Customer Liaison Officer

**Details**:
**Reference number**:

- 307294**Salary**:

- £31,070 - £37,829**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Type of role**:

- Other**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Chilton, Oxfordshire, OX11 0RQAbout the job

**Job summary**:
At the United Kingdom Health Security Agency (UKHSA) our mission is to provide health security for the nation by protecting from infectious disease and external hazards. We are a trusted source of advice to government and to the public, focusing on reducing inequalities in the way different communities experience and are impacted by infectious disease, environmental hazards, and other threats to health.

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 post holder will be responsible for PDS customer and public interactions, reviewing all documentation, providing advice on our services, and liaising directly with stakeholders internally and externally to provide PDS routine and emergency dosimetry services.

**Location**

The UK Health Security Agency (UKHSA) offers hybrid working - there will be opportunities for an element of working from home. The balance between home and workplace working is to be agreed with the line manager, determined primarily by business needs and in line with departmental policy.
- *Please be aware that this role can only be worked from within the UK and not overseas. Relocation expenses are not available.*_

**Job description**:
**As the Customer Liaison Officer your main responsibilities will include**:
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.

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.
- 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.

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**:
**Essential**
- Level 6 qualifications, 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, su