At a Glance
- Tasks: Deliver top-notch support for Apprenticeship End Point Assessments and manage operational activities.
- Company: Join CMI, a dynamic and inclusive organisation leading in management and leadership.
- Benefits: Enjoy flexible working, generous holiday, wellbeing support, and professional development opportunities.
- Other info: Be part of a supportive team that values diversity and fresh ideas.
- Why this job: Make a real difference in the skills of future leaders while growing your career.
- Qualifications: Strong communication skills and a passion for customer service are essential.
Location: Hybrid between home and our Kettering office 2 days per week
Reports to: Service Support Manager
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 & Agility: Provide proactive, professional, and responsive support aligned with CMI values. Adapt flexibly to business needs while maintaining accuracy, compliance, service standards, and strong product knowledge. Collaborate effectively in a team built on trust and honesty.
Administration & Compliance: Manage accurate, timely administrative processes and follow standard operating procedures to ensure regulatory compliance.
Communication & Relationships: Communicate accurately and promptly to keep stakeholders updated, foster cross-functional teamwork, and maintain strong relationships.
Problem-Solving & Data Accuracy: Resolve issues collaboratively, keep detailed records, and ensure high data accuracy and system maintenance.
Continuous Improvement: Proactively suggest service and process improvements to management.
Why CMI:
Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the forefront of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not-for-profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.
It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:
- Flexible working - our expectation is 2 days a week in the office, to suit you. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work. Our offices in both London and Kettering provide comfortable collaboration spaces for team get-togethers.
- 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday.
- Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support.
- Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join.
- CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice.
- Rewards and Recognition scheme - cash prizes awarded to employees throughout the year.
- Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months.
About us:
The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals’ career prospects, management capability and impact in the workplace.
Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way.
We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.
Customer Support Executive in Kettering employer: Chartered Management Institute
At the Chartered Management Institute, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. With a strong focus on professional development, we offer numerous growth opportunities and a supportive environment that encourages innovation and collaboration. Our hybrid working model allows for flexibility, making it an ideal workplace for those seeking a meaningful career in communications while enjoying the vibrant atmosphere of London.
Contact Details:
Chartered Management Institute Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Kettering
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Chartered Management Institute.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Chartered Management Institute. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Executive in Kettering
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Chartered Management Institute.
How to prepare for a job interview at Chartered Management Institute
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Chartered Management Institute's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Chartered Management Institute offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
