Customer Support Service Executive

Innovate UK works with businesses and stakeholders across every nation and region of the UK. As part of UKRI, our hybrid working approach is built around one simple principle: time should be spent where it delivers the greatest impact. This means working across three settings: UKRI sites, time on the ground with businesses, partners and stakeholders and time working from home. It's an approach designed to support collaboration, connection and impact. This role is in Tier 2, with 40-60% of working time typically spent either at a UKRI site or engaging with external businesses and stakeholders across the UK. Outside of this requirement, you can work from home. Whilst this role will be formally based at one of the following UKRI sites, it is externally facing, and we expect that there will be requirement to travel around the UK or specified region for 2 days each week on average. Read the full UKRI Hybrid Working Policy Hybrid Working at UKRI 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., 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., We are an equal opportunities employer, committed to employing any person who meets the criteria for our roles. When undertaking recruitment we may require applicants to undertake certain tests or assessments, some of which will be online and others may be in-person. If you have a disability, heath condition or specific learning difficulty such as dyslexia then you may be entitled to support with undertaking this type of assessment exercise. Where you feel that reasonable adjustments are required to support you, we ask that you advise your recruitment point of contact in a timely fashion, providing further information. In confidence, Innovate UK will then review your application for adjustments and provide support as required.


• Qualified to A-level standard or equivalent experience (S)
• Clear previous experience of working within a call centre, customer help or support environment (S&I)
• Experience of working in a fast-paced and process-oriented environment (S&I)
• Demonstrable experience of working as part of effective teams, preferably in an operational/customer support environment to deliver results (I)
• Proven hands-on ability to work within a changing and process-led environment (I)
• Experience of working with multiple stakeholders, providing proactive customer/stakeholder support, managing multiple deadlines concurrently (I)
Competencies: All team members demonstrate compatibility with and capability against our Core Competencies such as: Thinking and Problem Solving - Stakeholder management - Communication skills - Influencing - Self-awareness/self-management - Strategic awareness - Working with others- Project management

We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days' annual leave, 10.5 public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes. Benefits of working at UK Research and Innovation (UKRI) Flexible Working: We understand the importance of work-life balance, and are happy to discuss the possibility of flexible working with applicants. Artificial Intelligence: Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected and internal candidates may be subject to disciplinary action. Pre-employment Screening: To enable us to hire the very best people we will conduct a comprehensive pre-employment check on successful applicants as part of the recruitment process. The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment. UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider how this aligns with your personal values or beliefs. To enable us to hire the very best people we will conduct a full and comprehensive pre-employment check as a crucial part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.