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 to join their dynamic team in London. You will serve as the first point of contact for students and staff, addressing various inquiries and enhancing their experience at the university. The role requires strong communication, problem-solving abilities, and a customer-focused mindset. You'll also engage with multiple departments to ensure a smooth student experience and assist with various responsibilities, including managing information points and electronic inquiries.

Benefits

Excellent Employers Pension Contribution

30 days Annual leave plus Bank Holidays

New Holiday Purchase Scheme

Life Assurance 4x Salary

BUPA Cash Plan

50% off Tuition Fee’s for staff dependants

CU Reward Scheme – Discounts across a range of High Street/ Online Retailers

Cycle To work scheme

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Strong communicator with an empathetic approach.
• Ability to handle complex situations and workloads under pressure.

Responsibilities

• First point of contact for students, handling queries on timetables and facilities.
• Manage the engagement team inbox and resolve queries electronically.
• Liaise with other departments to ensure a seamless student journey.

Skills

Customer service

Communication

Interpersonal skills

Problem-solving

Education

A Level or equivalent

Job description

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Join to apply for the Customer Experience Advisor role at CU London

Division, Department

CUAS Customer Services (CS) ,CS Student Support

Salary

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

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 (dependant 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 and well as signposting to support for enquiries relating to new student enrolments or those looking to withdrawing or deferring their studies.

As well as manning the campus information points and handling face to face enquires, you will also manage the engagement team inbox, responding to and providing solutions to a variety on enquiries that may be received electronically.

As part of this role, you will also be required to liaise with other teams and departments across the group to help resolve and 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 an alternative information point or the wider customer experience team supporting within inbound and outbound calls, in particularly around business periods such as clearing.

Our Successful Candidate

Educated to ‘A’ Level or equivalent, you will have experience working in a fast paced, customer focused environment, handling a variety of different queries at once.

You will be a strong communicator and with an empathetic approach to customer service with strong people skills and the ability to handle complex situations. It requires someone who can effectively deal with issues and proactively to prevent complaints. Confidence is essential, you must be able to manage high workloads and perform well under pressure.

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

You will have a flexible approach to hours of work within a 5/7 working pattern to include evenings and weekends, as required with a willingness to travel for work associated with the role.

This role is a customer facing role and will require you to be onsite.

The Benefits

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

• 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 Fee’s for staff dependants
• CU Reward Scheme – Discounts across a range of High Street/ Online Retailers
• Cycle To work scheme
  
  

Our Culture

As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation 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!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Higher Education

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