Customer Service Executive
| Posting date: | 15 October 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 28 October 2025 |
| Location: | Penrith, Cumbria |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | BESA |
| Job type: | Permanent |
| Job reference: |
Summary
ABOUT THE ROLE
Reporting to the Compliance Manager, you will take ownership of delivering a seamless, high-quality customer experience across C&C’s schemes – including Refcom (F-Gas & Elite) and BESCA (Vent Hygiene Register, Competent Person Scheme, and Competence Assessment Standard). With accountability and care at the core of your approach, you will manage the full onboarding journey for new and renewing members, ensuring every interaction reflects our commitment to integrity and service excellence.
Demonstrating agility and customer empathy, you’ll provide responsive support and proactive communication throughout the membership lifecycle, while maintaining the accuracy and compliance of scheme administration. You will also contribute to continuous improvement by identifying opportunities to enhance our processes and strengthen compliance through effective desktop audits and reviews – helping to drive the commercial success and credibility of our schemes.
We provide a hybrid working model, where employees can divide their time between working from home (2–3 days) and working in the office (2–3 days) each week on full completion of training, creating a balance of flexibility and collaboration.
KEY DUTIES:
Scheme Administration & Customer Journey:
-Manage the end-to-end onboarding process for scheme applicants, ensuring all required documentation, assessments, and validations are completed in line with scheme rules.
-Maintain accurate member records and ensure CRM and data systems are up to date.
-Provide ongoing support to members, responding to queries and guiding them through scheme requirements and renewals.
-Support members through the Business Management Review (BMR) process and ensure timely completion of required assessments.
Desktop Auditing & Compliance Monitoring:
-Undertake remote desktop audits for members across Refcom, Vent Hygiene -Register, and Competence Assessment Standard schemes.
-Review submitted evidence against scheme criteria and produce structured audit outcomes and feedback.
-Escalate concerns, non-conformities, or potential issues to the Compliance
Manager or Audit Manager as appropriate.
-Assist in tracking audit outcomes and ensuring corrective actions are completed where required.
CAS Audit Facilitation:
-Coordinate and schedule audits for the Competence Assessment Standard (CAS), ensuring timely delivery in line with scheme requirements.
-Liaise with the Compliance/Audit Manager and internal or external auditors to confirm audit availability and capacity.
-Monitor audit demand and proactively support resource planning to ensure audit capacity aligns with scheme and member needs.
-Support communication between members and auditors to facilitate smooth audit preparation and completion.
Operational Support & Continuous Improvement:
-Contribute to the review and development of scheme processes and documentation.
-Support preparation for internal and external audits and scheme reviews.
-Identify areas for improvement in customer experience and scheme efficiency, feeding suggestions into the wider team.
-Work collaboratively with colleagues across C&C to maintain scheme integrity and service quality.
All duties are expected to be carried out in alignment with BESA’s key behaviours of accountability, care, agility, customer empathy, continuous improvement, and commerciality
ABOUT YOU
Skills, Knowledge & Experience:
-Experience in a customer service, compliance, or scheme administration role within a regulated or membership-based environment.
-A good understanding of compliance frameworks, certification processes, or auditing principles.
-Strong attention to detail with the ability to follow structured processes and evaluate evidence against set criteria.
-Excellent written and verbal communication skills with the ability to liaise professionally with members and colleagues.
-Organised and able to manage multiple case files, deadlines, and data sources effectively.
-Confident using CRM systems, MS Office applications, and digital platforms for remote auditing and communication.
-An interest in building engineering, regulatory compliance, or the certification sector is advantageous.
Reporting to the Compliance Manager, you will take ownership of delivering a seamless, high-quality customer experience across C&C’s schemes – including Refcom (F-Gas & Elite) and BESCA (Vent Hygiene Register, Competent Person Scheme, and Competence Assessment Standard). With accountability and care at the core of your approach, you will manage the full onboarding journey for new and renewing members, ensuring every interaction reflects our commitment to integrity and service excellence.
Demonstrating agility and customer empathy, you’ll provide responsive support and proactive communication throughout the membership lifecycle, while maintaining the accuracy and compliance of scheme administration. You will also contribute to continuous improvement by identifying opportunities to enhance our processes and strengthen compliance through effective desktop audits and reviews – helping to drive the commercial success and credibility of our schemes.
We provide a hybrid working model, where employees can divide their time between working from home (2–3 days) and working in the office (2–3 days) each week on full completion of training, creating a balance of flexibility and collaboration.
KEY DUTIES:
Scheme Administration & Customer Journey:
-Manage the end-to-end onboarding process for scheme applicants, ensuring all required documentation, assessments, and validations are completed in line with scheme rules.
-Maintain accurate member records and ensure CRM and data systems are up to date.
-Provide ongoing support to members, responding to queries and guiding them through scheme requirements and renewals.
-Support members through the Business Management Review (BMR) process and ensure timely completion of required assessments.
Desktop Auditing & Compliance Monitoring:
-Undertake remote desktop audits for members across Refcom, Vent Hygiene -Register, and Competence Assessment Standard schemes.
-Review submitted evidence against scheme criteria and produce structured audit outcomes and feedback.
-Escalate concerns, non-conformities, or potential issues to the Compliance
Manager or Audit Manager as appropriate.
-Assist in tracking audit outcomes and ensuring corrective actions are completed where required.
CAS Audit Facilitation:
-Coordinate and schedule audits for the Competence Assessment Standard (CAS), ensuring timely delivery in line with scheme requirements.
-Liaise with the Compliance/Audit Manager and internal or external auditors to confirm audit availability and capacity.
-Monitor audit demand and proactively support resource planning to ensure audit capacity aligns with scheme and member needs.
-Support communication between members and auditors to facilitate smooth audit preparation and completion.
Operational Support & Continuous Improvement:
-Contribute to the review and development of scheme processes and documentation.
-Support preparation for internal and external audits and scheme reviews.
-Identify areas for improvement in customer experience and scheme efficiency, feeding suggestions into the wider team.
-Work collaboratively with colleagues across C&C to maintain scheme integrity and service quality.
All duties are expected to be carried out in alignment with BESA’s key behaviours of accountability, care, agility, customer empathy, continuous improvement, and commerciality
ABOUT YOU
Skills, Knowledge & Experience:
-Experience in a customer service, compliance, or scheme administration role within a regulated or membership-based environment.
-A good understanding of compliance frameworks, certification processes, or auditing principles.
-Strong attention to detail with the ability to follow structured processes and evaluate evidence against set criteria.
-Excellent written and verbal communication skills with the ability to liaise professionally with members and colleagues.
-Organised and able to manage multiple case files, deadlines, and data sources effectively.
-Confident using CRM systems, MS Office applications, and digital platforms for remote auditing and communication.
-An interest in building engineering, regulatory compliance, or the certification sector is advantageous.