Senior Customer Liaison Administrator

A truly unique opportunity has become available for a Senior Customer Liaison Administrator to join our Laboratory team in Saltford. Ideally specialising in scientific analysis, you will bring your technical and customer expertise to a key role as the interface between our internal and external customers and expert laboratory teams. Your friendly and engaging customer focus will shine through in phone calls and emails as you, and the team, log queries, provide technical responses and ensure analytical results are provided to meet the customers needs.

What you'll do

Wessex Water's laboratory in Saltford analyses more than 166,000 samples a year from around the region. We are a scientific centre accredited to ISO 17025:DWTS & MCERTs that utilises world class technologies and equipment to analyse water and environmental samples to protect both public health and the environment. We provide technical and sampling advice, bottle packs and sample submission forms and certificates of analysis as required and handle a high volume of phone and email queries.

As the Senior Customer Liaison Administrator, your responsibilities will include:

• supporting the Team Manager with the efficient running on a day-to-day basis of the designated area of the Scientific Centre
• supporting the Team Manager with the technical operation of the designated area of the office, ensuring that UKAS and /or any other regulatory requirements including ISO 17025 requirements, also ensuring SLAs & KPIs are reported in a timely fashion
• supporting the Team Manager with the recruitment, training and supervision of staff, ensuring efficient use of resources within the section
• supporting the Team Manager with ensuring adherence to correct procedures, and quality standards including health and safety and the COSHH regulations, undertaking document review as appropriate. Liaise with external bodies as required, eg contract reviews with external customers and UKAS
• participate in internal and external audits as required, complete audit responses as appropriate. Support the maintenance and on-going improvement of the quality management system
• assist with the response to incidents and emergencies by co-ordinating resources and staff, liaising with internal & external customers and suppliers to ensure timely result delivery
• assist with management and maintenance of Analytical Services Source Page. Effectively maintain and contribute to knowledge management within the department
• advising external customers as required to identify the right analytical solution to meet their needs
• liaising with subcontracted laboratories on all matters, including day to day activities, subcontract reviews and KPIs
• responsible for ensuring correct invoicing of external customers and liaising with the buyer with regards to subcontracted analysis invoices
• responsible for annual contract reviews of external customers and producing quotations
• provide cover for the Team Manager when they are out of office or are needed to engage with other commitments
• support the development and maintenance of customer service strategies with the Quality Manager and Technical Team Managers, utilising available reporting and IT tools as appropriate.

What you'll need

To be considered for this opportunity, you will have degree-level or equivalent qualifications and relevant experience in a technical customer facing role. As well as your expertise in customer service, you will be a great team player and demonstrate aptitude in problem-solving and decision-making, be responsive to the needs of customers and be able to communicate effectively, both verbally and in writing.

An understanding of the regulatory requirements of the water industry and experience working in an accredited environment are advantageous.

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• A new electric car in exchange for part of your gross salary, subject to conditions.
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
• YTL Developments – a major UK developer currently redeveloping a 350 acre former airfield into an award winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community.
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors.
• YTL Arena – the development and operation of an entertainment complex that includes a 19,000 capacity arena, conferencing and exhibition space.
• Plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.  

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.