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Job summary

Main area
Customer Services
Grade
Civil Service: Executive Officer (EO)
Contract
Permanent
Hours
  • Part time
  • Flexible working
22.5 hours per week ((0.6 of FTA))
Job ref
919-LT-62225304-EXT
Employer
UK Health Security Agency
Employer type
Public (Non NHS)
Site
Scientific Campus
Town
Chilton (Didcot)
Salary
£30,441 - £35,576 per annum, pro rata (Outer)
Salary period
Yearly
Closing
03/12/2025 23:59

Employer heading

UK Health Security Agency logo

Customer Services Supervisor

Civil Service: Executive Officer (EO)

The United Kingdom Health Security Agency (UKHSA) is a system leader for health security; taking action internationally to strengthen global health security, providing trusted advice to government and the public and reducing inequalities in the way different communities experience and are impacted by infectious disease, environmental hazards, and other threats to health.

UKHSA’s remit, as an agency with a global-to-local reach, is to protect the health of the nation from infectious diseases and other external threats to health. As the nation’s expert national health security agency UKHSA will:

  • Prevent: anticipate threats to health and help build the nation’s readiness, defences and health security
  • Detect: use cutting edge environmental and biological surveillance to proactively detect and monitor infectious diseases and threats to health
  • Analyse: use world-class science and data analytics to assess and continually monitor threats to health, identifying how best to control and mitigate the risks
  • Respond: take rapid, collaborative and effective actions nationally and locally to mitigate threats to health when they materialise
  • Lead: lead strong and sustainable global, national, regional and local partnerships designed to save lives, protect the nation from public health threats and reduce inequalities.

Job overview

Personal Dosimetry Service (PDS) is a commercial service, approved by the Health & Safety Executive (HSE), that measures and reports the radiation doses to employees working with ionising radiations in various sectors, such as industrial, research and medical. PDS uses passive personal dosemeters, which are worn by the workers and then sent back to PDS for analysis. PDS also contributes to UKHSA’s expertise and advice on radiation matters and generates a significant income for UKHSA. PDS has a staff of around 35 people and serves over 90,000 workers in the UK and abroad.

The Customer Services Supervisor is required to lead a team which is responsible for managing the accounts of all PDS customers. This involves dealing with new and existing customer enquiries for quotes, orders, invoicing and general queries. This administrative/management role is set in a scientific environment and requires a good understanding of business and customer care.

The Customer Services Supervisor will have line management responsibility and will also be responsible for supervision of office duties, including allocating resources, prioritising work, staff development & training, maintaining documentation and efficiency by liaising with other teams within PDS, UKHSA Finance and our customers.

Main duties of the job

The Customer Services Supervisor is required to work as part of a small team which is responsible for the customer services function within PDS.

The post holder’s main duties will involve:

  • Responsibility of the day-to-day work of the office, maintaining a high level of accuracy in accordance with standard operating procedures.  
  • Prioritising workloads and work patterns as necessary to meet requirements
  • Liaising regularly with other Office/Lab Supervisors and staff for effective communication within PDS and with finance colleagues
  • Liaising with customers; responding to their queries and complaints in a timely manner 
  • Supporting Senior Management with monthly financial income and credit information

Working for our 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

Detailed job description and main 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 holder’s 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 & assessment 
 
Please 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 Criteria
 
External: 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.

Person specification

Application form and supporting statement

Essential criteria
  • Application form and supporting statement

Interview

Essential criteria
  • Questions on knowledge, experience, skills and abilities.

Employer certification / accreditation badges

Purple SpaceApprenticeships logoNo smoking policyAge positiveImproving working livesMindful employer.  Being positive about mental health.Disability confident employerThe Employers Network for Equality & Inclusion (enei) is the UK's leading employer network covering all aspects of equality and inclusion issues in the workplace.Carer Confident -AccomplishedHappy to Talk Flexible Working

Documents to download

Apply online now

Further details / informal visits contact

Name
Lisa Tweedie
Job title
Resourcing Support Officer
Email address
[email protected]
Additional information

For additional information relating to the role, please contact Chloe Giles [email protected]

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