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- Tasks: Manage client queries and ensure smooth communication across teams.
- Company: Join a leading charity support organisation making a real impact in the UK.
- Benefits: Enjoy a competitive salary, flexible working hours, and a supportive team environment.
- Why this job: Be part of a collaborative culture that values your input and offers growth opportunities.
- Qualifications: Customer service experience and strong communication skills are essential; GCSEs required.
- Other info: Full-time and part-time options available; work with well-known charities.
The predicted salary is between 19792 - 24740 £ per year.
An exciting opportunity has arisen for an Account Support Executive to join a well-established organisation in the charitable sector. Based in Chippenham, this organisation works behind the scenes to support some of the UK's best-known charities. Their focus is on delivering exceptional donor and supporter experiences through a variety of impactful fundraising campaigns and programmes. They are now looking for a motivated and personable individual to join their collaborative and supportive team.
Scope of the Role:
As Account Support Executive, you’ll act as the first point of contact for incoming client queries on your designated accounts. You’ll manage the full lifecycle of tickets and client questions, from initial triage through to final resolution, ensuring everything runs smoothly and expectations are managed professionally. You’ll work hand-in-hand with Accounts Managers and collaborate across departments to ensure seamless service. This is a brilliant role for someone who enjoys juggling multiple priorities, building strong internal relationships, and delivering a consistently high standard of communication.
Key Responsibilities:
- Own and manage incoming client queries, ensuring clear communication and timely resolution
- Collaborate with Account Managers on shared accounts to provide seamless campaign support
- Proactively monitor and manage ticket workflows using tools like Zendesk
- Liaise with internal teams to investigate and resolve multi-team queries
- Brief, test, and manage campaign mailings and website updates
- Support client calls and contribute to campaign meetings
- Identify trends in client queries, escalating where needed to the Business Analysis Team
- Ensure quality, clarity, and consistency in all client-facing communication
- Maintain and manage Zendesk knowledge base and user access
- Log billable activity for ad hoc requests and manage internal incident reporting
Ideal Candidate:
- At least 1 year of customer service experience
- Proficiency in Microsoft Office, especially Excel (basic formulas and data handling)
- Excellent communication skills (written and verbal)
- Strong organisational skills and the ability to prioritise effectively
- High attention to detail with a calm, professional approach under pressure
- A collaborative mindset with the confidence to work independently when needed
- Minimum of GCSEs including English and Maths (Grade C/4 or above)
Desirable:
- Experience in a client-facing role
- A-Levels or equivalent qualifications
- Familiarity with Zendesk or similar ticketing systems
This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency.
Contact Detail:
New Resource Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Support Executive
✨Tip Number 1
Familiarise yourself with Zendesk or similar ticketing systems, as this role heavily relies on managing client queries through such platforms. Consider taking a short online course or tutorial to boost your confidence and demonstrate your initiative.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've successfully resolved client issues in the past. This will help you stand out during any informal discussions or interviews.
✨Tip Number 3
Highlight your organisational skills by discussing how you manage multiple priorities effectively. You could even create a simple workflow chart to illustrate your approach to handling tasks and client queries.
✨Tip Number 4
Research the charitable sector and the specific organisation you're applying to. Understanding their mission and recent campaigns can help you engage more meaningfully during conversations and show your genuine interest in the role.
We think you need these skills to ace Account Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills that align with the role of Account Support Executive. Emphasise your communication skills, organisational abilities, and any experience with ticketing systems like Zendesk.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for applying to this specific role. Mention your passion for supporting charities and how your skills can contribute to delivering exceptional donor experiences.
Highlight Relevant Experience: In your application, focus on any previous roles where you managed client queries or worked in a team environment. Use specific examples to demonstrate your ability to juggle multiple priorities and maintain high standards of communication.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Account Support Executive role.
How to prepare for a job interview at New Resource Group
✨Showcase Your Customer Service Experience
Make sure to highlight your previous customer service roles during the interview. Share specific examples of how you've successfully handled client queries and resolved issues, as this will demonstrate your ability to manage incoming client queries effectively.
✨Demonstrate Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Be prepared to discuss how you ensure clarity and consistency in your communication, especially in a client-facing context.
✨Familiarise Yourself with Zendesk
If you have experience with Zendesk or similar ticketing systems, be ready to discuss it. If not, take some time to learn the basics of how these systems work, as this knowledge can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to prioritise tasks. Think of scenarios where you've had to juggle multiple priorities or resolve conflicts, and be ready to explain your thought process and actions taken.
