More about the Customer Support Executive role in Swindon

The Customer Support Executive 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

• 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.
• 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.
• 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.

BCS is dedicated to providing training and development to help all staff realise their potential, and also offer a generous benefit package. BCS, The Chartered Institute for IT are committed to promoting equality at every opportunity as an employer. This statement and our policies are designed to ensure our recruitment and employment practices and procedures actively promote equality of opportunity and value diversity. All applicants must be eligible to work in the UK upon application.

What we offer

• Hybrid Working
• 27 days holiday per year, plus bank holidays
• Birthday leave
• Paid Christmas office shutdown
• Private Medical Insurance and/or Health Cash Plan
• Life assurance (x4 salary)
• Income protection
• Enhanced maternity/paternity leave
• Free BCS membership
• Financial wellbeing support
• Unum Help@Hand (including access to EAP, online GP consultations, wellbeing support, retail discounts and more)