Customer Support Service Executive – Innovate UK
Employer: Innovate UK
Job Title: Customer Support Service Executive
Location: Swindon
Salary: £30,895 per year
Job Grade: Executive Officer
Contract: Fixed-term
Contract End Date: 31 March 2027
Working Pattern: Full-time
Business Area: IUK – Customer Services
Job Type: Communications / Marketing
Number of Vacancies: 1
Reference: 483567
Closing Date: 11:55 pm, Tuesday 13 October 2026
About the Role
Innovate UK is recruiting a Customer Support Service Executive to join its Customer Support Services Team in Swindon.
The role provides first-line customer support by telephone and email and involves handling competition-related enquiries, working with Innovation Leads and Competition Managers to provide accurate information and timely resolutions.
The successful candidate will develop a broad understanding of Innovate UK’s activities, competitions and networks while supporting customers and internal teams in a busy, process-led environment.
Key Responsibilities
The Customer Support Service Executive will:
- Provide first-line customer support by telephone and email.
- Act as a first point of contact for information about Innovate UK’s activities, competitions and networks.
- Manage a large volume of assigned competition queries and provide appropriate resolutions.
- Record case histories and customer support requirements accurately using relevant systems and databases.
- Act as an interface between customers and internal teams where required.
- Work with Innovation Leads and specialist staff to support positive customer outcomes.
- Handle multiple customer queries simultaneously while maintaining service quality.
- Support Customer Support Team Managers with day-to-day workflows.
- Prepare weekly, fortnightly and monthly statistics and reports when required.
- Support the development and training of colleagues.
- Identify training needs and provide feedback to managers.
- Provide coaching, training and mentoring with guidance from the Customer Support Team Manager.
- Assist colleagues with triage and general enquiries.
- Provide onsite support to operations and strategy teams and remote support to travelling Innovation Leads.
- Keep up to date with new competitions and opportunities.
- Contribute to continuous improvement across the team and organisation.
- Maintain CRM templates and ensure information reflects current Innovate UK policies and processes.
- Support external events and briefings.
- Use IT and CRM skills to enhance customer support services.
- Provide support to other Operations teams when required.
- Undertake additional administrative and project work as directed.
Essential Experience and Qualifications
Applicants should have:
- A-level qualifications or equivalent experience.
- Previous experience working in a call centre, customer helpdesk or customer support environment.
- Experience working in a fast-paced, process-oriented environment.
- Experience working effectively as part of a team, preferably within an operational or customer support environment.
- The ability to work effectively in a changing and process-led environment.
- Experience working with multiple stakeholders and providing proactive customer or stakeholder support.
- The ability to manage multiple deadlines concurrently.
Salary and Benefits
The salary is £30,895 per year.
Innovate UK contributes £8,950 towards membership of the Civil Service Defined Benefit Pension Scheme, with an employer contribution rate of 28.97%.
Other benefits include:
- Learning and development tailored to the role.
- Flexible working options.
- An inclusive working environment.
- Civil Service pension.
- Opportunities to contribute to continuous improvement and professional development.
Selection Process
The selection process will include a first interview, which may include a presentation.
Interviews may take place remotely via Microsoft Teams or in person.
Feedback will only be provided to candidates who attend an interview or assessment.
Security Requirements
Successful candidates must undergo a standard or equivalent criminal record check and meet the required security requirements before appointment.
The role also requires relevant baseline personnel security checks for those working with government assets.
Nationality Requirements
The position is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, eligible EU/EEA/Swiss nationals and certain other individuals who meet the Civil Service nationality and right-to-work requirements.
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Applicants should check the official nationality requirements before applying.
Sponsorship
The advert does not state that visa sponsorship is available for this position.
Applicants who require UK work sponsorship should confirm their eligibility and immigration position directly with the employer before applying.
Application
Applications should be submitted through the official Innovate UK recruitment website.
Closing date: 11:55 pm, Tuesday 13 October 2026.
Source: Civil Service Jobs / Innovate UK
Reference: 483567