Customer Experience Executive – Exams Team

International House London; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in language education is seeking a Customer Experience Executive for their Exams Team. This role is pivotal in ensuring clients receive exceptional service and support throughout their examination journey. You will be the key point of contact for candidates, addressing their inquiries, managing applications, and collaborating with various departments to enhance service delivery. With a focus on organization and communication, you will thrive in a dynamic environment that values detail-oriented and customer-focused professionals. If you are passionate about education and customer experience, this is an exciting opportunity to make a meaningful impact.

Benefits

30 days of annual leave + 8 Bank Holidays

Free language training for IH courses

20% off all food and drink at the onsite Café

Health Cash Plan

Pension

Cycle to work scheme

Qualifications

• Strong organisational skills and high attention to detail are essential.
• Excellent communication and customer service skills are required.

Responsibilities

• Respond to candidate queries and process applications and payments.
• Assist with general administration and manage secure materials.

Skills

Organisational Skills

Attention to Detail

Communication Skills

Customer Service Skills

Time Management

IT Proficiency

Numerical Data Management

Education

Experience in Exam or Educational Environment

Experience with International Clients

Job description

Customer Experience Executive – Exams Team

Role: Customer Experience Executive – Exams Team

Type of contract: Permanent, full time

Hours: 35 hours per week, plus 6 weekend exam sessions per year (paid additionally at test day rates)

To Apply: Please send a CV and Cover Letter (no more than 1000 words) outlining how you meet the criteria for the role to [e-mail]

About International House

We are leaders in language teaching, testing, and teacher training with over sixty years of experience. We believe that by delivering quality language and communications training, we act as a force for change, bringing people together, enhancing mutual understanding and tolerance, and unlocking individual potential.

Purpose of the Job:

We are seeking a dedicated and organized Customer Experience Executive to ensure our customers have a positive and seamless experience with our services. You will be the main point of contact for our clients, addressing concerns, processing enquiries, and assisting with exam administration. You will also work collaboratively with various departments to support the efficient delivery of our services.

Key Responsibilities:

1. Customer Enquiries & Secondary Services (50%)
   • Respond to candidate queries via phone, email, and face-to-face.
   • Process institution copies, Enquiries on Results, One Skill Retakes, and payments.
   • Assist with complaints, transfers, and cancellations.
   • Manage secure materials as needed and deal with and distributing post.
2. Application Processing (30%)
   • Process applications and payments through exam registration systems.
   • Handle refunds, ID verification, and special requirements.
   • Manage block bookings and forward them to the appropriate team.
3. General Administration (20%)
   • Answer phone calls and assist students with exam bookings.
   • Help with test day preparation and post-test processing.
   • Check and log live test materials, maintain stock records, and conduct security checks.
   • Perform data entry and assist with the handling and packing of test materials.

Person Specification:

• Strong organisational and time management skills.
• High attention to detail and experience following complex systems.
• Excellent communication and customer service skills.
• Ability to work independently and escalate complex issues when needed.
• Confident in using various IT packages and handling financial records.
• Ability to prioritise tasks, work accurately under pressure, and manage numerical data.
• Flexible team player with a commitment to supporting staff, candidates, and the test centre.
• Previous experience in an exam or educational environment.
• Experience working with international clients.

What we can offer:

• 30 days of annual leave + 8 Bank Holidays
• Free language training for IH courses
• Perks at work
• 20% off all food and drink at the onsite Café
• Health Cash Plan
• Pension
• EAP by Bupa
• Cycle to work scheme

Please note: If shortlisted, the interview will include two tasks:

• One is based on a specific scenario related to the role.
• One testing your technical skills relevant to the position.

Please note that if you are successful at the interview stage all offers are subject to a right to work in the UK eligibility check, us receiving two references, a Disclosure and Barring Service Check and Police Check (if living abroad) that are considered satisfactory to IH London.

We encourage fairness and equality in our Recruitment and selection process. Our shortlisting and interviewing will be carried out by more than one person: Internal members of interview panels are informed about the company’s recruitment and selection of staff policy. Interview questions will be related to the requirements of the job and not of a discriminatory nature.

International House London’s Values:

Ethical, Inclusive, Innovative, Passionate, Professional

We are always happy to help you. Contact our team who can speak many languages.