Vacancy: Customer Support Executive

We are looking for a Customer Support Executive who is responsible for handling enquiries, requests, and issues promptly, professionally, and accurately, ensuring a high-quality, consistent, and customer-focused experience. It also contributes to service improvement by sharing feedback and supporting initiatives that enhance customer satisfaction and enable self-service.

Role responsibilities:

Frontline Contact & Service Delivery

• Act as the first point of contact for queries, requests, and complaints received via phone, email, chat, or ticketing systems.
• Respond to customer enquiries in a timely, professional, and courteous manner, maintaining service excellence across all channels.
• Process and fulfil customer and member requests accurately and efficiently, ensuring delivery in line with organisational standards.

Issue Resolution & Escalation Management

• Provide information, guidance, and troubleshooting to resolve straightforward issues effectively.
• Escalate unresolved, systemic, or specialist issues to Service Operations, Assessment Operations, or other appropriate teams, ensuring proper handover and follow-up.
• Support the resolution of complaints and contribute to a positive customer outcome.

Case Management & Record Keeping

• Track, log, and maintain accurate and up-to-date records of customer interactions, requests, and resolutions.
• Ensure all case data is recorded in line with internal processes, data protection requirements, and reporting needs.

Performance & Quality Monitoring

• Monitor support metrics such as response times, resolution rates, and customer satisfaction.
• Contribute to maintaining and improving service performance in line with KPIs and SLAs.

Customer Experience & Feedback

• Foster a consistent, professional, and customer-centric experience across all touchpoints.
• Collect and share customer feedback and recurring issue trends with Service Operations and Assessment Operations to inform continuous improvement.
• Continuous Improvement & Self-Service Enablement
• Support initiatives that improve customer service processes, knowledge bases, and self-service tools.
• Identify opportunities to streamline workflows and enhance efficiency within the customer support function.

Team Support & Development

• Communicate clearly, work effectively with others, and contribute to team objectives.
• Work collaboratively with colleagues across Operations, Technology, and Product teams to ensure issues are resolved effectively.
• Contribute to a supportive, knowledge-sharing team culture focused on customer satisfaction and operational excellence.
• Champion BCS values by embedding them into daily work, fostering a positive culture, and encouraging others to do the same.
• Remain flexible and adaptable in response to changing priorities, challenges, and work environments.
• Embrace change positively and support others through periods of transition.

BCS is dedicated to providing training and development to help all staff realise their potential, and also offer a generous benefit package.

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.

PLEASE NOTE: This vacancy may be removed before any listed closing date once a sufficient amount of applications have been received.

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 apply by submitting your CV to careers@bcs.uk along with a cover note answering the following questions:

(a) Your area(s) of expertise & qualifications;

(b) Your experience and suitability for the role

We look forward to hearing from you!

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