Customer Services Administrator

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 UKHSAs advice to government and users of radiation and makes a significant contribution towards RCCEs 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. 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 Selection Process Details This vacancy will be assessed using a competency-based framework which will assess your qualifications,knowledgeand experience and / or skills and abilities outlined in the essential criteria.

Stage 1

Application & Sift You willbe requiredto 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, experienceand 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 beadvisedyou 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. HealthjobsUK 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 ofa large number ofapplicationswe will longlist into 3 piles of: Meets all essential criteria Meets some essential criteria Meets no essential criteria If used, the pile Meets all essential criteria willproceedto shortlisting. In the event ofa large number ofapplications we may conductan initialsift, on the lead criteria of: Experience of working in a customer-oriented, commercial environment to include direct contact with customers and knowledge of good customer care Previous experience of accounting and order processing Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers. Desirable criteria may be usedin the event ofa large number ofapplications/largeamountof successful candidates. If you are successful at this stage, you will progress to interview & assessment. Feedback will not be provided at this stage.

Stage 2

Interview You will be invited to a single face to face interview UKHSA, Harwell Science Park, Chilton Didcot, OX11 0RQ. If face to face interviewsareplanned, in exceptional circumstances, we may be able to offer a remote 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. Location This role is being offered as office 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 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. Based at our scientific campus, 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 Criteria External

Open to all external applicants (anyone) from outside the Civil Service (including internal applicants). 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.