The Customer Services Unit (CSU) forms an integral part of the AWQC's approach to customer care. The unit is dedicated to customer service and provides the initial interface with customers and members of the public. This allows a single point of contact for customers requesting any services on offer at the AWQC. The unit also facilitates the collection and processing of all samples received and the reporting of all analytical results to both internal and external customers as well as the public.
The Customer Services Unit consists of scientific and administrative staff who have had years of experience working within a laboratory environment. This enables the AWQC to continue to provide scientific advice to customers in addition to streamlining the reporting of results. The formation of the unit has reduced the responsibility of the laboratories with regard to the reporting results, answering customer enquires and ensuring correct documentation of all samples received. This allows both areas to concentrate on their core activities.
Key Responsibilities
- Are the public faces of our organisation. Their major responsibility involves dealing with all aspects of customer service and enquires.
- Provide support to regular clients by facilitating requests for analyses, overseeing the progress of samples through the AWQC and facilitating the compiling and reporting of results in a timely manner.
- Assist with requests from the general public regarding their enquires about the water industry, and the interpretation of water quality data generated at the AWQC's analytical laboratories.
- Provide 7-day service to regular clients.
Administration
- Reception and call centre.
- Reception of all non-routine samples.
- Administrative support including preparation of reports and compiling invoices.
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