Customer Support Administrator

3 weeks ago

Swindon, United Kingdom Innovate UK Full time

**Details**:
**Reference number**:

- 296682**Salary**:

- £20,129**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- IUK - Administration**Type of role**:

- Administration / Corporate Support**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- SwindonAbout the job

**Job summary**:
**Context**:
The role will be one within the Customer Support Services Team 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.

Team members develop a comprehensive array of knowledge in order to support the customer in a timely manner. The roles are demanding and rewarding involving not only helping customers, but also liaising and gathering information from internal stakeholders.

We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role.

**Job description**:
**Key Responsibilities and Accountabilities**:
Work as part of the wider Customer Support Services Team:

- Triaging cases and assigning to queries to appropriate colleague/team depending on nature of query
- Handling call volumes in a quick and efficient manner
- A first point of call for knowledge relating to the organisation’s activities particularly competitions and networks
- Act as the interface between the customer and internal teams where necessary

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 with preparation of weekly, fortnightly, monthly stats/reports as and when required
- 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
- Support for external events and briefings

**Person specification**:
**Person Specification**:
**Qualifications**:
Essential
- Qualified to A-level standard or equivalent relevant experience

**Experience**:
Essential
- Clear previous experience of working within a 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
- Experience or interest in science, technology and innovation useful to maintain a positive engaging approach to the customer base

**Skills**:

- Proven team working skills
- 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 and familiarity with working in a customer service led environment
- High competency of ICT skills:

- 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, to contractual SLA’s
- Active listening skills, with a keen ability to understand new information
- Exceptional attention to detail
- Positive work ethic with the confidence to engage effectively
- Excellent interpersonal skills, including tact and discretion
- Analytical and problem-solving skills, including the ability to quickly understand new and complex issues, processes and systems
- 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**:
Swindon-based: There may be the occasional requirement for national travel.

**Equality, Diversity and Inclusion**:
**Benefits**:

- 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 incl presentation.

Inte

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