Customer Care Executive

An exciting opportunity has arisen to join our organisation in delivering the Department of International Trade (DIT) contract for the East of England as a Customer Care Executive. DIT is responsible for promoting British trade across the world, providing bespoke and tailored services to businesses, supporting the achievement of their export growth objectives.  

Department for International Trade


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We are now looking for an experienced Customer Care Executive to be the first point of customer service contact for businesses looking to grow in international markets. You will provide administrative support to the trade team for the management of DIT services and programmes for which high intermediate or advanced knowledge of Excel is required, and deliver a comprehensive customer follow up and feedback service. 


Key Responsibilities:


  • Invite the client to discuss their situation, requirements and the issues they have to help highlight and prioritise the client’s needs;
  • Liaise with customers and partners to deal with requests and provide relevant information, guidance and templates appropriate to their needs;
  • Identify and encourage take up of other services that will be of benefit, and make the appropriate referrals;
  • Liaise with relevant internal and external teams and colleagues as necessary;   
  • Serve customers and record activity in a timely manner in accordance with customer services objectives, as agreed with customers or in accordance with relevant internal quality standards;
  • Deliver to expectations including commitments, obligations and agreements made to clients;
  • Uphold the values of ETSL and the DIT trade team for providing access to business support, giving excellent client service and continuous learning and improvement;
  • Work collaboratively with colleagues in the other trade teams, meaning that you will sometimes take a lead responsibility for support for a particular function or service;
  • Ensure that all customer information required is captured and recorded and that full details of interactions, information provided, referrals made, etc. are recorded;
  • Undertake professional development and accreditations as required.


You will have experience working in a busy and demanding work environment, preferably from a sales, call centre, customer service or similar role. You will be familiar with CRM and other databases and have a high intermediate or advanced knowledge of Excel.  The ideal candidate will demonstrate an understanding of the challenges facing potential new and experienced exporters, and awareness of business support available from alternative providers, however, this is not a prerequisite to progress if other, relevant experience can be demonstrated. You will have strong interpersonal and communication skills and the ability to engage with people at all levels and build trusting relationships. You will be highly organised with keen attention to detail. You will be a self-starter, excited about working against challenging targets and timeframes, and the ability to handle multiple client and internal demands in a professional and timely manner.   

This role is subject to Baseline Personnel Security Standard (BPSS) pre-employment screening. 

Competitive salary, 10.5% non-contributory pension, 26 days holiday plus 8 Bank Holidays, life assurance and income protection, participation in bonus scheme, and access to voluntary benefit options including child care vouchers, flexi pension and ability to buy holiday.

To apply, send your CV to