Customer Services Liaison Officer

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 through passive personal dosemeters worn for a period and returned for processing and reporting.

The service also contributes to UKHSA’s advice to government and generates a significant portion of RCCE’s annual income.

PDS employs around 35 staff plus 10 bank staff who issue and assess doses to more than 80,000 workers in the UK and overseas.

Responsibilities

• Handle customer queries, process orders, forward contracts and invoice all PDS services provided for over 5,500 customers.
• Manage PDS customer and public interactions, review documentation, provide advice on services and liaise with stakeholders internally and externally.
• Plan and prioritise routine and emergency response roles, manage documentation to ensure business continuity and meet deadlines and targets for routine and emergency requests.
• Liaise with PDS Lab functions, Logistics Office and other teams to maintain a reliable routine and emergency response capability.
• Collaborate with the Technical Development Manager, operations team and Customer Services team to ensure effective communication to all PDS stakeholders.
• Provide line management for the Customer Services team: allocate resources, prioritise work, develop and train staff, and maintain office documentation for ISO17025 accreditation.
• Participate in the preparation of emergency response documentation (policies and procedures).
• Manage the first point of contact for the Customer Service function to over 5,500 commercial customers and support emergency response for issuing TLDs to the public.
• Co‑ordinate with other PDS teams, the RCE Emergency Response group and members of the public during incidents to provide TLDs for public exposure monitoring.
• Respond to and resolve customer queries by phone, letter, email or in person; provide interpretation of results and advice on personal dosimetry.
• Ensure excellent communication within the team, with the rest of PDS (including participation in management meetings) and with customers.
• Plan for supplies for laboratories based on expected demand, ensuring the team delivers an excellent level of customer service that meets relevant quality standards.
• Review and develop office procedures (Manuals and Standard Operating Procedures) for input into quality documents for PDS approval by the HSE and accreditation under ISO17025.
• Attend appropriate conferences and meetings, both internal and external to UKHSA.
• Maintain proactive liaison with customers and stakeholders in emergencies to ensure the best quality of service.
• Plan, practise and conduct emergency response activities to maintain continued capability.
• Deal with problems such as software errors, IT failures, supplier failures, and changes to requirements by liaising with external and internal colleagues.
• Provide staff training when necessary and manage difficult interactions with members of the public and stakeholders.
• Cover for junior staff in routine tasks and attend services meetings as required.

Qualifications

• Bachelor’s degree (or equivalent qualification) in a relevant business subject, or equivalent experience in a similar customer‑facing role.
• Experience in working with, and managing, a small team including line‑management responsibilities, training, coaching and motivating staff.
• Experience following standard quality procedures, particularly ISO17025, to maintain laboratory accreditation, including conducting audits.
• Experience working in a customer‑oriented commercial environment with direct contact with customers and knowledge of good customer care.
• Experience working directly with customers or stakeholders in a technical environment, giving advice and service details.
• Ability to understand technical systems and logic, using analytical skills to investigate and resolve technical problems.
• Excellent organisational and prioritising skills; ability to handle a busy workload, plan and meet deadlines.
• Strong communication skills and ability to build 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.
• Security and Vetting
• Successful candidates must pass a basic Disclosure and Barring Security check and a Counter‑Terrorist Check clearance.
• Applicants must have lived in the United Kingdom for a sufficient period to meet national security vetting requirements; UK residency less than the outlined periods may be considered on a case‑by‑case basis.

Compensation & Benefits

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 already in receipt of a higher salary.

Pay increases are through the relevant annual pay award for the role and terms.

Equal Opportunity

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.

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