Customer Services Supervisor

Contract type
Working Pattern
Full time
Location based
Lenham, Kent
Hours per week
40 hours per week
Dates that interviews will take place
Via MS Teams
£25,000 - £30,000
Summary of vacancy

Derwentside Environmental Testing Services (DETS) specialise in carrying out analytical services in sectors such as environmental, construction, waste, fuel and engineering industries.

DETS pride in providing high quality services to an accredited environment (UKAS 17025 standards) and over the years they have seen significant year on year growth and market penetration in the above sectors.

About the role

What will I be doing?

Main Responsibilities:

  • Overall responsibility for ensuring the client requirements are met.
  • Overall responsibility for booking collections, dealing with enquiries, contract review, sub-contracting, reporting of results, invoicing, quotes, basic LIMS administration, other customer service duties.
  • Liaising between the laboratories, sample registration, the CLO team and the customer to ensure enquiries / queries are dealt with in a timely manner.
  • Liaising with other senior and middle management of the team to ensure the company meets the client’s requirements on a project by project basis.
  • Managing the customer experience, including handling of any comments or complaints and pro-actively manage feedback to make service improvements where required.
  • Health and Safety for the department.
  • Responsible for maintaining Quality assurance within the department and ensuring any changes to policy or procedure are effectively communicated to the Quality Department.
  • Identifying training needs of staff members through regular meetings and appraisal review. Ensure training is carried out to meet demands.
  • Develop the department in line with the company’s growth plan.
  • Implement Lean efficiencies to improve existing processes.
  • Maintain a work environment that encourages employee development and communication.
  • Provide technical support to customers when needed.
  • Develop corrective action plans to address identified deficiencies. 
  • Support corporate quality and continuous improvement process. 
  • Ensure that samples are tested for the appropriate parameters using the correct methodologies and results are delivered within the desired timescales.
  • Keyholder – to be responsible for opening/locking up the premises as required and dependent on workloads within other departments.


  • At all times to act in a professional manner which portrays DETS Ltd business ethos.
  • To listen to and relay market intelligence.
  • Maintain high standards in terms of personal appearance, conduct and respect of Company property.

What are the requirements?

  • A Degree or equivalent in an appropriate scientific discipline.
  • A strong background in customer services
  • Experience in commercial management of a business.
  • Experience with environmental laboratories would be an advantage.
  • Customer/Sales Focussed
  • Proven experience of managing a team of people and increasing performance
  • Motivational Skills
  • Industry Experience 
  • Accuracy
  • Proactive approach to work
  • Good people skills 
  • Good organisational skills
  •  Ability to use initiative
  • Good communicator
  • High level computer skills
  • Hard working.
  • Accountable.
  • Professional Integrity
  • Friendly Manner
  • Self-driven, results-oriented with a positive outlook, and a clear focus on company goals.
  • A natural forward planner who critically assesses own performance.
  • Mature, credible, and comfortable in dealing with the team.
  • Reliable, tolerant, and determined.
  • Empathic communicator, able to see things from the other person's point of view.
  • Well-presented.
  • Able to get on with others and be a team-player.
  • A forward thinking individual who has strategic vision and a strong operational focus.

Who we are

DETS is a private limited company set up in 1999 and is part of the SUEZ Group since April 2016. Steady expansion has allowed the company to gain a larger market share, and to increase the scope of analyses offered in order to service a wide variety of industry requirements.

Over 100 staff are now employed in our laboratories, and many are well respected within the industry, actively serving on committees and groups such as EIC, AGS, MCERTS, Landfill Regulation, and the Standing Committee of Analysts (see the Management Team section for further details).

DETS are accredited to ISO 17025 and MCERTS for an extensive range of analyses, and are also accredited for sampling.  Samples can be accepted from outside the UK, as a DEFRA import license is also available.


Closing Date
Once we have sufficient applicants we withhold the right to close job vacancies early.