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UK Health Security Agency

Customer Services Administrator

Information:

This job is now closed

Job summary

Reporting to the Order Processing Manager - Logistics, the Customer Service Administrator, will be a member of the order processing, customer service & dispatch team. The main purpose of the role is to process all Culture Collections orders, across all collections (European Collection of Authenticated Cell Cultures- ECACC, National Collection of Type Cultures- NCC, National Collection of Pathogenic Viruses- NCPCV, and National Collection of Pathogenic Fungi- NCPF), and maintain customer satisfaction. The role will also provide administrative support to the team and contribute to Culture Collections continuous improvement culture.

Main duties of the job

Your key responsibilities will include:

  • Responsible for maintaining a high standard of customer service, responding to customer and stakeholder enquiries, using the Culture Collections customer service portal, and dedicated telephone line, in accordance with existing best customer service practice
  • Process customer orders (website or email) for all the Culture Collections products and services (ECACC, NCTC, NCPV or NCPF) and enter onto the relevant sales order database as defined in the Culture Collections documentation system.
  • Answer non-technical national and international customer enquiries using clear and courteous communication in line with agreed time scales ensuring all systems and databases are updated promptly and accurately
  • Proactively manage customer expectations by providing clear, accurate information at the earliest opportunity
  • Proactively prioritize workload to ensure all specific deadlines are met.
  • To provide general administrative support to the customer service, order processing and customer support teams, to provide resilience as and when required.
  • Work with current order management systems, such as ERP based oracle systems, to process orders and generate paperwork and reports

Continued below

About us

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

Details

Date posted

05 March 2025

Pay scheme

Other

Salary

£23,489 to £25,394 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

919-LT-302191-EXT

Job locations

UKHSA Porton

Porton Down

SP4 0JG


Job description

Job responsibilities

Main duties continued

  • Prepare and plan international shipments, liaising with customers and courier agents as well as collating all relevant documentation for transport, and to resolve ongoing issues.
  • Undertake all Order Processing procedures in accordance with the Culture Collections documentation and quality system, and/as described in the appropriate training programme.

Working as a Customer Service Administrator, you will confidently process customer orders for all the Culture Collections products and services (ECACC, NCTC, NCPV or NCPF) and respond to various customer enquiries. You will be responsible for maintaining a high standard of customer service both electronically and via telephone. With the support of your manager and potentially other colleagues, you will manage customer expectations and deliver the workload within specific deadlines, whilst adhering to UKHSA values.

Our ideal candidate thrives in a challenging environment, is motivated by making an impact and delivering results, and is comfortable with at times, working under pressure as well as working to strict timelines. The role requires a self-starter with an eye for detail, who has the confidence to navigate, with support, a complex stakeholder and customer environment.

This is not an exhaustive list please see Job description document for full list of duties.

Please be aware that we will assess on the 6 essential criteria stated on the advert rather than the full list on the job description document.

Essential Criteria

  • GSCEs or equivalent including English & Mathematics
  • Administrative, customer service or logistics qualification
  • Typing to RSA level 3 or equivalent
  • Some Business Administration experience
  • Experience in a sales office with an order Processing system
  • Customer service experience (health care or pharma industry preferred)

Selection Process Details:

This vacancy is using Success Profiles and will assess your Behaviours, Strengths and Experience.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the 6 listed essential criteria, and this will be in the form of a:

  • Application form (Employer/ Activity history section on the application)
  • 750 word Statement of Suitability.

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 Statement of Suitability will be marked together.

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

  • Meets all essential criteria
  • Meets some essential criteria
  • Meets no essential criteria

Piles 'meets all essential criteria' and 'meets some essential criteria' will be moved through to shortlisting stage.

Shortlisting: In the event of a large number of applications we will shortlist on the lead criteria of:

  • Experience in a sales office with an order Processing system
  • Customer service experience (health care or pharma industry preferred)

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

Please do not exceed 750 words. We will not consider any words over and above this number.

Feedback will not be provided at this stage.

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.

Stage 2: Interview

You will be invited to a single face to face interview. In exceptional circumstances, we may be able to offer a remote interview.

Behaviours, experience and strengths will be tested at interview.

