Customer Service Executive
| Posting date: | 08 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 22 July 2025 |
| Location: | Penrith, Cumbria |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | BESA |
| Job type: | Permanent |
| Job reference: |
Summary
WE ARE
The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com
The Competence & Compliance (C&C) Department plays a central role in enabling both businesses and individuals within the building engineering services sector to achieve, maintain, and evidence high standards of professionalism. Through a comprehensive range of schemes, products, and services, we provide the mechanisms by which individuals can demonstrate competence and businesses can prove compliance. Our work ensures these principles remain the foundation of industry best practice, supporting organisations to meet regulatory obligations and championing excellence across the sector.
ABOUT THE ROLE
The post holder reports to the Team Leader Competence Operations. The purpose of this role is to provide support to ensure the efficient and effective administration of SKILLcard related activities and other cross scheme duties as defined by the Line Manager. We welcome applications for both full-time and part-time positions—flexibility to suit your lifestyle while making a meaningful impact!
Key Duties
-Personnel assessment, registration, recording, reporting and card production for individuals in the mechanical sector of the building engineering services industry, demonstrating accountability by ensuring all data is accurate, secure and up-to-date
-Preparing and vetting SKILLcard applications to ensure they meet the qualifying criteria, showing care in thoroughly reviewing each application to maintain quality standards before issuing the SKILLcard
-Quality assurance of all SKILLcard applications prior to card issuance, taking accountability for the accuracy of all information and ensuring no errors impact the customer experience
-Telephone call handling for the SKILLcard helpdesk, actively listening to customer concerns, demonstrating customer empathy by addressing queries with professionalism, and providing timely, clear responses
-Maintaining service levels and ISO9001 quality standards, exhibiting agility by adapting to changing demands and ensuring high service standards are consistently met
-General administrative duties to support the daily operations of the SKILLcard department, utilising Microsoft Outlook, Word, and Excel efficiently, seeking continuous improvement in administrative processes to enhance productivity and efficiency
ABOUT YOU
Skills, Knowledge & Experience:
-Strong working knowledge of Microsoft Office applications (particularly Excel, Word, and Outlook), demonstrating accountability for producing accurate and timely work
-Excellent verbal, written, telephone, and interpersonal skills, reflecting care in all communications, ensuring clarity and professionalism when interacting with others
-Exceptional organisational skills, with the ability to meet deadlines and handle multiple tasks effectively, showing agility in managing shifting priorities
-Effective time management skills, capable of prioritising tasks and maintaining productivity in a busy environment, ensuring continuous improvement in efficiency
-Customer-focused, consistently delivering responses that demonstrate customer empathy in all interactions
-Eager to learn new skills, actively seeking opportunities for self-improvement and personal growth, aligning with a mindset of continuous improvement
-Ability to work as part of a team, collaborating effectively and contributing to team success with a sense of accountability and care
-A strong respect for confidentiality, ensuring sensitive information is handled with the highest level of professionalism and trust
-Self-motivated, demonstrating initiative and a commercial approach to work, focused on delivering results and contributing to the business's long-term success
Behaviours:
At BESA, we expect all colleagues to demonstrate behaviours that support our culture and values. In this role, the following behaviours are especially important:
-Customer Empathy – You understand and respond to the needs of customers and internal stakeholders with professionalism and care
-Accountability – You take ownership of your work, deliver to deadlines, and hold yourself and others to high standards of performance and integrity
-Continuous Improvement – You seek ways to enhance operational delivery and compliance, contributing ideas and learning from experience
-Agility – You are adaptable to changing priorities and comfortable working in a dynamic and evolving regulatory environment
-Commerciality – You are aware of the broader business context in which schemes operate and can balance compliance with service effectiveness and value
-Care – You show genuine concern for the wellbeing of your team, colleagues, and customers, and promote a supportive and inclusive working culture
Closing date: 22nd July 2025
Interview: w/c 28th July 2025
Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!
