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.

Our customers could be calling about any one of the range of services we offer,  including  - equipment & artefact calibration, test/analysis of samples, instrument/technology evaluation, facility hire, supply of reference standards and samples, bespoke measurements to customer specifications and site surveys.
Responsibilities include:- 
  • Ensuring that all customer enquiries are logged and that customers are provided with quotations for price/cost and delivery promptly.
  • Distributing enquiries and service requests to the most suitable individual/resource.
  • Monitoring delivery of services to customer to ensure that cost and time commitments are achieved.
  • Liaising with customers to ensure that acknowledgements are made and the customer is kept fully informed of progress as required.
  • Ensuring that all orders are logged onto the appropriate company business and financial systems, that costs are fully recovered and that invoices requests are made accurately and in a timely manner.
  • Contacting customers on a regular basis to ensure that sales of existing and new services are maximised 
About You
You should have worked in a customer focused environment and have a natural drive to go above and beyond. A good listener, a team player, supremely organised and IT proficient.  At NPL, we learn from each other, respect each other and work together to do better.
  • Experience working within a customer services environment
  • Strong communication, organisation and time management skills
  • Experience of using a CRM/ transaction management system
  • Good working knowledge of Word/Excel
  • Ability to work independently and as part of a team


About The Company

We’re transforming. As a national laboratory, we’re exploring even more commercial routes to market and that’s presenting us with greater opportunity – for you and us. Our success relies on the diversity and talent of our people, we strive to nurture and respect individuals to ensure everyone feels valued and supported to excel in their chosen field. This value is at the core of our organisation.

We believe in a culture of fairness by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, background or any other factor irrelevant to a person’s work. At NPL 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 benefitsNPL’s values are at the heart of what we do and they shape the way we interact, develop our people and celebrate success.

As part of our commitment to diversity & inclusion, we signed up to the Institute of Physics' Project Juno in 2015 as a Juno Supporter. NPL were proud to be awarded Juno Practitioner status in 2018. NPL also joined Stonewall as a Diversity champion in 2015, participating in their annual Workplace Equality Index for the equality of LGBT+ community at NPL. In 2018, NPL became a member of the Business Disability Forum and joined the disability confident scheme as level 1 committed employer.

To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.