The Behaviours tested during the interview stage will be

  • Working together (lead behaviour)
  • Seeing the big picture
  • Communicating & Influencing
  • Delivering at pace

Interview 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.

Eligibility Criteria

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

Location

This role is based at our scientific campus at Porton Down . 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. 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.Face to Face interviews

In exceptional circumstances, we may be able to offer a remote interview.

Job description

Job responsibilities

Main duties continued

  • Prepare and plan international shipments, liaising with customers and courier agents as well as collating all relevant documentation for transport, and to resolve ongoing issues.
  • Undertake all Order Processing procedures in accordance with the Culture Collections documentation and quality system, and/as described in the appropriate training programme.

Working as a Customer Service Administrator, you will confidently process customer orders for all the Culture Collections products and services (ECACC, NCTC, NCPV or NCPF) and respond to various customer enquiries. You will be responsible for maintaining a high standard of customer service both electronically and via telephone. With the support of your manager and potentially other colleagues, you will manage customer expectations and deliver the workload within specific deadlines, whilst adhering to UKHSA values.

Our ideal candidate thrives in a challenging environment, is motivated by making an impact and delivering results, and is comfortable with at times, working under pressure as well as working to strict timelines. The role requires a self-starter with an eye for detail, who has the confidence to navigate, with support, a complex stakeholder and customer environment.

This is not an exhaustive list please see Job description document for full list of duties.

Please be aware that we will assess on the 6 essential criteria stated on the advert rather than the full list on the job description document.

Essential Criteria

  • GSCEs or equivalent including English & Mathematics
  • Administrative, customer service or logistics qualification
  • Typing to RSA level 3 or equivalent
  • Some Business Administration experience
  • Experience in a sales office with an order Processing system
  • Customer service experience (health care or pharma industry preferred)

Selection Process Details:

This vacancy is using Success Profiles and will assess your Behaviours, Strengths and Experience.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the 6 listed essential criteria, and this will be in the form of a:

  • Application form (Employer/ Activity history section on the application)
  • 750 word Statement of Suitability.

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 Statement of Suitability will be marked together.

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

  • Meets all essential criteria
  • Meets some essential criteria
  • Meets no essential criteria

Piles 'meets all essential criteria' and 'meets some essential criteria' will be moved through to shortlisting stage.

Shortlisting: In the event of a large number of applications we will shortlist on the lead criteria of:

  • Experience in a sales office with an order Processing system
  • Customer service experience (health care or pharma industry preferred)

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

Please do not exceed 750 words. We will not consider any words over and above this number.

Feedback will not be provided at this stage.

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.

Stage 2: Interview

You will be invited to a single face to face interview. In exceptional circumstances, we may be able to offer a remote interview.

Behaviours, experience and strengths will be tested at interview.

The Behaviours tested during the interview stage will be

  • Working together (lead behaviour)
  • Seeing the big picture
  • Communicating & Influencing
  • Delivering at pace

Interview 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.

Eligibility Criteria

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

Location

This role is based at our scientific campus at Porton Down . 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. 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.Face to Face interviews

In exceptional circumstances, we may be able to offer a remote interview.

Person Specification

Application form and statement of suitability

Essential

  • Application form and statement of suitability

Behaviours

Essential

  • Working together (lead behaviour)
  • Seeing the big picture
  • Communicating & Influencing
  • Delivering at pace
Person Specification

Application form and statement of suitability

Essential

  • Application form and statement of suitability

Behaviours

Essential

  • Working together (lead behaviour)
  • Seeing the big picture
  • Communicating & Influencing
  • Delivering at pace

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).

Additional information

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 Porton

Porton Down

SP4 0JG


Employer's website

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

Employer details

Employer name

UK Health Security Agency

Address

UKHSA Porton

Porton Down

SP4 0JG


Employer's website

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

Employer contact details

For questions about the job, contact:

Resourcing Support Officer

Lisa Tweedie

Lisa.Tweedie@ukhsa.gov.uk

Details

Date posted

05 March 2025

Pay scheme

Other

Salary

£23,489 to £25,394 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

919-LT-302191-EXT

Job locations

UKHSA Porton

Porton Down

SP4 0JG


Supporting documents

Privacy notice

UK Health Security Agency's privacy notice (opens in a new tab)