Customer Experience Advisor

CU London; London; On-site; GBP 23,000 - 26,000; Full time

Job summary

CU London is seeking a Customer Experience Advisor for their London Campus. The role involves being the first point of contact for students and ensuring queries are handled effectively. Ideal candidates will possess strong communication and interpersonal skills, thrive in fast-paced environments, and have a flexible approach to working hours.

Benefits

Excellent Employers Pension Contribution

30 days Annual leave plus Bank Holidays

Life Assurance 4x Salary

BUPA Cash Plan

50% off Tuition Fees for staff dependants

Cycle To Work Scheme

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Strong communicator with the ability to handle complex situations.
• Flexibility in working hours, including evenings and weekends.

Responsibilities

• First point of contact for students and staff, supporting a range of queries.
• Manning information points and managing electronic inquiries.
• Liaising with various departments to resolve issues.

Skills

Communication

Empathy

Interpersonal Skills

Education

A Level or equivalent

Job description

Job Title

Customer Experience Advisor

Job Reference

2715

Application Closing Date

24/06/2025

Division, Department

CUAS Customer Services (CS), CS Student Support

Salary

Competitive starting salary range from £23,877 up to £25,506 (dependent on experience) with the potential to progress. A discretionary range for candidates with exceptional experience can be discussed/considered.

Mode

Permanent, Full Time

Our Mission

Coventry University Group is a global education group with a mission of Creating Better Futures. We are driven by our passionate belief in the transformational power of education and research to enable and empower our students, colleagues, and partners and to improve the world around them. Our people are key to our success and each role contributes to the Group’s ongoing progress in communities around the world.

This role is based within CU Academic Services Ltd, a sister company of Coventry University and part of the Coventry University Group.

The Role

This role will be based in one of our London Campus. Working within our dedicated Customer Experience team, you will be the first point of contact for students, staff, and visitors to Coventry University. You will support students with a range of day-to-day queries relating to their timetables, ID cards, and access to facilities, as well as signposting to support for enquiries relating to new student enrolments or those looking to withdraw or defer their studies.

As well as manning the campus information points and handling face-to-face inquiries, you will also manage the engagement team inbox, responding to and providing solutions to a variety of enquiries received electronically.

You will liaise with other teams and departments across the group to help resolve issues a new, current, or prospective student may have, ensuring their student journey is as seamless as possible.

Due to the nature of the Customer Service team and their responsibilities, you may be required to move across campus providing support at alternative information points or the wider customer experience team supporting inbound and outbound calls, particularly during busy periods such as clearing.

Our Successful Candidate

Educated to ‘A’ Level or equivalent, with experience working in a fast-paced, customer-focused environment, handling a variety of queries simultaneously.

You will be a strong communicator with an empathetic approach to customer service, possessing strong people skills and the ability to handle complex situations. Confidence is essential, as is the ability to manage high workloads and perform well under pressure.

Interpersonal skills are necessary for building and maintaining positive relationships. This role is ideal for a proactive, confident individual who thrives in a fast-paced environment and excels at relationship building.

You will have a flexible approach to working hours within a 5/7 pattern, including evenings and weekends, and a willingness to travel for work related to the role.

This role is customer-facing and requires onsite presence.

The Benefits

As a staff member of Coventry University, you will have access to a wide range of industry-leading rewards and benefits, including:

• Excellent Employers Pension Contribution
• 30 days Annual leave plus Bank Holidays
• New Holiday Purchase Scheme up to 5 additional days
• Life Assurance 4x Salary
• BUPA Cash Plan
• 50% off Tuition Fees for staff dependants
• CU Reward Scheme – Discounts across a range of High Street/Online Retailers
• New Electric Car Scheme
• Cycle To Work Scheme

Our Culture

As a global Education Group, equality, diversity, and inclusion are embedded within our organization and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.

Full Job Description & Person Specification

Click here to view the full job description and person specification

We look forward to hearing from you!