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, protecting public health and the environment. We provide technical and sampling advice, bottle packs, sample submission forms, and certificates of analysis, handling a high volume of phone and email queries.

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

1. Supporting the Team Manager with the efficient day-to-day running of the designated area of the Scientific Centre.
2. Supporting the Team Manager with the technical operation of the office, ensuring compliance with UKAS and other regulatory requirements, including ISO 17025, and ensuring SLAs & KPIs are reported promptly.
3. Supporting the Team Manager with recruitment, training, and supervision of staff, ensuring efficient resource use.
4. Ensuring adherence to correct procedures and quality standards, including health and safety and COSHH regulations, and liaising with external bodies as required.
5. Participating in audits, completing responses, and supporting quality system improvements.
6. Assisting with incident and emergency responses, coordinating resources, and liaising with customers and suppliers.
7. Maintaining the Analytical Services Source Page and contributing to knowledge management.
8. Advising external customers on analytical solutions to meet their needs.
9. Liaising with subcontracted laboratories, managing day-to-day activities, reviews, and KPIs.
10. Ensuring accurate invoicing and managing contract reviews and quotations for external customers.
11. Providing cover for the Team Manager as needed.
12. Supporting customer service strategy development with the Quality and Technical Teams, utilizing reporting and IT tools.

What you'll need

Degree-level or equivalent qualifications and relevant experience in a technical customer-facing role are required. You should be a team player with problem-solving and decision-making skills, responsive to customer needs, and able to communicate effectively both verbally and in writing.

Understanding of water industry regulations and experience 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, increasing to 28 with service.
• Options to buy or sell holiday days annually.
• Healthcare package with cost reimbursement.
• Life assurance up to eight times salary.
• Electric car scheme, subject to conditions.
• Retail discounts and cashback offers.
• One paid volunteering day annually.
• Enhanced family leave and pay arrangements.
• Health and wellbeing support, including mental health first aiders.
• £1,000 referral bonus.

Who we are

YTL UK, part of the international YTL Group, includes:

• Wessex Water, serving 2.9 million people in South West England.
• YTL Developments, redeveloping a 350-acre former airfield into a sustainable community.
• YTL Construction UK, providing infrastructure, residential, commercial, and energy services.
• YTL Arena, developing a large entertainment complex.
• Various retail, environmental, and specialist businesses.

We value diversity and inclusion, are signatories of the Armed Forces Covenant, and a Disability Confident Employer. Please inform our Recruitment team of any reasonable adjustments needed during the process.