Customer Support Executive X 2 - Swindon, United Kingdom - Innovate UK

Innovate UK
Innovate UK
Verified Company
Swindon, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £28,498
  • A Civil Service Pension with an average employer contribution of 27%
    Job grade:


  • Administrative Officer

  • UKRI Band C
    Contract type:
  • Fixed term
    Length of employment:
  • 30th October 2024
    Business area:
  • IUK
  • Customer Services
    Type of role:
  • Customer Insight
    Working pattern:
  • Fulltime
    Number of jobs available:
  • 2Contents
Location

About the job


Benefits:

Things you need to know

Location

  • SwindonAbout the job

Job summary:


Job Purpose:


The Customer Support Services Team members develop a comprehensive array of knowledge in order to support the customer in a timely manner.

The roles are demanding and rewarding. The role will be central to Innovate UK's future operations.


Job description:


Key Responsibilities and Accountabilities:

Working as part of the wider Customer Support Services Team you will:

  • Be a first point of call for knowledge relating to the organisation's activities particularly competitions and networks
  • Act as the interface between the customer and internal teams where necessary
  • Liaise with Technologists and specialist staff to facilitate positive customer outcomes
  • Work accurately and efficiently to ensure timely completion of customer enquiries
  • Shadow assigned competition activities, e.g., 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.
  • Provide support to the Senior Customer Support Services Executive and/or the Customer
  • Support the Services Team Leader 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 with resource planning and team management
  • Support development of Customer Support Services Administrators to build overall strength of department
  • Identify training needs and feed back to Customer Support Services Team Leader
  • Provide coaching/training/mentoring to Customer Support Services administrators with the guidance of the Customer Support Services Team Leader
  • Provide support to the Customer Support Services Administrators with triaging and general enquiries as and when required
  • Be onsite support to our operations and strategy teams, and remote support to our travelling technologists
  • 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
  • Be 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 Services Team Leader
  • Be support for external events and briefings
  • Utilise IT skills and develop CRM tools to enhance the service
  • This is not an exhaustive list and the postholder might be expected to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the necessary experience and/or training. _

Person specification:


Person Specification:


Qualifications:


Essential -

  • Qualified to Alevel standard or equivalent experience

Experience:


Essential -

  • Clear previous experience of working within a call centre, customer help or support environment
  • Experience of working in a fastpaced and processoriented environment
  • Demonstrable experience of working as part of effective teams, preferably in an operational/customer support environment to deliver results
  • Proven handson ability to work within a changing and processled environment
  • Experience of working with multiple stakeholders, providing proactive customer/stakeholder support, managing multiple deadlines concurrently

Skills:


  • Proven team working skills with the capability of working independently to achieve results
  • A professional and mature attitude to work
  • Strong communication (both written and oral) skills, and the ability to produce clear, concise and accurate documents
  • Exceptional telephone manner, able to convey messages effectively while working in a customer service led environment
  • Strong IT and database skills, including managing data, reporting, documenting and maintaining processes, and controls and data integrity
  • The ability to respond calmly under pressure and to make impartial and wellconsidered judgments as and when required
  • Exceptional administration skills, demonstrated consistently
  • Clear selforganisation skills (selfstarter) and a demonstrable ability to manage and prioritise a large worklo
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