Customer Service Advisor

RGIT Australia; Bournemouth; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Funded course

Holiday allowance

Company pension

Inclusive culture

Staff events

Bonus & overtime

Job summary

learndirect is recruiting for an entry-level, full-time role based in Bournemouth. You will be the first point of contact for learners needing assistance with their studies and responsible for delivering excellent customer service across payments, certifications and queries.

You will liaise with finance and sales, resolve issues efficiently, and work to SLA targets. A proactive approach to improving the customer journey and strong communication skills are essential.

Qualifications

• First line of contact for learners needing assistance.
• Provide first-class customer service for general enquiries including payments, eligibility and cancellations.
• Liaise with finance and sales to resolve queries.
• Be proactive in improving the customer journey.
• Respond to learners within SLA via email, phone or post.

Responsibilities

• Be the first line of contact for learner support needs.
• Ensure learners receive support to complete courses successfully.
• Liaise with other departments to resolve queries.
• Provide excellent customer service for payments, certifications, cancellations, and system issues.
• Be proactive in improving the customer journey and processes.
• Manage customer issues and resolve them.
• Meet productivity targets and SLAs.
• Maintain relationships with departments, customers and suppliers.
• Work with finance to resolve payment agreements.
• Encourage Trustpilot reviews and a positive brand reputation.
• Comply with company policies and FCA guidance.

Skills

Customer service

Communication

Organised

Multi-tasking

FCA compliance

IT literacy

Tools

CRM systems

Job description

Full-time Permanent Entry-level

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 and guidance

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”.