Customer Support Co-ordinator - 12 Month FTC - Energy & Utility Skills

Job Profile

Customer Support Co-ordinator

Department

EUSR

Location

Solihull

Reports to

Service Delivery Manager

Contract

Fixed Term Contract (12 months)

Hours

37 hours per week with rotational shift between 08:00 – 17:00 Monday to Friday

Constraints (travel/ base/ working patterns etc)

Office based with three days per week working from home.

Salary

£27,000 per annum

Date

October 2025

About us

Recently established, Energy & Environment Awards is a wholly owned subsidiary of the Energy & Utility Skills Group and an Ofqual regulated awarding organisation.

With a focus on the energy and utilities sector, we deliver apprenticeship end point assessments, regulated qualifications and EUSR – the sector’s register of skills and industry recognised training programmes. These services are essential to ensuring that the workforce across the energy, water and waste management and other vital sectors has the technical competence and confidence to operate safely, efficiently and sustainably.

In EUSR, we provide the Register of training and skills for the Utilities sector by developing and assuring training programmes and assessments. Through rigorous quality assurance processes with a focus on safety, we provide peace of mind that our industry-wide programmes meet employer needs.

About the role

Our register, EUSR, is used by employers across the energy and utilities sector to support their recruitment process. EUSR is available online 24/7 which means employers or individuals can quickly verify their training and skills record.

EUSR registration is valid for a fixed period of time, usually between three and five years and individuals renew their registration by undertaking the appropriate renewal training. The register holds over 300,000 registration records and over 3,00 new registrations are added every week.

As a Customer Support Co-ordinator, you will be responsible for processing EUSR registrations across our range of training schemes in line with our standards of service and team targets.

About you

To be successful in this role, you’ll need to be highly motivated with experience of high volume data entry and processing and delivering against challenging service levels. With effective interpersonal and communication skills, you will be experienced in dealing with customer queries and complaints and delivering a great customer experience.

You will have the ability to work in a fast paced environment with the confidence to work both independently and as part as a team. It is also important that you are detail oriented and have excellent IT skills.

You will be able to develop good working relationships and quickly establish rapport with the sector’s employers, training providers as well as colleagues and internal and external stakeholders.

Rewards

Join our growing organisation and you’ll enjoy benefits including a generous holiday allowance, a company pension scheme, a performance bonus scheme and a Wellbeing Passport.

Key Responsibilities:

The key responsibilities of Customer Support Co-Ordinator include:

Registration Applications

· Checking, verifying, and logging registrations received into EUSR, processing quickly, accurately, and efficiently using our registration systems.

· Processing registrations to meet service levels across our range of training schemes.

· Production of EUSR registration cards; identifying and resolving any errors, in line with our service levels and internal processes.

· Handling and resolving issues relating to EUSR registrations

· Ensuring that all registration data is processed and stored in accordance with the company’s General Data Protection Regulation (GDPR) requirements.

Customer Support

• Providing excellent customer service for enquiries and issues regarding EUSR registrations and our training schemes via telephone and email.
• Meeting service levels response times and escalating issues where appropriate to EUSR Service Delivery Manager.

· Building good customer relations through effective and professional communication to establish customers requirements and manage expectations.

· Provide advice and guidance on the EUSR platform, including the booking of EUSR schemes and the uploading of evidence and documentation for specific training courses.

Team Support

· Adapt and respond positively to change and improvements within the team and wider business.

· Take reasonable care of your own health and safety and that of others by fulfilling your responsibilities under the Health & Safety at Work Act 1974 as outline in our Health & Safety policy and online handbook.

Key measures for success

· All EUSR registrations are processed accurately and in a timely manner in accordance with our standards of service and team targets.

· All EUSR data is collated, processed, and stored lawfully in accordance with GDPR.

· Knowledge of schemes, processes and standards is kept up to date by taking a proactive interest in EUSR service developments.

· Taking ownership of professional and personal development including exploring ways to improve knowledge of EUSR and the wider business.

· Collaborative teamwork through the sharing of business information and knowledge, supporting team members to overcome work-related challenges and together, exploring ways to improve the service provided to our customers.

Additional responsibilities

· Ensure compliance with Energy and Utility Skills data protection policies and processes.

• Take reasonable care of your own health and safety and that of others in the workplace.

• Take care of your own health and safety and that of others in the workplace.