About this role
Job summary
We are currently seeking a Customer Services Administrator to join the Personal Dosimetry Services (PDS) team on a Bank contract.
The Personal Dosimetry Service 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. 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 service also helps build experience which informs UKHSA's advice to government and users of radiation and makes a significant contribution towards RCCE's annual income. The PDS is a group of around 35 staff, plus 10 bank staff, who issue and assess doses from dosemeters to over 80,000 workers in the UK and overseas.
Main duties of the job
The Customer Services Administrator contributes to the health and safety of employees exposed to ionising radiation in their work environments and requires highly specialised technical, scientific and legislative knowledge and skills coupled with extensive relevant experience.
They will work as part of a small team which is responsible for dealing with customer queries, processing orders, forwarding contracts, invoicing for all PDS services provided (over 5,500 customers) and maintaining an excellent level of customer care. The Customer Services Administrator will work with the team to invoice PDS customers.
Their main duties will involve participating in the day-to-day work of the Customer Services office and maintaining a high level of accuracy in accordance with standard operating procedures. This will require some knowledge and experience, as well as the ability to interpret and deal with customer queries.
Further duties can be found under Detailed Job Description and Main Responsibilities.
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
Job description Job responsibilities
There will also be close contact with other areas such as UKHSA Accounting Services when the Customer Services Administrator will need to investigate invoice/payment queries and liaise with both the customer and Accounting Services.
Further duties will include:
Provide information to both new and existing customers on all aspects ordering our services. Deal with queries via post, email, fax and our on-line service and liaise with the customer to ensure their queries are answered. Enter orders on to the PDS program, run reports to ensure order continuity, collect and check the resulting data and run invoicing and credit reports to produce invoices and credit notes. Enter order data onto the PDS bespoke database. Enter data, and extract data from, the database to answer queries. Data entry is mainly manual and requires a high level of thoroughness and accuracy. Assist in investigating customer queries and in answering these queries verbally and in writing. The role involves continual contact with customers and is carried out to deadlines specified in regulatory requirements, in QA documentation or by line managers. The Customer Services Administrator will have direct responsibility in dealing with a selection of customers. The office supervisor (line manager) will be responsible for the organisation of the whole office workload, but the Customer Services Administrator will be responsible for their own work and will work as part of a team to fulfil the required duties.
The above is not an exhaustive list, and is only an outline of the core components, tasks and outcomes required of the role.
You will carry out any other duties as may reasonably be required by your line manager.
The job description and person specification may also be reviewed on an ongoing basis in accordance with the changing needs of the division and the UKHSA.
Essential Criteria
5 GCSEs including Maths, English or equivalent experience in administration or customer services Experience of working in a customer-oriented, commercial environment to include direct contact with customers and knowledge of good customer care Previous experience of working in an administrative environment using computerised data systems, and database entry work Previous experience of accounting and order processing Ability to work on own initiative, using problem solving skills to help with customer queries Excellent organisational and prioritising skills; handling a busy workload and meeting deadlines Ability to communicate effectively and to form good working relationships with colleagues, suppliers, and customers. Ability to work effectively as part of a team Desirable Criteria
General awareness of the hazards and uses of ionising radiation. Familiarity with the uses of personal dosimetry and awareness of the regulatory framework for personal dosimetry Ability to react quickly to changing work plans to cope with peak demand periods Selection Process
This vacancy will be evaluated using a competency-based framework which will assess your qualifications, knowledge, experience, skills and abilities outlined in the Essential Criteria listed in this job advert.
Application & Sift (Competency-based)
At sift stage you will be assessed against the 8 Essential Criteria listed in this job advert.
You will be required to complete an:
Application form (Employer/ Activity history section on the application) 750 word supporting statement This should outline how your skills, experience, and knowledge provide evidence of your suitability for the role.
You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible.Please do not email your CV.
Healthjobsuk has a word limit of 1500 but your statement of suitability must be no more than 750 words. We will not consider any words over 750.
Longlisting
In the event of a large number of applications, we may longlist into 3 piles of:
Meets all Essential Criteria Meets some Essential Criteria Meets no Essential Criteria Only those that 'Meets all Essential Criteria' will progress to Shortlisting.
Shortlisting
In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:
Experience of working in a customer-oriented, commercial environment to include direct contact with customers and knowledge of good customer care Desirable criteria may be used in the event of a large number of applications/successful candidates.
If you are successful at this stage, you will progress to interview.
Please note feedback will not be provided at this stage.
Interview (Competency-based)
You will be invited to a single face-to-face interview at our Chilton Scientific Campus.
In exceptional circumstances, we may be able to offer a remote interview.
Interview date(s) to be confirmed.
During the interview we will assess against the below in relation to the Essential Criteria:
Knowledge Experience Skills and Abilities 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).
Salary Information
Grade: AO
AO Outer: £27,335 - £28,442 per annum, pro rata
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 able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.
Location
This role is being offered as office/lab based at our Chilton Scientific Campus, Chilton, Didcot OX11 0RQ.
Please note hybrid working is not available for this role.
Security Clearance Level Requirement
Successful candidates must pass a basic disclosure and barring security check before they can be appointed.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Counter-Terrorist Check.
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 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.
Person Specification
Application form and supporting statement Essential
Application form and supporting statement
Essential Criteria Essential
Knowledge, Experience, Skills and Abilities
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 Chilton Scientific Campus
Oxfordshire
OX11 0RQ
United Kingdom
Employer's website https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)