Technical Customer Services Officer

Reporting To:
Laboratory Manager

Provide administrative and customer support within a fire testing and textile testing environment, acting as a liaison between clients and laboratory teams. Responsibilities include handling enquiries, processing test requests and quotations, coordinating sample submissions, and maintaining accurate records in line with quality standards. The role requires strong organisation, attention to detail, and effective communication to ensure timely delivery of services and high customer satisfaction.

Provide administrative and customer support within a fire testing and textile testing environment, acting as a liaison between clients and laboratory teams. Responsibilities include handling enquiries, processing test requests and quotations, coordinating sample submissions, and maintaining accurate records in line with quality standards. The role requires strong organisation, attention to detail, and effective communication to ensure timely delivery of services and high customer satisfaction.

• Management of the enquiries - responding to client emails, logging of enquiries, uploading of test results
• Preparation and issuing of quotations to clients
• Performing technical review (Contract Review) of test submissions received
• Dealing with incoming telephone calls from clients, appropriate transfer of calls and forwarding of messages
• Post - incoming/outgoing
• Receiving deliveries
• Preparing and sending out samples for external testing
• Booking in jobs and preparing paperwork
• Sales Order creation using SAGE
• Purchase orders
• Typing reports and scanning job cards to Manchester
• Greeting visitors/contractors, preparation of meeting rooms and hosting
• General ad hoc administrative tasks

• Deliver prompt and professional responses to customer enquiries
• Accurately process test requests, quotations, and documentation with minimal errors.
• Ensure efficient coordination and tracking of samples from receipt through to reporting.
• Meet turnaround time targets for reports and client updates.
• Resolve customer queries or issues effectively, maintaining high client satisfaction.

• Relevant Science degree or equivalent / 3 years experience in a similar technical environment
• Experience of working within a quality system would be beneficial
• Ideally with an interest in textiles and/or construction products
• Have good written English
• Be computer literate with knowledge of Microsoft Excel/Word
• Be able to deal with our clients directly in a professional, efficient and helpful manner
• Be able to work individually or within a group and under own initiative
• Be well organised, meticulous, and able to multitask
• Experience of using Sage preferable not essential

Office-based position at Wira House, West Park Ring Road, Leeds, UK, LS16 6QL