The Laboratory Customer Team is a twelve strong group solely dedicated to managing their client’s analytical work.
They are available to help you Monday to Friday from 09:00 to 17:00. You won′t have to go through a convoluted phone menu system to reach them.
You can call them directly on 0333 3214932.
The team is based at our Howdon laboratory but routinely manages projects across the UK and Internationally.
They will guide you through the process from your very first contact, helping to:
- Clarify your analytical requirements
- Prepare quotations
- Arrange dispatch of bottles and subsequent sample collection
- Keep you updated on the progress of your samples
- Prepare your reports and invoices
- Answer any queries that you have.
Your individual contact will serve as your dedicated project manager throughout your project. You can rest assured that you will always have access to experienced staff who will be happy to help you.
Our Customer Team conducts regular Contract Review meetings with clients. This approach ensures that we stay in regular contact with our clients and continually tailor our service to their needs.
Please feel free to call the team using the number shown above and they′ll be happy to assist you. Alternatively, you can email the customer team on nwss.customer@nwl.co.uk.
Find out more regarding our Management Team, Contracts Officers, Administration Assistants and Sampler Technicians.
Management Team
| Name | Position Held | Phone | Mobile | |
| Jonathan Kenefec | Laboratory Customer Manager | jonathan.kenefec@nwl.co.uk | 0191 2968536 | 07866 841623 |
| Mark Weatheritt | Laboratory Customer Team Leader | mark.weatheritt@nwl.co.uk | 0191 2968556 | 07808 786753 |
| Chris Young | Laboratory Customer Team Leader | chris.young@nwl.co.uk | 0191 2968539 | 07790 945640 |
| Barry Clark | Application Support Analyst (LIMS) | barry.clark@nwl.co.uk | - | 07860 715816 |
The Laboratory Customer Manager is responsible for the management of the Laboratory Customer Team, a team dedicated to all aspects of laboratory customer service for commercial clients. They are also responsible for developing and delivering the commercial strategy for Northumbrian Water Scientific Services.
Laboratory Customer Team Leaders are responsible for the supervision and motivation of a team of Contracts Officers dealing with commercial clients of the NWSS laboratories. The Customer Team provides quotations, reports and invoices to clients for a wide range of sample matrices.
Contracts Officers
| Name | Position Held | Phone | Mobile | |
| Mark Allan | Contracts Officer | mark.allan@nwl.co.uk* | 0191 2968557 | 07790 390802 |
| Nicola Hewison | Contracts Officer | nicola.hewison@nwl.co.uk* | 0191 2968335 | 07817 239279 |
| David Innes | Contracts Officer | david.innes@nwl.co.uk* | 0191 2968508 | 07817 238989 |
| Ian Maxwell | Contracts Officer | ian.maxwell@nwl.co.uk* | 01268 664065 | 07973 941824 |
| Anthony Moad | Contracts Officer | anthony.moad@nwl.co.uk* | 0191 2968582 | 07817 239040 |
| Janice Webster | Contracts Officer | janice.webster@nwl.co.uk* | 0191 2968563 | 07711 799915 |
*To ensure prompt attention please use group e-mail nwss.customer@nwl.co.uk in preference to named individuals.
Contracts Officers are responsible for the management of analytical projects for commercial customers. Conversant with analytical work for a number of sample matrix types and across a variety of regulatory frameworks. Manage all aspects of customer interaction from first query through to customer aftercare.
Administration Assistants
| Name | Phone | Mobile | Normal Working Days | |
| Donna Brennan | donna.brennan@nwl.co.uk* | 0191 2968580 | 07772 939961 | Mon, Tue, Thu, Fri |
| Kealy Dixon | kealy.dixon@nwl.co.uk* | 0191 2968539 | - | Wed, Fri |
| Helen Elliott | helen.elliott@nwl.co.uk* | 0191 2968534 | - | Mon, Tue |
| Helen Hawkes | helen.hawkes@nwl.co.uk* | 0191 2968534 | - | Wed, Thu, Fri |
| Marie Marshall | marie.marshall@nwl.co.uk* | 0191 2968556 | - | Mon, Tue, Wed, Thu |
*To ensure prompt attention please use group e-mail nwss.customer@nwl.co.uk in preference to named individuals.
Administration Assistants provide admin support to the Customer Team, especially to our Contracts Officers. Their activities include the production and distribution of customer reports and lab performance reports as well as Invoicing and debt recovery activities.
Sampler Technicians
| Name | Position Held | Phone | Mobile | |
| Dan Todner | Sampler Technician | daniel.todner@nwl.co.uk* | - | 07966 849087 |
| Mark Donnison | Sampler Technician | mark.donnison@nwl.co.uk* | - | 07999 176634 |
*To ensure prompt attention please use group e-mail nwss.customer@nwl.co.uk in preference to named individuals.