form.
Do you meet the nationality requirements for this post? https://www.ukhsa.reed.com/
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
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