Customer Support Service Executive (maternity cover)

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Additional Information

Applications must be submitted by; 24-06-2026 Customer Support Service Executive (maternity cover) The role will be one within the Customer Support Services Team at an Executive level as part of Innovate UK, which is a growing organisation undergoing a larger change programme. *Please note this advert will close on the 23rd of June 2026 at 23.59pm Watch our video "Why Join Innovate UK?" here . Title: Customer Support Service Executive (maternity cover) Band: UKRI Band C (UKRI Ts & Cs) Salary: £30,895 gross per annum Reports to: Customer Support Team Manager Location: Swindon (Hybrid Working) Contract: Fixed Term Until (31/03/2027) Employees applying for any opportunity which may mean being away from your substantive role for a temporary period of time, please refer to the Recruitment Policy for further information in the first instance. If you are made an offer, please ensure you liaise with your Line Manager and the designated HR Team as soon as possible in order that implications of any move are clear and understood, prior to a move taking place . Innovate UK recognises the importance of work-life balance and we will be happy to discuss any requests for flexible working arrangements. Job Purpose: The role will be one within the Customer Support Services Team at an Executive level as part of Innovate UK, which is a growing organisation undergoing a larger change programme. The objectives of the role may change as the change programme progresses and as the business organisation matures. The Customer Support Services Team members develop a comprehensive array of knowledge in order to support the customer in a timely manner. The role is demanding and rewarding. The role is central to Innovate UK's current and future operations. We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role. Key Responsibilities and Accountabilities: Working as part of the wider Customer Support Services Team you will be: First line support to our customers via the telephone and through email 'help desk' A first point of call for knowledge relating to the organisation's activities particularly competitions and networks Responsible for the management of a large volume of assigned competition queries (phone & email), working with the Innovation Lead and Competition Manager to understand the nature of your assigned competitions and provide comprehensive management of assigned competition queries and resolutions. Duties include: Track case history and support needs for telephone and email enquiries using the relevant tools and databases quickly and accurately Act as the interface between the customer and internal teams where necessary Liaise with Innovation Leads and specialist staff to facilitate positive customer outcomes. Work accurately and efficiently to ensure timely completion of customer enquiries Shadow assigned competition activities, eg, 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. Support the Customer Support Team Managers 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 development of colleagues to build overall strength of department. Identify training needs and feed back to Customer Support Team Managers Provide coaching/training/mentoring to colleagues with the guidance of the Customer Support Team Manager Provide support to colleagues with triaging and general enquiries as and when required Onsite support to our operations and strategy teams and remote support to our travelling Innovation Leads. 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 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 Support Team Managers Support for external events and briefings Utilise IT skills and develop CRM tools to enhance the service. Support other areas of Operations with their email traffic should the need arise through taking part in cross training across the department and ensuring maintenance of knowledge gained This is not an exhaustive list and you might be encouraged 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 key experience and/or training. Shortlisting criteria (S) - Assessed at shortlisting (I) - Assessed at