Customer Services Submissions Officer

KFS are one of the leading forensic providers in the UK. We pride ourselves on delivering a quality service and building strong working relationships with our customer base. Our team of forensic scientists are experienced in the interpretation and reporting of a wide range of evidence types in support of criminal investigations. We are passionate about supporting the Criminal Justice system and want to hear from potential employees who share that same passion.

Please read the requirements of the job carefully as your application will be measured against them. Please ensure you have the experience we are looking for. This is a specialist role and as such we will only shortlist those with the relevant experience and attributes.

To provide a comprehensive administration and operational support to CSD and the wider KFS team. To provide first point of contact to all customers and support resolution. This is a broad customer focused role, providing a highly professional and exceptional service to customers both internally and externally. The tasks associated with this role are wide ranging including forensic exhibit handling, booking submissions onto a bespoke IT System and returning submissions to the senders.

Officers are required to be flexible and demonstrate effective teamwork in achieving the day-to-day work objectives of the department. Processing of PACE DNA samples, by generating the relevant documentation, adding sample barcodes to the Casework Management System and booking in of samples, by checking them against documentation generated. To support the DNA team in the administration and destruction of PACE DNA samples. Including but not limited to; booking in, NDNAD load control, CPIA retention, sample destruction.

Support the CSD Team Leader in providing a day-to-day CSD administrative service to the Heads of Departments and their teams. To work to and comply with the Quality Management System for the receipt and storage of exhibits, ensuring integrity and chain of custody is maintained throughout the case life. To coordinate efficient exhibit management processes, including booking in, storage and return of submissions to customers to support the productivity within operations to achieve turn-around times and adhere to protocols.

Communicating with customers where there are discrepancies and taking the relevant action in accordance with quality procedures. Raise cases onto a bespoke Casework Management System and allocate the cases to the appropriate scientific discipline. To respond to customer queries via telephone or email and follow departmental procedures with a high level of accuracy, in what is a strictly regulated environment. To meet, greet and register all laboratory visitors in adherence with KFS security policy and guidelines.

To support an array of administration tasks such as filing, ordering, data inputting as required within an exceptionally busy environment.

• Excellent attention to detail and integrity
• Customer focused with proven experience
• Exemplary verbal and written communication skills
• Problem solving skills essential and ability to deal with complexity coupled with managing a high workload
• Able to work under pressure with accountability
• Good keyboard skills and experience in using various IT applications
• Open to support change management

• Professional business disposition and of smart appearance
• Good administration skills and experience within an office environment
• Highly motivated individual who approaches work with a positive attitude
• Ability to work on own initiative and within a team; with exceptional attention to detail
• Well-developed interpersonal skills
• High level of honesty and integrity
• Appreciation of the confidential nature of the business applying discretion at all times
• Strong work ethic and commitment
• Team player and willingness to support others

• GCSE Maths & English, A levels or equivalent desirable

• A minimum of 2 years’ experience in an office/customer service environment is essential

• Salary £24,199.85 per annum
• Hours – 37 per week
• Holidays – 25 days per annum plus statutory holidays
• Pension – Contributory
• Employee Assistance Programme
• Cycle to Work scheme
• Retailer discounts
• Location: Norwich

IN ORDER TO PASS OUR STRINGENT SECURITY VETTING YOU MUST HAVE RESIDED IN THE UK FOR THE PREVIOUS 5 YEARS FROM THE DATE OF YOUR APPLICATION. WE CANNOT CONSIDER APPLICANTS THAT HAVE NOT LIVED IN THE UK FOR THE PREVIOUS 5 YEARS AND YOUR APPLICATION WILL BE AUTOMATICALLY REJECTED. PLEASE ENSURE YOU HAVE A VALID RIGHT TO WORK IN THE UK DOCUMENT BEFORE PROCEEDING WITH YOUR ONLINE APPLICATION.

KFS is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. One of our goals is to work within an environment free from discrimination, harassment and prejudice. We aim to embed this in all of our recruitment and selection policies, procedures and practices.

The closing date for this position is 30 January 2026 at 17:30 but we reserve the right to end the vacancy earlier if we find enough suitable applicants to progress to the next stage.