Customer Support Service Executive

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 UK’s current and future operations.

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 organisation’s 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

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 (opens in a new window).

• 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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

1st interview, may include a 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 standard (or equivalent) criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
• 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