We encourage early applications, as we may close the vacancy once we receive a strong pool of candidates!
The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com
The Competence & Compliance (C&C) Department plays a central role in enabling both businesses and individuals within the building engineering services sector to achieve, maintain, and evidence high standards of professionalism. Through a comprehensive range of schemes, products, and services, we provide the mechanisms by which individuals can demonstrate competence and businesses can prove compliance. Our work ensures these principles remain the foundation of industry best practice, supporting organisations to meet regulatory obligations and championing excellence across the sector.
ABOUT THE ROLE
The post holder reports to the Team Leader Competence Operations. The purpose of this role is to provide support to ensure the efficient and effective administration of SKILLcard related activities and other cross scheme duties as defined by the Line Manager. We welcome applications for both full-time and part-time positions—flexibility to suit your lifestyle while making a meaningful impact!
Key Duties
-Personnel assessment, registration, recording, reporting and card production for individuals in the mechanical sector of the building engineering services industry, demonstrating accountability by ensuring all data is accurate, secure and up-to-date
-Preparing and vetting SKILLcard applications to ensure they meet the qualifying criteria, showing care in thoroughly reviewing each application to maintain quality standards before issuing the SKILLcard
-Quality assurance of all SKILLcard applications prior to card issuance, taking accountability for the accuracy of all information and ensuring no errors impact the customer experience
-Telephone call handling for the SKILLcard helpdesk, actively listening to customer concerns, demonstrating customer empathy by addressing queries with professionalism, and providing timely, clear responses
-Maintaining service levels and ISO9001 quality standards, exhibiting agility by adapting to changing demands and ensuring high service standards are consistently met
-General administrative duties to support the daily operations of the SKILLcard department, utilising Microsoft Outlook, Word, and Excel efficiently, seeking continuous improvement in administrative processes to enhance productivity and efficiency
ABOUT YOU
Skills, Knowledge & Experience:
-Strong working knowledge of Microsoft Office applications (particularly Excel, Word, and Outlook), demonstrating accountability for producing accurate and timely work
-Excellent verbal, written, telephone, and interpersonal skills, reflecting care in all communications, ensuring clarity and professionalism when interacting with others
-Exceptional organisational skills, with the ability to meet deadlines and handle multiple tasks effectively, showing agility in managing shifting priorities
-Effective time management skills, capable of prioritising tasks and maintaining productivity in a busy environment, ensuring continuous improvement in efficiency
-Customer-focused, consistently delivering responses that demonstrate customer empathy in all interactions
-Eager to learn new skills, actively seeking opportunities for self-improvement and personal growth, aligning with a mindset of continuous improvement
-Ability to work as part of a team, collaborating effectively and contributing to team success with a sense of accountability and care
-A strong respect for confidentiality, ensuring sensitive information is handled with the highest level of professionalism and trust
-Self-motivated, demonstrating initiative and a commercial approach to work, focused on delivering results and contributing to the business's long-term success
Behaviours:
At BESA, we expect all colleagues to demonstrate behaviours that support our culture and values. In this role, the following behaviours are especially important:
-Customer Empathy – You understand and respond to the needs of customers and internal stakeholders with professionalism and care
-Accountability – You take ownership of your work, deliver to deadlines, and hold yourself and others to high standards of performance and integrity
-Continuous Improvement – You seek ways to enhance operational delivery and compliance, contributing ideas and learning from experience
-Agility – You are adaptable to changing priorities and comfortable working in a dynamic and evolving regulatory environment
-Commerciality – You are aware of the broader business context in which schemes operate and can balance compliance with service effectiveness and value
-Care – You show genuine concern for the wellbeing of your team, colleagues, and customers, and promote a supportive and inclusive working culture
Closing date: 22nd July 2025
Interview: w/c 28th July 2025
Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!
We encourage early applications, as we may close the vacancy once we receive a strong pool of candidates!