Customer Service Advisor

TN United Kingdom; Bournemouth; On-site; GBP 23,000 - 24,000; Full time

Job summary

An established industry player is seeking a Customer Service Advisor to enhance the learner experience. In this dynamic role, you will be the first point of contact for learners, providing support and guidance as they navigate their educational journeys. Your proactive approach will help improve the customer journey while ensuring that learners receive the assistance they need to succeed. This position offers a unique opportunity to work in a supportive environment that values personal growth and development. Join a team dedicated to empowering individuals through education and make a meaningful impact in their lives.

Benefits

Funded Course after Probation

Excellent Holiday Allowance

Birthday Appreciation Day

£50 Amazon Voucher for Birthday

Company Pension Scheme

Refer a Friend Scheme

Inclusive Culture

Staff Social Events

Qualifications

• A broad understanding of computer systems and applications.
• Effective communicator with good written and verbal skills.

Responsibilities

• First line of contact for learners requesting assistance.
• Provide 1st class customer service for general inquiries.
• Manage customer issues efficiently and achieve productivity targets.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Organizational Skills

Computer Systems Knowledge

Education

High School Diploma

Additional Training

Job description

Customer Service Advisor

Salary: £23,000 - £23,001 per annum

Contract type: Full-time, Permanent

Location: Bournemouth, SouthWest BH2

A little bit about Us at learndirect:

Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.

As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.

From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.

Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need.

With rapid expansion well underway, you could become a part of the online solution to educational needs by driving continuous improvement of the customer journey.

Some of the main responsibilities that will be expected of You:

1. To be first line of contact for all learners requesting assistance or support with their studies
2. Ensuring learners have every possible support required to complete courses as smoothly and as successfully as possible
3. To liaise with other relevant departments to ensure resolution of query including finance and sales.
4. Provide 1st class customer service regarding all general enquiries including payments issues, certification, cancellations, system issues etc.
5. Be proactive and have a unique approach to improving the customer journey
6. Managing customer issues efficiently and resolving them to a conclusion where necessary
7. Achieving set objectives and productivity targets
8. Respond to learners within SLA where enquiries may come in via email, phone or post.
9. Develop and maintain excellent working relationships with all other departments, our customers and external suppliers
10. Work with the finance department to resolve learners payment agreements.
11. Promote a positive reputation for the company by encouraging Trustpilot reviews are left by our learners.
12. Conduct yourself in line with the company policies and values.
13. Complete adhoc administration work as requested.
14. Switch between customer service workflows when necessary.

What will we expect of You:

1. A broad understanding of computer systems, applications, and operating systems.
2. Financially astute and achievement driven.
3. An understanding of confidentiality and the ability to show tact and diplomacy when dealing with a wide range of people and personalities.
4. Willingness to take part in additional training as and when new skills may be required for the better performance of the role.
5. Happy to be a key ambassador of the business in all dealings.
6. Be able to think quickly to resolve a number of different enquiries.
7. Effective communicator who presents well at all levels.
8. Good personnel engagement skills over the telephone and email.
9. Good written communication skills on paper and via IT systems.
10. Friendly, outgoing, and helpful disposition with ability to work with people of all ages and backgrounds.
11. Organized approach but ability to be flexible and multi-task.

Why work with Us?

1. Complete a funded course of your choice after your probation period
2. Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day
3. £50 Amazon thank you Voucher for your birthday
4. Company pension scheme
5. Refer a friend scheme
6. Inclusive culture and positive working environment
7. Staff social events

We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.

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