At a Glance
- Tasks: Be the friendly voice helping customers with their queries and ensuring a top-notch experience.
- Company: Join BCS, a leading institute dedicated to IT and customer satisfaction.
- Benefits: Enjoy hybrid working, 27 days holiday, private medical insurance, and more!
- Other info: Flexible work environment with opportunities for personal growth and development.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Great communication skills and a passion for helping others.
The predicted salary is between 25000 - 32000 £ per year.
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.
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.
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.
How to apply: Please apply by submitting your CV to careers@bcs.uk along with a cover note answering the following questions:
- Your area(s) of expertise & qualifications;
- Your experience and suitability for the role.
We look forward to hearing from you!
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)
Vacancy: Customer Support Executive in Swindon employer: BCS, The Chartered Institute for IT
At BCS, The Chartered Institute for IT, we pride ourselves on being an exceptional employer that values employee growth and well-being. Our hybrid working model, generous benefits package including 27 days of holiday, private medical insurance, and a supportive team culture foster an environment where you can thrive both personally and professionally. Join us in our commitment to equality and continuous improvement, and be part of a team that champions customer satisfaction and operational excellence.
Contact Details:
BCS, The Chartered Institute for IT Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Vacancy: Customer Support Executive in Swindon
✨Tip Number 1
Get to know the company inside out! Research BCS, their values, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Executive, you'll need to handle enquiries professionally. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and even give you tips on how to ace your interview.
✨Tip Number 4
Don't forget to apply through our website! It shows you're serious about the role and gives you a better chance of standing out. Plus, it’s super easy to do!
We think you need these skills to ace Vacancy: Customer Support Executive in Swindon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Support Executive role. Highlight relevant experience and skills that match the job description, like handling enquiries and maintaining service excellence.
Craft a Compelling Cover Note:Your cover note is your chance to shine! Answer the questions clearly and concisely, showcasing your expertise and how your experience aligns with our customer-focused approach.
Showcase Your Communication Skills:As a Customer Support Executive, communication is key. Use clear and professional language in your application to demonstrate your ability to convey information effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates!
How to prepare for a job interview at BCS, The Chartered Institute for IT
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Support Executive role. Familiarise yourself with the key responsibilities and think about how your skills align with them. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Prepare for Common Scenarios
Think about common customer support scenarios you might face, such as handling complaints or resolving issues. Prepare specific examples from your past experiences where you've successfully navigated similar situations. This will demonstrate your problem-solving skills and ability to maintain service excellence.
✨Showcase Your Communication Skills
As a Customer Support Executive, clear communication is key. During the interview, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your responses and ensure you come across as professional and courteous.
✨Emphasise Team Collaboration
Highlight your ability to work collaboratively with others, as this role requires effective teamwork. Share examples of how you've contributed to team objectives in the past and how you can support a positive team culture. This will show that you’re not just focused on individual success but also on contributing to the overall team dynamic.
