Hybrid Customer Support Executive — Impact & Growth

Nerc - The Natural Environment Research Council; Swindon; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

30 days annual leave

Flexible working hours

Defined benefit pension

Support networks and discount schemes

Job summary

Innovate UK is seeking a Customer Support Service Executive in Swindon to join the Customer Support Services Team. The role reports to the Customer Support Team Manager and involves hybrid working with at least two days in the office.

The position is a fixed-term contract until 31 March 2027, with travel around the UK as needed. The successful candidate will handle a broad range of customer queries, ensure accurate information, and contribute to ongoing service improvements.

Qualifications

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

Responsibilities

• First line support to customers via telephone and email help desk.
• Be the first point of call for knowledge relating to the organisation's activities.
• Manage a large volume of competition queries with colleagues to provide resolutions.
• Track case history and support needs using relevant tools quickly and accurately.
• Act as interface between customers and internal teams to facilitate outcomes.
• Support weekly, fortnightly, monthly stats/reports and coaching where required.

Skills

Call centre experience

Customer support

Fast-paced environment

Team collaboration

Stakeholder management

Multitasking

Job description

Innovate UK is seeking a Customer Support Service Executive in Swindon to join the Customer Support Services Team. The role reports to the Customer Support Team Manager and involves hybrid working with at least two days in the office.

The position is a fixed-term contract until 31 March 2027, with travel around the UK as needed. The successful candidate will handle a broad range of customer queries, ensure accurate information, and contribute to ongoing service improvements.