Customer Service Specialist

NPL Management Limited; Teddington; Remote; GBP 24,000 - 34,000; Full time

Job summary

National Physical Laboratory (NPL) is seeking a Customer Service Specialist to handle customer enquiries with care, ensuring they feel heard and confident their query is in hand. You will log and resolve issues, or connect customers to the right person, keeping them updated throughout.

You’ll build relationships, spot potential sales opportunities, and ensure orders are updated for accurate invoicing, supporting a collaborative team effort to deliver excellent service.

Qualifications

• Good listener and team player with strong organisational skills.
• IT proficiency to handle customer queries and data entry.
• Willingness to learn and adapt in a supportive environment.

Responsibilities

• Manage and log customer enquiries promptly and professionally.
• Resolve queries on-the-spot or connect customers with the right specialist.
• Keep customers updated on progress and next steps.
• Update orders to enable accurate invoicing and avoid surprises.
• Build relationships with customers and identify sales opportunities.

Skills

Active listening

Team player

IT proficient

Job description

About the Role

Whether you’re talking about length, mass, time, temperature, electric current, amount or the brightness of light, the National Physical Laboratory sets the standards by which these things are all measured. As we move forward, we’re putting our customers at the heart of what we do. As a Customer Service Specialist, it’s down to you to treat our customers as you’d like to be treated. So that if they need to contact us, they feel listened to and confident that their query is in hand. At NPL, we touch ordinary lives in extraordinary ways and you could too.

Our customers are important. We want their experience with us to be positive every step of the way. You’ll help us do exactly that. You’ll get to the crux of the matter quickly, professionally and efficiently. By managing and logging enquiries in the correct way, you’ll either resolve their query on-the-spot or put them in contact with the person who can help. Then, you’ll keep them updated on progress. It’s about building relationships and getting to know our customers – something that allows you to deliver superb customer service, but also spot sales opportunities too (so you’ll need to take an avid interest in what we do). Updating orders will also fall to you, allowing us to invoice customers when they expect it so that there are no surprises. And, finally, as one team… we work together and support each other as needed.

About You

If you’re a good listener, a team player, supremely organised and IT proficient, we’ll give you the training you need to keep our customers happy, as well as generate leads that could help our growth. Beyond that, we’re looking for someone who’ll thrive in an environment like ours. At NPL, we learn from each other, respect each other and work together to do better. For ourselves and for our customers. And whilst we’re always looking to stretch beyond what we know, we don’t make things more complicated when there’s no need. Together, we’re helping make the impossible, possible.

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality,
residency
and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process.