Customer Liaison Officer

Job description

Job responsibilities

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.

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.

Your Statement of Suitability (max 1000 words) should outline your skills, experience, and achievements, providing evidence of your suitability for the role, with reference to the essential criteria (outlined in the person specification section).

**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.**

You will also be asked to provide information within the Employer/Activity history section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history.

If you are successful at this stage, you will progress to an interview.

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.

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 candidates 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 22nd August 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.

Interviews: W/C 4th September 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 athttps://www.gov.uk/government/publications/nationality-rulesThis 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 theEuropean 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.

A basic check is required.

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&Cs 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/

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints1@ukhsa.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Person Specification

Education and qualifications

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, 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

UK Health Security Agency

Address

UKHSA

Chilton, Oxfordshire

OX11 0RQ

Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)