Porton Down Job Summary 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. 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. Job Description 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 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. 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 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. Person specification 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) Alongside your salary of £23,489, UK Health Security Agency contributes £6,804 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an employer contribution of 28.97% Selection process details This vacancy is using Success Profiles and will assess your Behaviours, Strengths and Experience. Stage 1: Application & Sift Required 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. If face to face interviews are planned, 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. Reasonable Adjustments The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs. You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/ International Police check If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period. Artificial Intelligence (AI) Your application may be rejected and/or you may be subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own. Internal Fraud check If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for External candidates to the Civil Service. Careers website Please visit our careers site for more information https://gov.uk/ukhsa/careers Face to Face interviews In exceptional circumstances, we may be able to offer a remote interview. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This Job Is Broadly Open To The Following Groups UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). 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 Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). 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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact Name : Lisa Tweedie Email : lisa.tweedieukhsa.gov.uk Recruitment team Email : recruitmentukhsa.gov.uk Further information 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: Complaintsukhsa.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: https://civilservicecommission.independent.gov.uk http://www.healthjobsuk.com/vacancy/7044015