EPA Support Specialist – Hybrid, Customer Excellence

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

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.