Product & Customer Support Officer

Product & Customer Support Officer

Reports to: Product Manager

Salary Range: £26,000-£28,000 a year

Interview date: 19 May 2026

Closing date: 11 May 2026

Purpose of Role

To ensure that customer purchases (B2B and B2C) and contracts for an agreed portfolio of products and services are delivered smoothly, reliably and consistently on time and to a high quality.

To provide an excellent level of administration and support to ensure an efficient, effective and professional service is provided to all customers.

To support the Product Manager with the ownership, performance and reporting of a division within the wider department.

The role includes:

• Customer Support & Administration Services
• Product Set up & Onboarding
• Product Knowledge & Delivery
• Process Development & Continuous Improvement

Key Responsibilities

Customer Support & Administration Services

• Acts as first point of contact for operational product or customer queries, relating to the agreed portfolio of products and services (B2B and B2C).
• Provides a high level customer service to internal and external stakeholders and customers, across multiple channels including telephone, Teams meetings, email and live chat.
• Provides administration and support across a designated area or portfolio of products & services to both B2B and B2C customers.
• Proactively liaises with colleagues in relation to any outstanding issues or queries to ensure a timely response is provided.
• Provides support to customers and stakeholders on the use and maintenance of relevant processes, systems and ways of working.
• Provides advice and information to customers on additional products & services, for the purposes of generating additional interest and awareness of UK Coaching Products.
• Records information on the CRM and passes on leads and interest generated to appropriate teams to follow up in a timely fashion.
• Leads on invoicing and financial processes around designated products/services, ensuring tutors and external delivery partners are paid promptly.
• Collates customer feedback to make recommendations for process/ product improvements.
• Provides reporting to colleagues on performance of designated products, as required.
• Provides capacity support and cover across wider product services as required.

Product Set Up & Onboarding

• Administers, maintains and configures the learning platform to internal stakeholder and external customer requirements, ensuring accurate setup and configuration of products in line with agreed timescales.
• Works with colleagues and customers to understand their product set up requirements.
• Onboards new customers, ensuring the organisation and/or their learners can access the products and services purchased from UK Coaching.
• Configures and delivers products to customers in line with their requirements and in a timely manner.
• Ensures quality data is entered and maintained on the learning platform with appropriate awareness of data protection legislation.
• Support colleagues to understand product, system and process updates.

Product Knowledge & Delivery

• Maintains a good working knowledge of products in the core portfolio.
• Keeps up to date knowledge bank relating to relevant products and services, inc. FAQs, to support the training of AI agents, internal colleagues and external customers and stakeholders.
• Ensures the B2C workshop function runs smoothly, including but not limited to having enough capacity to satisfy demand across all workshops, and minimum numbers of learners are met allowing workshops to run.
• Identification, communication and effective deployment of tutors and/or external delivery partners to deliver B2C and B2B workshops including gaining VLE link.
• Support tutor communications, including Tutor Surgery reminders, workshop and service updates, and act as a point of contact for tutor/external delivery partner queries.

Process Development & Continuous Improvement

• Documents processes, SOPs, templates, trackers, checklists, etc. for all standard, repeatable ways of working.
• Identifies improvements to processes and ways of working, ensuring consistent high-quality delivery across products and services.
• Raises customer, operational and product delivery issues and risks.
• Tests new workflows, processes and ways of working B2C and B2B and provides feedback on proposed ways of working.
• Ensures processes are adhered to across the team and beyond.

Person Specification

Essential:

• Good level of digital literacy including Microsoft packages.
• Ability to successfully work individually, with autonomy, and as part of a team.
• Experience in dealing with customers and enquiries.
• Skills/experience on work requiring an attention to detail.
• Skills/experience in working across multi activities.
• Skills and experience of working with a range of internal and external stakeholders.
• Organisational and time management skills.
• Communication skills/experience.

Desirable:

• Experience of working in operational systems and product delivery.
• Experience with learning products.
• Experience managing processes or projects.
• Written communication and proof-reading skills.