Customer Care Coordinator

The Career Group; Sheffield; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading educational consultancy in Sheffield seeks an experienced customer service coordinator to provide excellent after-sales service. The role involves supporting the advisors, ensuring compliance with policies, and acting as the primary contact for admissions departments. Ideal candidates will have exceptional communication skills, experience with CRM systems like Zoho, and a proactive approach to problem-solving. This position offers an opportunity to contribute significantly to the customer experience in the higher education sector.

Qualifications

• Experience in customer service roles, especially in higher education admissions.
• Strong ability to maintain customer service records accurately.
• Ability to handle objections and develop extensive product knowledge.

Responsibilities

• Responding to phone calls and email requests while maintaining customer service records.
• Creating personal statements for candidates referred.
• Tracking student application processes and performing quality checks.
• Processing student applications and verifying eligibility.
• Logging interactions with customers and updating account information.
• Addressing issues related to student finance and admissions eligibility.
• Answering questions about available products and services.

Skills

Excellent communication skills

Organisational skills

Proactiveness

Problem-solving

Multitasking

Tools

Zoho CRM

Job description

Overview

We are looking for an experienced customer service coordinator who will offer excellent after-sales service by providing support. You will be supporting the advisors by ensuring that the team is compliant with the policies and procedures of the organisation and offer consistency in service delivery by offering amazing customer service to your candidates. You will oversee the work with our student services team (consultants) and you'll be the primary point of contact between our IAG advisors and the admissions departments at our partner universities. To be successful as a customer service coordinator, you should possess excellent communication skills, a proven ability to use your own initiative and the ability to lead and promote the vision of the organisation when a candidate is handed over to you by a consultant. The successful candidate will be expected to develop extensive product knowledge and handle customer objections if needed.

Responsibilities

• Responding to phone calls alongside email requests and maintaining customer service records.
• Creating personal statements to a good standard, for each candidate referred to you.
• Help keep track of the student application process; perform quality checks to confirm applications are ready for the next step, right up until students are officially enrolled on their course.
• Process student applications, obtain pupil references, and work with the head of admissions to ensure applicants' eligibility (including checks on the validity of documentation).
• Accurately record and log interactions with customers and update account information which you are able to retrieve the information to create reports for management.
• Knowledge of updated company rules and policies to address issues such as student finance rejection, admissions eligibility process etc.
• Answer any questions that the customer may have about available products and services.
• Select appropriate responses to customer issues and work quickly to resolve them.
• You will be determining students' eligibility for courses, keeping on top of their payments or maintaining enrollment records.

Desired Criteria

• Confident working with Zoho CRM.
• Knowledge of student finance.
• Experience of working in a higher education admissions office.

Essential Criteria

• Excellent organisational and multitasking skills, including working to strict timelines
• Ability to work under pressure
• Commitment to own learning and development
• A proactive approach to work and problem solving, and the ability to spot and deal with issues as they occur