Job Description

Details

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Reference number

441035

Salary

30,895
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Executive Officer
UKRI Band C

Contract type

Permanent

Business area

UKRI - Funding Assurance

Type of role

Administration / Corporate Support

Working pattern

Full-time, Part-time

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Swindon

About the job

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Job summary

Salary:

30,895 per annum.

Hours:

Full-time/ Part Time. (Minimum 0.8 FTE)

Contract Type:

Open ended.

Location:

Polaris House, Swindon, Wiltshire - Hybrid working available.

Band:

UKRI Band C.

Closing Date:

Sunday 4th January.

Job description

The role requires the individual to deliver first line support to users of the UKRI digital Funding Service (TFS) platform and the Studentship Data System, including universities and research organisations. This involves handling enquiries via phone and email through the customer management system while working closely with internal stakeholders to ensure queries are resolved proactively and in a timely manner.



In addition, the role includes assisting research outcomes data analysts with a range of administrative tasks, such as supporting researchers in providing their outcomes, inputs, and impacts on the external platform Researchfish, and updating guidance documents inline with UKRI policies.



All responsibilities must be managed in accordance with UKRI guidelines and service level agreements (SLAs) enabling funding services to meet overall targets and objectives.



To maintain business continuity and performance, staff may be required to support other teams within funding services.

Key Responsibilities

oTake ownership of incoming phone calls and emails using the customer relationship management system whilst managing customer expectations, keeping them informed of outstanding issues.

oBe part of a team that keeps our helpdesk phone lines covered throughout business hours: 08:30-17:00 (Mon-Thu) and 08:30-16:30 (Fri).

oResolve complex customer issues in line with policies, procedures, standard operating procedures (SOPs) or business rules.

oProvide clear and concise responses to questions, enquiries or associated activities, as well as being able to explain the rationale for UKRI policies.

oFoster positive relationships with colleagues by providing support and cover across teams, developing flexibility through cross disciplinary training, and sharing knowledge by training others where appropriate.

oMaintain process and data accuracy, quality, and productivity to meet performance targets while ensuring data security.

oIdentify operational processes and emerging trends to drive enhancements as part of continuous improvement initiatives.

oReport any operational issues by raising the appropriate awareness.

Person specification

The below criteria will be scored during Shortlisting (S), Interview (I) or both (S&I).

Essential

oAnalytical skills including good problem analysis and resolution skills. (S&I)

oAbility to consider and make judgements based on risks and impacts. (I)

oExperience working in a customer service environment and good customer service skills. (S&I)

oGood team working and collaboration skills. The ability to work flexibly and effectively as part of a team and collaborate with a range of colleagues with differing expertise/experience. (S&I)

oGood communication/customer service skills, both written and verbal. (S&I)

oThe ability to understand the differing needs of key stakeholders and use influencing and negotiating skills to achieve desired outcomes and buy-in. (I)

oSelf-motivated with the ability to multi-task and prioritise effectively. (I)

oGood IT skills including working knowledge of Microsoft packages and the ability to learn new systems and processes quickly. (S)

Benefits

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Alongside your salary of 30,895, UK Research and Innovation contributes 8,950 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Benefits

We recognise and value our employees as individuals and aim to provide a favourable pay and rewards package. We are committed to supporting employees' development and promote a culture of continuous learning!



A list of benefits below:



oAn outstanding defined benefit pension scheme.

o30 days' annual leave in addition to 10.5 public and privilege days (full time equivalent).

oEmployee discounts and offers on retail and leisure activities.

oEmployee assistance programme, providing confidential help and advice.

oFlexible working options.



Plus many more benefits and wellbeing initiatives that enable our employees to have a great work life balance!



For further information on our benefits please see:

Benefits of working at UK Research and Innovation (UKRI)



UKRI is an Equal Opportunity & Disability Confident Employer.

Things you need to know

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Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

Please apply online, if you experience any issue applying, please contact Recruitment@ukri.org.



As this job does not fulfil the UK Government minimum criterion for obtaining sponsored migrant worker status we will be unable to apply for sponsorship for anyone not eligible to work in the UK. At interview, all shortlisted candidates are required to bring with them identification documents and original documents that prove they hold or can obtain the right to work in the UK. You can check your eligibility here: https://www.gov.uk/check-uk-visa/y



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:


UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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Contact point for applicants

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Job contact :

Name : UKRI Recruitment Team Email : Recruitment@ukri.org
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Recruitment team

* Email : Recruitment@ukri.org