Technical Product Support Assistant (Part-time)

Make your mark at BRE!

Help BRE make buildings safer and more sustainable!

BRE aims to be the world’s leading innovation, science and data hub for the built environment. For more than a century we have provided government and industry with cutting-edge research and testing. Join us to help deliver products, advice, services, standards and qualifications used around the globe to make buildings better for people and the environment. Through science-led solutions to urgent challenges, we will build a thriving and sustainable world.

About the Role
The Technical Customer Support Assistant plays a key role in supporting YellowJacket, a cloud-based health and safety platform used across construction sites. This part-time position focuses on providing high-quality customer and technical support, ensuring smooth operation and a positive user experience.

Key Responsibilities and Tasks

1. Respond to customer and technical enquiries in line with agreed Service Level Agreements (SLAs)
2. Maintain accurate customer records using CRM systems
3. Support licence renewals and other account management activities
4. Collect and log customer feedback to inform product development
5. Assist the Product Manager by sharing user insights and issues
6. Conduct User Acceptance Testing (UAT) for new system updates and features
7. Collaborate with internal teams to resolve issues and improve customer experience

What We Are Looking For
We are looking for someone who is passionate about delivering high-quality support and ensuring customers get the most from their experience with YellowJacket. The successful individual will bring a proactive, organised, and customer-focused approach to their work.

1. Experience in a customer support or service role, with a clear understanding of how to identify and respond to customer needs
2. Confident communicator, able to engage professionally with users via phone, email, or online channels
3. Comfortable working with digital tools, including CRM systems and Microsoft Office
4. Quick to learn new software and keen to understand how systems work in order to support others effectively
5. Strong attention to detail when handling data, logging feedback, and managing records
6. Organised and reliable, able to juggle multiple priorities and manage time effectively in a part-time schedule
7. A collaborative mindset, willing to work with colleagues across the business to resolve issues and improve the customer experience
8. An interest in helping shape product improvements by sharing user feedback and contributing to testing activities

BRE Benefits

At BRE, we offer a competitive salary, reviewed annually, along with a comprehensive benefits package designed to support your financial security, wellbeing, and career development.

Financial & Security Benefits

• A salary of £28,000 (FTE)
• Pension scheme – 5% employer-matched contribution
• Life assurance – 4x your basic salary
• Enhanced maternity package

Health & Wellbeing

• HealthPartners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care, and more
• Onsite facilities – Restaurant, nursery, and free parking, including at-cost EV charging points

Career Development

• Learning & development – Free access to BRE Academy and our online learning platform
• Professional membership reimbursement

Work Location Options
Hybrid – This role offers a mix of home and office working. You will need to be within commuting distance of our Watford office, as you will be expected to attend in person (2 days per month for collaboration and team meetings). During the initial training period, you will need to be present at our Watford office for 2-3 days per week.

Working pattern
This role is part-time up to 25 hours per week. Ideally, this would be 5 hours per day, but we are open to discussions.

Our Recruitment Process

Online Assessment: Shortly after you apply (within approximately 10 minutes), you’ll receive a link to complete an online assessment. This takes around 20 minutes and helps us better understand your skills and suitability.

Candidate Review – Week Commencing 28th April: Our specialist hiring team will review all applications and shortlist candidates. We’ll then update you on the outcome of your application.

First Stage Interviews – 1st to 15th May: If shortlisted, we will invite you to a virtual interview.

Second Stage Interviews – 16th to 29th May: If successful in the first stage, you will be invited to a virtual second-stage interview.

Note to Employment Agencies
At BRE, we value the relationships we have built with our preferred recruitment partners. We do not accept unsolicited CVs from employment agencies. Any CVs submitted directly to a BRE employee or hiring manager without a signed BRE Employment Agency Agreement and an active engagement for the specific role will be considered unsolicited. In such cases, no fees will be payable should the candidate be hired through this or any other means.

Equal Opportunities Statement
BRE is an equal opportunity employer. We assess all qualified applicants based on merit and do not discriminate on the grounds of race, colour, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristics.

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