Customer Service Advisor

learndirect Limited; Bournemouth; On-site; GBP 21,000 - 30,000; Full time

Job summary

learndirect Limited is recruiting for a Customer Service role based in Bournemouth, Dorset. You will be the first point of contact for learners seeking assistance and support with their studies, helping them complete courses smoothly and successfully.

In this role you will liaise with finance and sales to resolve queries, provide first-class service for payments, certifications and system issues, and ensure responses meet SLA. Weekend work (Saturday) is required.

Qualifications

• Experience in customer support or service roles.
• Ability to handle payments issues, certifications, and system issues.
• Proactive approach to improving the customer journey and SLA adherence.
• Collaborative with finance, sales, and other departments.

Responsibilities

• Be the first line of contact for learners needing assistance.
• Ensure learners receive support to complete courses successfully.
• Liaise with relevant departments to resolve queries (finance, sales).
• Provide first-class service for enquiries including payments, certifications, and system issues.
• Work to maintain excellent relationships with departments, customers and suppliers.
• Resolve learner payment agreements with finance.
• Respond to inquiries via email, phone or post within SLA.

Skills

Broad understanding of computer system

Financially astute

Confidentiality and diplomacy

Willingness to train

Ambassador of business

Quick problem solving

Effective communication

People engagement over phone & email

Written communication

Organised and adaptable

Customer service orientation

Job description

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.

This role will be based in our Bournemouth, Dorset office and include weekend (Saturday) working.

Key Responsibilities And Accountabilities

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

Essential

What we are looking for in you -

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

Why work with Us?

• Complete a funded course of your choice after your probation period
• Holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day
• Company pension scheme
• Inclusive culture and positive working environment
• Staff social events
• Incentive bonus and overtime eligibility.

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.

Proposition: Empowering people to reach their potential

Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’.

Our Vision: To create the modern approach to learning

Our Values: Working with PACE we strive to be:

Passionate

“We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other”.

Agile

“We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities”.

Courageous

“We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach”.

Empowering

“We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view”.