Customer Services Administrator

NOCN Group; King's Lynn; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

38 days annual leave (incl. bank hols)

35-hour working week

Pension scheme

Training and development opportunities

Free parking at offices

Dress down Fridays

Job summary

NOCN Group is seeking a motivated Customer Services Administrator on a 9-month contract to join the AO Customer Services team. Reporting to the Customer Services Team Leader, you will deliver high-quality services and support learners, centres and employers.

You will use Microsoft Office and CRM systems, handle multiple queries, and work collaboratively across teams to maintain excellent service levels and continuous improvement.

Qualifications

• Friendly, organised and customer-focused with excellent communication and administration skills.
• Strong attention to detail and ability to manage a varied workload.
• Experience with customers and stakeholders; knowledge of awarding organisations or education sector desirable.

Responsibilities

• Provide excellent customer service by phone and email.
• Respond to queries from learners, centres and employers.
• Provide accurate advice and guidance on qualifications, courses, policies and procedures.
• Process customer information, workflows and payments accurately and within agreed SLAs.
• Maintain accurate customer records and update CRM systems.
• Take ownership of enquiries and resolve queries wherever possible.
• Handle complaints and elevate issues when required.
• Work collaboratively with internal teams to support customers and improve service delivery.
• Contribute to team meetings and continuous improvement.
• Ensure all work meets required quality and service standards.

Skills

Customer service

Administration

Microsoft Office

CRM

Communication

Attention to detail

Teamwork

Tools

CRM systems

Office software

Job description

NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals. To find out more, visit our website.

Overview of the role

We are seeking a motivated and professional Customer Services Administrator to join our AO Customer Services team on a 9-month contract.

Reporting to the Customer Services Team Leader, you will play a key role in delivering high-quality services aligned with NOCN’s strategic objectives.

Key Responsibilities

• Provide excellent customer service by phone and email.
• Respond to queries from learners, centres and employers.
• Provide accurate advice and guidance on qualifications, courses, policies and procedures.
• Process customer information, workflows and payments accurately and within agreed SLAs.
• Maintain accurate customer records and update CRM systems.
• Take ownership of enquiries and resolve queries wherever possible.
• Handle complaints and elevate issues when required.
• Work collaboratively with internal teams to support customers and improve service delivery.
• Contribute to team meetings and continuous improvement.
• Ensure all work meets required quality and service standards.

About You

We’re looking for a friendly, organised and customer-focused individual with excellent communication and administration skills. You’ll have strong attention to detail, a proactive approach and the ability to manage a varied workload while maintaining high standards of service.

You’ll enjoy working as part of a team, be confident using Microsoft Office and have experience working with customers and stakeholders. Experience within an awarding organisation or education/construction sector would be desirable.

For the full job description, click here

Why Join NOCN Group?

Company values

• Honest
• Ethical

What we can offer you

• We offer 38 days of annual leave this includes 8 bank holidays and 3 closure days between Christmas and New Year
• We can offer hybrid working
• 35-hour working week
• We can offer flexible working for a better work-life balance
• Buy/Sell Annual leave
• Pension scheme
• Training and development opportunities
• Free parking at both offices
• Modern office spaces
• Enhanced family leave
• Optional tax-free childcare schemes
• Dress down Fridays

Please note:

Due to the high volume of applications, we can only provide feedback at the interview stage.

As a proud member of both Disability Confident and Inclusive Employers standard, we celebrate and recognise the benefits of equity, diversity, inclusion and belonging. As such, we welcome and encourage applicants from all backgrounds, and should you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will do our best to accommodate.