Description Salary: £30,895 per annum. Hours: Full-time/ Part Time. (Minimum 0.8 FTE) Contract Type: Open ended. Location: Polaris House, Swindon, Wiltshire - Hybrid working available. Band: UKRI Band C. Closing Date: Sunday 4th January. Job Overview The role requires the individual to deliver first line support to users of the UKRI digital Funding Service (TFS) platform and the Studentship Data System, including universities and research organisations. This involves handling enquiries via phone and email through the customer management system while working closely with internal stakeholders to ensure queries are resolved proactively and in a timely manner. In addition, the role includes assisting research outcomes data analysts with a range of administrative tasks, such as supporting researchers in providing their outcomes, inputs, and impacts on the external platform Researchfish, and updating guidance documents inline with UKRI policies. All responsibilities must be managed in accordance with UKRI guidelines and service level agreements (SLAs) enabling funding services to meet overall targets and objectives. To maintain business continuity and performance, staff may be required to support other teams within funding services. Key Responsibilities Take ownership of incoming phone calls and emails using the customer relationship management system whilst managing customer expectations, keeping them informed of outstanding issues. Be part of a team that keeps our helpdesk phone lines covered throughout business hours: 08:30–17:00 (Mon–Thu) and 08:30–16:30 (Fri). Resolve complex customer issues in line with policies, procedures, standard operating procedures (SOPs) or business rules. Provide clear and concise responses to questions, enquiries or associated activities, as well as being able to explain the rationale for UKRI policies. Foster positive relationships with colleagues by providing support and cover across teams, developing flexibility through cross disciplinary training, and sharing knowledge by training others where appropriate. Maintain process and data accuracy, quality, and productivity to meet performance targets while ensuring data security. Identify operational processes and emerging trends to drive enhancements as part of continuous improvement initiatives. Report any operational issues by raising the appropriate awareness. Person Specification The below criteria will be scored during Shortlisting (S), Interview (I) or both (S&I). Essential Analytical skills including good problem analysis and resolution skills. (S&I) Ability to consider and make judgements based on risks and impacts. (I) Experience working in a customer service environment and good customer service skills. (S&I) Good team working and collaboration skills. The ability to work flexibly and effectively as part of a team and collaborate with a range of colleagues with differing expertise/experience. (S&I) Good communication/customer service skills, both written and verbal. (S&I) The ability to understand the differing needs of key stakeholders and use influencing and negotiating skills to achieve desired outcomes and buy-in. (I) Self-motivated with the ability to multi-task and prioritise effectively. (I) Good IT skills including working knowledge of Microsoft packages and the ability to learn new systems and processes quickly. (S) Benefits We recognise and value our employees as individuals and aim to provide a favourable pay and rewards package. We are committed to supporting employees' development and promote a culture of continuous learning! A list of benefits below: An outstanding defined benefit pension scheme. 30 days' annual leave in addition to 10.5 public and privilege days (full time equivalent). Employee discounts and offers on retail and leisure activities. Employee assistance programme, providing confidential help and advice. Flexible working options. Plus many more benefits and wellbeing initiatives that enable our employees to have a great work life balance! For further information on our benefits please see: Benefits of working at UK Research and Innovation (UKRI) UKRI is an Equal Opportunity & Disability Confident Employer. Please apply online, if you experience any issue applying, please contact Recruitment@ukri.org. As this job does not fulfil the UK Government minimum criterion for obtaining sponsored migrant worker status we will be unable to apply for sponsorship for anyone not eligible to work in the UK. At interview, all shortlisted candidates are required to bring with them identification documents and original documents that prove they hold or can obtain the right to work in the UK. You can check your eligibility here: https://www.gov.uk/check-uk-visa/y