Customer Support Executive

Role Context:

The Customer Support Executive is the frontline point of contact for members, candidates, and customers across all BCS products and customer groups.The role is responsible for handling enquiries, requests, and issues promptly, professionally, and accurately, ensuring a high-quality, consistent, and customer-focused experience. It also contributes to service improvement by sharing feedback and supporting initiatives that enhance customer satisfaction and enable self-service.

Key Responsibilities:

Frontline Contact & Service Delivery

• Act as the first point of contact for queries, requests, and complaints received via phone, email, chat, or ticketing systems.
• Respond to customer enquiries in a timely, professional, and courteous manner, maintaining service excellence across all channels.
• Process and fulfil customer and member requests accurately and efficiently, ensuring delivery in line with organisational standards.

Issue Resolution & Escalation Management

• Provide information, guidance, and troubleshooting to resolve straightforward issues effectively.
• Escalate unresolved, systemic, or specialist issues to Service Operations, Assessment Operations, or other appropriate teams, ensuring proper handover and follow-up.
• Support the resolution of complaints and contribute to a positive customer outcome.

Case Management & Record Keeping

• Track, log, and maintain accurate and up-to-date records of customer interactions, requests, and resolutions.
• Ensure all case data is recorded in line with internal processes, data protection requirements, and reporting needs.

Performance & Quality Monitoring

• Monitor support metrics such as response times, resolution rates, and customer satisfaction.
• Contribute to maintaining and improving service performance in line with KPIs and SLAs.

Customer Experience & Feedback

• Foster a consistent, professional, and customer-centric experience across all touchpoints.
• Collect and share customer feedback and recurring issue trends with Service Operations and Assessment Operations to inform continuous improvement.
• Continuous Improvement & Self-Service Enablement
• Support initiatives that improve customer service processes, knowledge bases, and self-service tools.
• Identify opportunities to streamline workflows and enhance efficiency within the customer support function.

Team Support & Development

• Communicate clearly, work effectively with others, and contribute to team objectives.
• Work collaboratively with colleagues across Operations, Technology, and Product teams to ensure issues are resolved effectively.
• Contribute to a supportive, knowledge-sharing team culture focused on customer satisfaction and operational excellence.
• Champion BCS values by embedding them into daily work, fostering a positive culture, and encouraging others to do the same.
• Remain flexible and adaptable in response to changing priorities, challenges, and work environments.
• Embrace change positively and support others through periods of transition.

Who we are looking for:

Education and qualifications

• Level 3 qualification (e.g., A-levels, NVQ Level 3) or equivalent experience.

Experience

• Previous experience in customer service, support, or administration roles.

Competencies and skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Attention to detail and accuracy.
• Organisational skills with the ability to manage multiple tasks.
• IT literate, including experience with CRM systems and office software.
• Customer-focused with a proactive and positive attitude.
• Adaptability and flexibility in a dynamic work environment.
• Ability to communicate effectively with internal and external stakeholders.
• Strong interpersonal skills, able to work independently or collaboratively in a team.
• Customer-focused mindset.
• Proactive approach to identifying and solving issues.
• Problem-solving and conflict resolution skills.
• Positive, "can-do" attitude.

Knowledge

• Familiarity with CRM systems or support platforms desirable.

Job Types: Full-time, Permanent

Pay: Up to £25,500.00 per year

Work Location: In person