Customer Support Service Executive (maternity cover)
| Posting date: | 09 June 2026 |
|---|---|
| Salary: | £30,895 per year |
| Hours: | Full time |
| Closing date: | 23 June 2026 |
| Location: | Swindon, Wiltshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | UKRI Research and Innovation |
| Job type: | Temporary |
| Job reference: | JR4611 |
Summary
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
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