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Customer Support Service Executive (maternity cover)

Innovate UK -
Swindon

Job details

Full-time | Fixed term contract
£30,895 a year

Benefits

Company pension

Qualifications

Maintenance
Presentation skills
IT
A Level

Full job description

Details

Reference number

465831

Salary

£30,895

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Executive Officer

Contract type

Fixed term

Length of employment

Until (31/03/2027)

Business area

IUK - Customer Services

Type of role

Customer Insight

Working pattern

Full-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Swindon

About the job

Job summary

Job Purpose:

The role will be one within the Customer Support Services Team at an Executive level as part of Innovate UK, which is a growing organisation undergoing a larger change programme. The objectives of the role may change as the change programme progresses and as the business organisation matures.

The Customer Support Services Team members develop a comprehensive array of knowledge in order to support the customer in a timely manner. The role is demanding and rewarding.

The role is central to Innovate UKs current and future operations.

We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role.

Job description

Key Responsibilities and Accountabilities:

Working as part of the wider Customer Support Services Team you will be:

First line support to our customers via the telephone and through email help desk
A first point of call for knowledge relating to the organisations activities particularly competitions and networks
Responsible for the management of a large volume of assigned competition queries (phone & email), working with the Innovation Lead and Competition Manager to understand the nature of your assigned competitions and provide comprehensive management of assigned competition queries and resolutions.

Duties include:

Track case history and support needs for telephone and email enquiries using the relevant tools and databases quickly and accurately
Act as the interface between the customer and internal teams where necessary
Liaise with Innovation Leads and specialist staff to facilitate positive customer outcomes.
Work accurately and efficiently to ensure timely completion of customer enquiries
Shadow assigned competition activities, eg, planning meetings and briefing events to ensure sound knowledge and accountability of your assigned competitions
Handle multiple competition queries simultaneously without compromising on quality of customer services.
Support the Customer Support Team Managers as and when required to ensure smooth workflows & day to day management of the team
Support with preparation of weekly, fortnightly, monthly stats/reports as and when required
Support development of colleagues to build overall strength of department.
Identify training needs and feed back to Customer Support Team Managers
Provide coaching/training/mentoring to colleagues with the guidance of the Customer Support Team Manager
Provide support to colleagues with triaging and general enquiries as and when required
Onsite support to our operations and strategy teams and remote support to our travelling Innovation Leads.
Keep abreast of new competitions and opportunities to ensure accurate up to date information for customers
Contribute to continual improvement processes within the team and the organisation to facilitate excellence in customer service
Responsible for the upkeep of CRM templates, ensuring they are accurate and up to date with current Innovate UK details, policies and processes
Where directed take responsibility for specific tasks relating to excellent customer service
Ad hoc administrative/project work as directed by the Customer Support Team Managers
Support for external events and briefings
Utilise IT skills and develop CRM tools to enhance the service.
Support other areas of Operations with their email traffic should the need arise through taking part in cross training across the department and ensuring maintenance of knowledge gained

Person specification

Experience & Qualifications:

Essential

Qualified to A-level standard or equivalent experience (S)
Clear previous experience of working within a call centre, customer help or support environment (S&I)
Experience of working in a fast-paced and process-oriented environment (S&I)
Demonstrable experience of working as part of effective teams, preferably in an operational/customer support environment to deliver results (I)
Proven hands-on ability to work within a changing and process-led environment (I)
Experience of working with multiple stakeholders, providing proactive customer/stakeholder support, managing multiple deadlines concurrently (I)

Benefits

Alongside your salary of £30,895, Innovate UK contributes £8,950 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

1st Interview incl presentation.

Interviews will either take place remotely via Teams or in person face to face.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter .

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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Details

Reference number

Salary

Job grade

Contract type

Length of employment

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Medical

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

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