Details Reference number 354010 Salary £28,498 A Civil Service Pension with an average employer contribution of 27% GBP Job grade Administrative Officer UKRI Band C Contract type Fixed term Length of employment 30th October 2024 Business area IUK - Customer Services Type of role Customer Insight Working pattern Full-time Number of jobs available 2 Contents Location About the job Benefits Things you need to know Apply and further information Location Swindon About the job Job summary Job Purpose: The Customer Support Services Team members develop a comprehensive array of knowledge in order to support the customer in a timely manner. The roles are demanding and rewarding. The role will be central to Innovate UKs future operations. Key Responsibilities and Accountabilities: Working as part of the wider Customer Support Services Team you will: Be the first line support to our customers via the telephone and through email help desk Be a first point of call for knowledge relating to the organisations activities particularly competitions and networks Be responsible for the management of a large volume of assigned competition queries (phone & email), working with the Innovation lead and Portfolio Manager to understand the nature of your assigned competitions, and provide comprehensive management of assigned competition queries and resolutions 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 Technologists and specialist staff to facilitate positive customer outcomes Work accurately and efficiently to ensure timely completion of customer enquiries Shadow assigned competition activities, e.g., 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. Provide support to the Senior Customer Support Services Executive and/or the Customer Support the Services Team Leader 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 with resource planning and team management Support development of Customer Support Services Administrators to build overall strength of department Identify training needs and feed back to Customer Support Services Team Leader Provide coaching/training/mentoring to Customer Support Services administrators with the guidance of the Customer Support Services Team Leader Provide support to the Customer Support Services Administrators with triaging and general enquiries as and when required Be onsite support to our operations and strategy teams, and remote support to our travelling technologists 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 Be 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 Services Team Leader Be support for external events and briefings Utilise IT skills and develop CRM tools to enhance the service Support other areas of Operations (i.e., Project Setup) 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 the post-holder might be expected 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 necessary experience and/or training. Person specification Person Specification: Qualifications: Essential - Qualified to A-level standard or equivalent experience Experience: Essential - Clear previous experience of working within a call centre, customer help or support environment Experience of working in a fast-paced and process-oriented environment Demonstrable experience of working as part of effective teams, preferably in an operational/customer support environment to deliver results Proven hands-on ability to work within a changing and process-led environment Experience of working with multiple stakeholders, providing proactive customer/stakeholder support, managing multiple deadlines concurrently Skills: Proven team working skills with the capability of working independently to achieve results A professional and mature attitude to work Strong communication (both written and oral) skills, and the ability to produce clear, concise and accurate documents Exceptional telephone manner, able to convey messages effectively while working in a customer service led environment High competency of ICT skills: IT systems and applications including MS Word, Excel, PowerPoint, Access and MS Outlook Strong IT and database skills, including managing data, reporting, documenting and maintaining processes, and controls and data integrity The ability to respond calmly under pressure and to make impartial and well-considered judgments as and when required Exceptional administration skills, demonstrated consistently Clear self-organisation skills (self-starter) and a demonstrable ability to manage and prioritise a large workload unsupervised in order to meet tight deadlines and contractual SLAs (service level agreements) Active listening skills, with a keen ability to understand new information Exceptional attention to detail Positivity and the clear confidence to engage effectively Excellent interpersonal skills, including tact and discretion Analytical and problem-solving skills, including the ability to quickly understand new issues, processes of systems and to apply solutions Ability to manage often conflicting demands of multiple stakeholders whilst protecting the integrity and ownership of the documented processes 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 Travel Requirements: There may be the infrequent requirement for national travel. Benefits Alongside your salary of £28,498, Innovate UK contributes £27 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 27% Things you need to know Selection process details 1st Interview Interviews will take place remotely via Zoom. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service