KFS are one of the leading forensic providers in the UK. We pride ourselves on delivering a quality service and building strong working relationships with our customer base. Our team of forensic scientists are experienced in the interpretation and reporting of a wide range of evidence types in support of criminal investigations and our Customer Services are vital in delivering our services.

Purpose of Role

To provide strong, supportive and focused operational leadership to the Customer Services team

Role Summary

A supervisory and operational role, providing line management and day to day operational support to the Customer Services team. This role will focus on unit quality and efficiency driven by the ever increasing demands of the business and our customers. To share good practice with other CSD sites and feed into strategic planning for efficiency improvements.

Duties & Responsibilities

• First line management responsibility for CSD
• Train and motivate direct reporting staff according to KFS procedures and policies to ensure excellent customer service is consistently provided to all customers.
• If required, to conduct day to day processes within Customer Services Department (e.g. receiving submissions, return & destruction of exhibits, correspondence with customers regarding reports/statements, assisting logistics Team Leader with schedules etc).
• Respond to and follow up customer enquiries using appropriate methods.
• Internal interface between staff within the Customer Service Department and Operations and Finance.
• Liaise with the Customer Services and Finance department regarding any internal or external customer issues.
• Cooperate with CSD teams at other KFS sites to ensure effective logistics and work-flow.
• Responsibility for Quality Management System (processes and procedures) relating to local Customer Services Department.
• Adhere to health and safety policy, and other requirements relating to care of staff and equipment.

Skills & Competencies

• Strong leadership skills.
• Customer focussed.
• Problem solving skills essential and ability to think on ones feet and deal with complexity coupled with managing a high workload.
• Able to work under pressure and to tight deadlines.
• Able to make robust decisions and prioritise workload.
• Analytical thinking, including planning and scheduling.
• Display fair & consistent behaviour
• Ability to empathise with colleagues and manage interpersonal conflicts.

Personal Attributes

• Able to demonstrate role model leadership coupled with an ability to engage and motivate others.
• Highly motivated individual who approaches work with a positive attitude.
• Able to work on their own initiative and with exceptional attention to detail.
• Well-developed interpersonal skills will be essential.
• High level of honesty and integrity.
• Strong work ethic and commitment.
• Team player and willingness to support others.
• Willingness to work flexibly in response to business requirements .

Qualifications

• GCSE Maths and English; A Level or equivalent desirable

Experience

• Previous management/supervisory experience essential.

Terms & Conditions

• Hours – 37 per week
• Location - Wymondham, Norwich
• Salary - £22,000 per annum
• Holidays – 25 days per annum plus statutory holidays
• Pension – Contributory
• Closing Date: 20th June 2021