Customer Support Service Executive (maternity cover) in Swindon

The Customer Support Service Executive will provide first‑line support to Innovate UK customers, handling queries via telephone and email, managing competition‑related enquiries, and acting as a liaison between customers and internal teams. This role supports the growth and operations of Innovate UK as part of a change programme.

Key Responsibilities and Accountabilities

• Act as first‑line telephone and email support (help desk) for customers.
• Provide a first point of call for knowledge relating to the organisation’s activities, particularly competitions and networks.
• Manage a large volume of competition queries, working with Innovation Leads and Competition Managers to understand and resolve assigned queries.
• Track case history and support needs using relevant tools and databases.
• Act as interface between the customer and internal teams where necessary.
• Liaise with Innovation Leads to facilitate positive customer outcomes.
• Support the Customer Support Team Managers with workflow and daily management.
• Prepare weekly, fortnightly and monthly statistics and reports.
• Identify training needs and provide coaching/training and mentoring to colleagues.
• Provide triage and general enquiry support to colleagues.
• Offer onsite support to operations and strategy teams and remote support to touring Innovation Leads.
• Keep up to date with new competitions and opportunities.
• Contribute to continual improvement processes within the team and the organisation.
• Maintain CRM templates, ensuring accurate and up‑to‑date information.
• Perform ad‑hoc administrative and project work as directed.
• Support external events and briefings.
• Develop CRM tools to enhance service and support cross‑training across the department.

Person Specification

• Qualified to A‑level standard or equivalent experience.
• Previous experience in a call centre, customer help or support environment.
• Experience working in a fast‑paced, process‑oriented environment.
• Demonstrated teamworking ability in an operational/customer support setting.
• Hands‑on ability to work within a changing, process‑led environment.
• Experience managing multiple stakeholders and deadlines concurrently.

Competencies

• Thinking and Problem Solving
• Stakeholder Management
• Communication Skills
• Influencing
• Self‑Awareness / Self‑Management
• Strategic Awareness
• Working with Others
• Project Management

Travel Requirements

Based in Swindon with occasional national travel.

Equality, Diversity and Inclusion

Innovate UK is a diverse workforce. We encourage differences and draw on the best talent to build a productive environment where everyone feels valued and organisational goals are met. We welcome applicants from all backgrounds and encourage those meeting the criteria to apply.

Equal Opportunities

We are an equal‑opportunity employer, committed to employing any person who meets the criteria for the role. If you have a disability or health condition, you may be entitled to support during assessments. Please advise us early if you need adjustments.

Employee Benefits

• 30 days’ annual leave, 10.5 public and privilege days
• Flexible working hours
• Defined benefit pension scheme
• Access to support networks and discount schemes

Application Deadline

Applications must be submitted by 24‑06‑2026.