Location: Hybrid between home and our Kettering office 2 days per week Reports to: Service Support Manager Salary: £26,940 plus excellent benefits Closing Date: 28th September 2026 *Please note, this role is being offered as a fixed-term contract to December 2027* About the role: The Customer Support Executive delivers exceptional Apprenticeship End Point Assessment (EPA) support to Partners, Apprentices, Independent Assessors, and stakeholders. The role manages EPA operational activities to ensure successful delivery aligned with customer expectations, regulatory standards, SLAs, and organizational policies. Responsibilities: Manage and coordinate End Point Assessment (EPA) delivery following departmental procedures, SLAs, and protocols. Maintain accurate CMI system data per organizational and departmental standards. Approve Gateways and other decisions in compliance with regulatory requirements. Deliver high-quality customer service, advice, and updates to partners, apprentices, and employers. Resolve customer queries swiftly in line with SLAs and departmental protocols. Keep apprentices and training providers informed on issue resolutions. Advise apprentices and partners on regulatory policies and EPA protocols. Support CMI assessors with compliance and operational guidance for live assessments. Collaborate with key stakeholders to ensure assessment bookings meet SLAs and deliver an excellent experience. Investigate, manage, and report on complaints and issues. Build strong, collaborative relationships with internal CMI teams. Share insights and feedback to drive service improvements, ensuring regulatory compliance and timely escalation of exceptions. About you: We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience. We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders, ‘Practical’; with the ability to make quick and smart decisions, ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do. Customer Service
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Chartered Management Institute Recruitment Team
