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Account Support Executive

Chippenham

Permanent

Full time Annual Salary: £24,740

Part time Annual Salary: £19,792

Working Hours: Full-Time, 8:30 to 5:30, 37.5 hours per week, Monday to Friday

Part time hours: 30 hours to be worked over 5 days between 8:30 to 5:30

Summary:

An exciting opportunity has arisen for an Account Support Executive to join a well-established organisation in the charitable sector.

Based in Chippenham, this organisation works behind the scenes to support some of the UK’s best-known charities. Their focus is on delivering exceptional donor and supporter experiences through a variety of impactful fundraising campaigns and programmes.

They are now looking for a motivated and personable individual to join their collaborative and supportive team.

Scope of the Role:

As Account Support Executive , you’ll act as the first point of contact for incoming client queries on your designated accounts. You’ll manage the full lifecycle of tickets and client questions, from initial triage through to final resolution, ensuring everything runs smoothly and expectations are managed professionally. You’ll work hand-in-hand with Accounts Managers and collaborate across departments to ensure seamless service.

This is a brilliant role for someone who enjoys juggling multiple priorities, building strong internal relationships, and delivering a consistently high standard of communication.

Key Responsibilities:

* Own and manage incoming client queries, ensuring clear communication and timely resolution

* Collaborate with Account Managers on shared accounts to provide seamless campaign support

* Proactively monitor and manage ticket workflows using tools like Zendesk

* Liaise with internal teams to investigate and resolve multi-team queries

* Brief, test, and manage campaign mailings and website updates

* Support client calls and contribute to campaign meetings

* Identify trends in client queries, escalating where needed to the Business Analysis Team

* Ensure quality, clarity, and consistency in all client-facing communication

* Maintain and manage Zendesk knowledge base and user access

* Log billable activity for ad hoc requests and manage internal incident reporting

Ideal Candidate:

* At least 1 year of customer service experience

* Proficiency in Microsoft Office, especially Excel (basic formulas and data handling)

* Excellent communication skills (written and verbal)

* Strong organisational skills and the ability to prioritise effectively

* High attention to detail with a calm, professional approach under pressure

* A collaborative mindset with the confidence to work independently when needed

* Minimum of GCSEs including English and Maths (Grade C/4 or above)

Desirable:

* Experience in a client-facing role

* A-Levels or equivalent qualifications

* Familiarity with Zendesk or similar ticketing systems

This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency