Customer Service Administrator

Normec Group; Hemel Hempstead; On-site; GBP 15,000 - 26,000; Part time

Benefits offered by this job

Pension

Enhanced parental leave

22 days holiday plus bank holidays (pr

Job summary

Normec i2 FAST is seeking a proactive Customer Services Assistant to support onboarding of new clients and maintain exceptional service levels across customer interactions.

Based in Hemel Hempstead, the role is 22.5 hours per week with part-time scheduling. The team works across Customer Services and Accounts to ensure timely responses, invoicing, and data accuracy, while maintaining strong relationships with clients.

Qualifications

• Experience in a customer facing role.
• Excellent written and verbal communication ability.
• Strong prioritisation and organisational skills.
• Good IT skills (Microsoft based products; Office 365, Excel and Word).

Responsibilities

• Support the Customer Services Team and the Sales & BD Teams with the onboarding of new clients and continued delivery of the customer service experience.
• Action, manage and appropriately respond to incoming client communications – e-mail and phone
• Input and manage customer information into LIMS
• Work with sample reception teams to ensure timely scheduling of work in line with client requirements
• Provide first point contact resolution to client queries where possible, or manage internal resources to resolve problems
• Manage subcontract laboratory services when needed
• Liaise with analytical teams to deliver customer projects
• Generate outgoing customer receipts and reports
• Assign costs and generate invoice information
• Accurate reporting of client information within the team
• Work with Commercial, Operations, Quality as part of continual improvement
• Delivery of the highest level of customer service and building strong relationships
• Develop and maintain a strong professional relationship with customers
• Deal with customer queries and complaints through company procedures to ensure satisfactory outcomes
• Work independently to deliver defined targets against a portfolio of clients

Job description

Are you interested in Science and keen to pursue a career where you can make a meaningful impact? With a background in warehouse/production environment, you will work along side our technicians to support with the preparation and logging of samples and general housekeeping.

Step Into the Role

Role Accountabilities and Main Duties:

Customer Services

• Support the Customer Services Team and the Sales & BD Teams with the on boarding of new clients and continued delivery of the customer service experience.
• Action, manage and appropriately respond to incoming client communications – e-mail and phone
• Input and manage customer information into LIMS
• Working closely with sample reception teams to ensure timely scheduling of work in line with client requirements
• Provide first point contact resolution to client queries where possible, or appropriately manage internal resources to resolve problems
• Manage subcontract laboratory services when needed
• Liaise appropriately with the analytical teams to successfully deliver customer projects
• Generation of outgoing customer receipts and reports
• Assign costs and generate invoice information
• Accurate reporting of client information within the team as required
• Work with all teams including Commercial, Operations, Quality as part of a continual improvement process
• Delivery of the highest level of customer service and building strong relationships (internally and externally), ensuring that our customers do not want to look elsewhere for their service.
• Develop and maintain a strong, confident and professional relationship with customers to ensure that they are receiving an exemplary service.
• Dealing with customer queries and complaints through company procedures to ensure maximised communication with the customer, until a satisfactory outcome is achieved.
• To work independently to deliver defined targets against a portfolio of clients.

Accounts

• Manage all invoice queries with the customer and accounts team.
• Ensure all completed jobs are invoiced.
• Monitor credit note trends to see where processes can be reviewed to reduce these.
• Collate and share data where required to the wider team for review
• Manage the i2 inboxes

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

Our Offer

Hemel (free onsite parking)

22.5 hours (3 days per week

Company benefits include...

• Pension
• Enhanced parental leave
• 22 days holiday plus bank holidays (pro-rata’d for part time)

Your profile

• Positive attitude towards change.
• Impeccable written and verbal communication ability.
• Strong prioritisation and organisational skills.
• Excellent telephone manner and customer services skills.
• Experience in a customer facing role.
• Adaptable and flexible in their approach to work.
• Good IT skills (Microsoft based products; Office 365, Excel and Word).
• Accurate data entry skills and highly numerate.
• Adaptability to use various in-house systems and processes.

Your New Workplace

Normec i2 FAST is a scientifically founded and led laboratory.

Launched in 2019, Normec i2 FAST provides pesticides, microbiology, contaminants, and nutritional testing for the food and allied industries.

The Normec i2 FAST food testing laboratory is conceived by experienced chemists and microbiologists. The laboratory realises ultra-efficient process flow and utilises newest technologies to satisfy demanding food industry requirements and comply with changing food legislation.

A similarly smart custom-programmed Data Management System delivers streamlined samples processing and data management.

About Normec

I2 Fast is part of Normec, a leading organization in the Testing, Inspection, Certification, and Compliance (TICC) industry. Our expertise covers essential areas such as water, air, and soil quality, fire safety, and food safety, ensuring the highest standards of quality and safety across various sectors. Founded in 2016, Normec is an ambitious, independent, and fast-growing organization with approximately 6,500 colleagues.

We offer our colleagues the opportunity to actively contribute to our mission while simultaneously developing their own careers within a dynamic and rapidly growing organization. Together, we work on impactful solutions for our clients and on a sustainable future. The culture within Normec is informal, open, energetic, and entrepreneurial, and is anchored in our GROWTH principles. Through our The Normec Fit program, which brings these principles to life, we ensure that not only our company grows, but also everyone who is part of it.

Job type Permanent Posted 2026-08-19T00:00:00 5 days ago

Join Us

Who we are

At Normec, we share one ambition: making the world safer, healthier and more sustainable.

Our culture is shaped by trust, respect, and a commitment to doing meaningful work together. We believe growth isn't defined by size. It's defined by people.

You grow through the impact you make, whether it's improving product quality, ensuring building safety, strengthening systems, delivering reliable lab results or earning a client’s trust.

Founded in 2016, Normec has grown into a leading European partner in testing, inspection, certification and compliance. Through dozens of acquisitions and collaborations, we combine local expertise with international scale.

Entrepreneurship is in our DNA. From lab analyses to inspections on major infrastructure projects, our diversity shapes both our work and our culture.

Window of Opportunities

Today, we have over 5,000 motivated employees working to improve our clients' organisations every day. We are the proud employer of professionals with years of experience in and knowledge of the industry in which they operate.

Knowledgeable. Enterprising. Ambitious. Diligent. Traits that are recognizable among the more than 5,000 Normec employees. We have a love of science and legislation but also always recognize a window of opportunities. Opportunities for our clients and our employees