Customer Services Administrator

Details
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Reference number

463329

Salary

£27,335 \- £28,442
per annum, pro rata (0\.6 FTE\- 21 hours per week contract)
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Administrative Officer### Contract type

Permanent### Type of role

Administration / Corporate Support### Working pattern

Flexible working, Job share, Part\-time### Number of jobs available

1
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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Chilton (Didcot \- Scientific Campus)About the job
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Job summary

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.

Radiation, Chemical and Environmental Hazards (RCCE) Directorate

The Radiation, Chemical, Climate and Environmental Hazards Directorate (RCCE) is part of the UKHSA Chief Scientific Officer Group and is responsible for promoting improved health and reduced harm from:

• radiation


• hazardous chemicals in the environment


• environmental change


• extreme weather events such as flooding.

RCCE’s functions and responsibilities include:

• providing advice on the topics above


• the assessment of health risks by means of research and collaborative projects


• providing commercial services for radiological and chemical hazard


• covering key roles in the RCE Emergency Plans, especially plans for major radiation incidents which need to be maintained in a state of readiness.

Job description

The post\-holder’s main duties will involve participating in the day\-to\-day work of the Customer Services office and maintaining a high level of accuracy in accordance with standard operating procedures. This will require some knowledge and experience, as well as the ability to interpret and deal with customer queries.

There will also be close contact with other areas such as UKHSA Accounting Services when the post holder will need to investigate invoice/payment queries and liaise with both the customer and Accounting Services.

Personal Dosimetry Service

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 contributes to the health and safety of employees exposed to ionising radiation in their work environments and requires highly specialised technical, scientific and legislative knowledge and skills coupled with extensive relevant experience.

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.

Your duties will include:

• Provide information to both new and existing customers on all aspects ordering our services.


• Deal with queries via post, email, fax and our on\-line service and liaise with the customer to ensure their queries are answered.


• enter orders on to the PDS program, run reports to ensure order continuity, collect and check the resulting data and run invoicing and credit reports to produce invoices and credit notes. Enter order data onto the PDS bespoke database


• Enter data, and extract data from, the database to answer queries. Data entry is mainly manual and requires a high level of thoroughness and accuracy.


• Assist in investigating customer queries and in answering these queries verbally and in writing.

The work involves continual contact with customers and is carried out to deadlines specified in regulatory requirements, in QA documentation or by line managers. The post holder will have direct responsibility in dealing with a selection of customers. The office supervisor (line manager) will be responsible for the organisation of the whole office workload but the jobholder will be responsible for his/her own work and will work as part of a team to fulfil the required duties.

Please note, this list is not exhaustive.

Key Working Relationships

The post holder will develop working relationships and communicate regularly with a wide range of individuals, internal and external to UKHSA. This will include:

Internal

• Scientific and administrative staff within PDS group


• Scientific staff in Department up to Group Leader


• Administration staff in Department


• Specialist staff in other groups/departments such as Leeds PADC Lab team


• Head of Department


• Scientific staff in other Departments up to Head of Department


• UKHSA corporate: HR, ICT, Procurement etc.

External

• Commercial customers. This is likely to be phone or e\-mail contact with customers at a wide range of levels, from non\-specialists up to senior management. It will involve communicating non\-routine results such as high doses, urgent assessments, and dose queries.


• Direct and regular contact with a selection of key larger\-value customers for whom they will be the first point of contact.


• Customer contacts range from radiation specialists (RPA and wearer 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.

Person specification

Essential criteria

• 5 GCSEs at grade C or above including Maths and English (or equivalent qualification) or equivalent experience of working in a customer\-oriented, commercial environment to include direct contact with customers and knowledge of good customer care


• Previous experience of working in an administrative environment using computerised data systems, and database entry work


• Previous experience of accounting and order processing


• Able to work on own initiative, using problem solving skills to help with customer queries


• Excellent organisational and prioritising skills; handling a busy workload and meeting deadlines


• Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers.


• Ability to work effectively as part of a team

Desirable criteria

• General awareness of the hazards and uses of ionising radiation. Familiarity with the uses of personal dosimetry and awareness of the regulatory framework for personal


• Ability to react quickly to changing work plans to cope with peak demand periods

Benefits
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Alongside your salary of £27,335, UK Health Security Agency contributes £7,918 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.* 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%

Things you need to know
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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 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 listed 8 essential criteria, and this will be in the form of a:

• Application form (Employer/ Activity history’ section on the application)


• 750 word supporting statement.

This should outline how you consider 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 750 words. We will not consider any words over 750 words.

In the event of a large number of applications we will longlist into 3 piles of:

• Meets all ess

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