customer service advisor

hays-gcj-v4-pd-online; Reading; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading organisation is seeking a Customer Service Support Agent to enhance the experience of educators in a professional development programme. This role, crucial for supporting over 50,000 educators, includes managing queries, improving customer service materials, and ensuring data integrity. Ideal candidates will possess a GCSE in Maths and English, and experience in customer service within fast-paced environments.

Qualifications

• Minimum GCSE Grade C in Maths and English or equivalent.
• Experience delivering excellent customer service in a fast-paced environment.

Responsibilities

• Respond to queries and support communication strategies.
• Ensure professional handling of helpline calls and accurate CRM data recording.
• Assist with pipeline reporting using CRM Dynamics.

Skills

Customer Service

Communication

Data Integrity

Education

GCSE Grade C in Maths and English or equivalent

Tools

CRM Dynamics

Job description

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To support schools and educators engaging with our professional development programmes. In your role, you will be supporting teachers, school support staff and in-school leads on their registration, on-boarding and programme queries for one of our programmes, supporting 50,000 educators. To support the programme participants, Customer Service Support Agents will:

• Reply to queries, answer hotline calls, support communication strategies, and ensure data integrity.

Job Objectives:

1. In conjunction with colleagues in the Customer Success team, deliver a responsive point of contact service, providing information, advice, and guidance, and delivering an excellent customer service experience.
2. Ensure all email queries and helpline calls are handled professionally and efficiently, in line with customer service standards, and that all customer information is accurately recorded on the Customer Relationships Management (CRM) system for reporting.
3. Identify issues requiring escalation to the wider team and inform the customer of how their query will be addressed.
4. Keep customer service materials, resources, and information sources up to date and relevant, supporting process improvements to enhance customer experience.
5. Assist with pipeline reporting using CRM Dynamics.
6. Support automated email communications, ensuring clarity and timeliness.
7. Undertake any other duties as directed by the Customer Success Manager.

Person Specification:

Knowledge (Essentials): Minimum GCSE Grade C in Maths and English, or equivalent.

Experience (Essentials): Experience delivering excellent customer service, working in a fast-paced environment, managing multiple projects and tasks, and operating under pressure.

Desirable: Experience working with schools or educators.

If you're interested in this role, click 'apply now' to submit your CV or call us for more information.

If this job isn't quite right but you're seeking a new position, contact us for a confidential career discussion.

#4699409 - Fiona Darlow