Customer Support Executive

Chartered Management Institute; Kettering; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Flexible working

Holiday allowance

Wellbeing support

Inclusion program

CMI membership

Rewards program

Pension

Job summary

Chartered Management Institute (CMI) invites applications for a Customer Support Executive, delivering EPA support to Partners, Apprentices, Independent Assessors, and stakeholders. The role manages EPA operational activities to ensure delivery aligned with customer expectations, regulatory standards, SLAs, and organizational policies.

This fixed-term contract runs to December 2027, with a hybrid arrangement requiring 2 days in our London/Kettering offices and home working.

Qualifications

• Experience delivering customer support in EPA or similar regulated services.
• Proactive and accurate data handling with SLAs.
• Strong communication and stakeholder management.

Responsibilities

• Coordinate End Point Assessment delivery following procedures and SLAs.
• Maintain accurate system data per standards.
• Approve Gateways in compliance with regulations.
• Provide high-quality customer service and updates to partners.
• Resolve queries swiftly within SLAs.
• Inform apprentices and providers on policy changes.
• Support assessors with compliance guidance.
• Collaborate with stakeholders to meet SLAs and deliver a great experience.
• Investigate and report on complaints and issues.
• Share feedback to drive service improvements.

Skills

Customer service

Agile adaptability

Communication

Data accuracy

Collaboration

Job description

Location: Hybrid between home and our Kettering office 2 days per week

Reports to: Service Support Manager

Closing Date: 28th September 2026

*Please note, this role is being offered as a fixed-term contract to December 2027*

About the role:

The Customer Support Executive delivers exceptional Apprenticeship End Point Assessment (EPA) support to Partners, Apprentices, Independent Assessors, and stakeholders. The role manages EPA operational activities to ensure successful delivery aligned with customer expectations, regulatory standards, SLAs, and organizational policies.

Responsibilities:

• Manage and coordinate End Point Assessment (EPA) delivery following departmental procedures, SLAs, and protocols.
• Maintain accurate CMI system data per organizational and departmental standards.
• Approve Gateways and other decisions in compliance with regulatory requirements.
• Deliver high-quality customer service, advice, and updates to partners, apprentices, and employers.
• Resolve customer queries swiftly in line with SLAs and departmental protocols.
• Keep apprentices and training providers informed on issue resolutions.
• Advise apprentices and partners on regulatory policies and EPA protocols.
• Support CMI assessors with compliance and operational guidance for live assessments.
• Collaborate with key stakeholders to ensure assessment bookings meet SLAs and deliver an excellent experience.
• Investigate, manage, and report on complaints and issues.
• Build strong, collaborative relationships with internal CMI teams.
• Share insights and feedback to drive service improvements, ensuring regulatory compliance and timely escalation of exceptions.

About you:

We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.

• We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders, ‘Practical’; with the ability to make quick and smart decisions, ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do.
• Customer Service & Agility: Provide proactive, professional, and responsive support aligned with CMI values. Adapt flexibly to business needs while maintaining accuracy, compliance, service standards, and strong product knowledge. Collaborate effectively in a team built on trust and honesty.
• Administration & Compliance: Manage accurate, timely administrative processes and follow standard operating procedures to ensure regulatory compliance.
• Communication & Relationships: Communicate accurately and promptly to keep stakeholders updated, foster cross-functional teamwork, and maintain strong relationships.
• Problem-Solving & Data Accuracy: Resolve issues collaboratively, keep detailed records, and ensure high data accuracy and system maintenance.
• Continuous Improvement: Proactively suggest service and process improvements to management.

Why CMI:

Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.

It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

• Flexible working - our expectation is 2 days a week in the office, to suit you. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work. Our offices in both London and Kettering provide comfortable collaboration spaces for team get-togethers
• 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday
• Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support
• Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join
• CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice
• Rewards and Recognition scheme - cash prizes awarded to employees throughout the year
• Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months

About us:

The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals’ career prospects, management capability and impact in the workplace.

Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way.

We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.