Vacancy: Customer Service Officer x 2

Job title Customer Service Officer (1 Permanent & 1 FTC for 12 months)
Salary Competitive Salary - dependant on experience
Location Swindon


Responsible for providing first and second line customer support for Group Operations. Ensuring that integrity and quality of service is continuously provided to all customers (both internal and external) and delivered to the agreed service levels.

Key responsibilities

To support the delivery of Group Operations through providing excellent service to our customers by delivering high quality work within set timescales and communicating effectively with customers through all communication channels available, ensuring customer records are maintained;

  • Maintain an up-to-date knowledge and understanding of all current products, and the relevant regulatory and audit requirements. Ensuring compliance is maintained through team knowledge, processes, procedures, and documentation;
  • Ensure all non-conformances, complaints and issues are accurately reported on the quality log, investigating all items that do not require further escalation, and ensuring satisfactory and timely completion;
  • Take ownership of issues through to completion, escalating matters when appropriate and ensuring that relevant details are available for colleagues to allow them to manage these issues in your absence;
  • Have a flexible approach and be prepared to support other team members to ensure departmental goals are achieved;
  • Effectively co-ordinate time and resource daily, making appropriate and informed decisions to ensure completion of tasks, providing status updates to the Team Leader;
  • Develop and maintain processes and procedures, suggesting changes and improvements where possible. Trial changes and updates to procedures where required, reporting back on the effectiveness and feasibility;
  • Help to promote a culture of continuous business improvement and support initiatives as and when required;
  • Ensure all website information reflects current processes and that any customer portals are maintained and updated, reporting any issues to the IT Service Desk, or escalating to your Team Leader, as appropriate;
  • Work collaboratively with other BCS departments as required, to achieve common goals, share best practice, support projects, contribute to improvement initiatives and help drive business change;
  • Process sensitive data including financial transactions such as card payments, personal details, exam results and third party enquiries, maintaining high standards of information security ensuring a high level of compliance with data protection regulations and policies. Calculate discounts and expenditure totals to advise customers over the phone;
  • Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director;
  • The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements;
  • There is an expectation that all staff will live BCS’ values and support our purpose;
  • Continually looking at ways to make improvements to systems, processes and procedures.

Skills, qualifications and knowledge

Education and qualifications

  • 5 GCSE's including Maths and English at Grade C above.
  • Ideally NVQ2 in Customer Services.


  • Proven experience of working in a customer focussed and/or client services environment
  • Ideally proven experience in the use of Customer Relationship Management systems and other databases, including bespoke set ups
  • Proven experience in communication with customers at all levels internally and externally

Competencies & skills

  • Fully competent in the use of Microsoft Outlook, Excel and Word
  • Excellent interpersonal and communication skills - both written and verbal
  • A pro-active and positive “can do” attitude
  • Excellent team player, who is also able to work independently
  • Strong administrative and organisational skills
  • Able to show initiative
  • Open approach to business improvement
  • Ability to prioritise and organise time to set deadlines
  • Ability to identify areas for improvement within your department


  • Knowledge of membership organisation
  • Knowledge of IT industry
  • Knowledge of your responsibilities to meet regulatory compliance
  • Knowledge of GDPR and Data Protection Regulations

Special conditions

  • Some out-of-hours working including weekends may be required.

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.

In the event that we receive a high number of applications for this vacancy, we may be unable to provide an individual response to every candidate, therefore if you haven’t heard back from us within 4 weeks of the closing date, please consider your application unsuccessful on this occasion.

No recruitment agencies please.

How to apply

Please email your CV with a covering letter summarising how your experience relates to our requirements to