Customer Service Specialist (Fixed Term Contract until December 2026)

About the Role

Fixed Term Contract until December 2026

At the National Physical Laboratory (NPL), we set the UK’s standards for measurement — from length and mass to time, temperature and light. As we continue to put our customers at the heart of what we do, we’re looking for a Customer Service Specialist who ensures every interaction feels valued, supported and in safe hands.

You’ll play a key role in delivering an excellent end‑to‑end customer experience. This includes:

• Managing, logging and prioritising customer enquiries
• Resolving queries quickly or directing customers to the right specialist
• Keeping customers informed on progress
• Building strong relationships and taking an interest in our services
• Spotting sales opportunities and generating leads
• Updating orders accurately so invoices can be issued on time
• Working collaboratively with colleagues to keep things running smoothly

At NPL, we touch ordinary lives in extraordinary ways, what if you could too?

About You

You don’t need previous customer service experience, but you do need the drive to go above and beyond. Training will be provided on our specific process and systems.

We’re looking for someone who is:

• A great listener with strong communication skills
• Proactive, organised and comfortable multitasking
• A team player who works well with others
• IT‑proficient and keen to learn new systems
• Curious about what we do and eager to support our growth

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.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.

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. If you would like to discuss, please contact us.