Customer Services Administrator (FTC 9 Months)

NOCN; King's Lynn; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

35-hour working week

Pension scheme

Wellbeing support

Training and development opportunities

Free parking at both offices

Life assurance

Dress down Fridays

Job summary

NOCN Group is a UK-based charity delivering future-fit skills solutions. We seek a Customer Services Administrator to join the AO Customer Services team, reporting to the Team Leader and supporting learners, centres and employers with accurate information and timely responses.

The role emphasizes high-quality service, CRM usage and collaboration across teams, with a 35-hour week and hybrid working. Applicants should be friendly, organised and detail-oriented, with experience in Microsoft Office

Qualifications

• Experience in customer service and administration.
• Strong attention to detail with proactive approach.
• Ability to manage a varied workload while maintaining high standards.

Responsibilities

• Provide excellent customer service by phone and email.
• Respond to queries from learners, centres and employers.
• Provide accurate advice on qualifications, policies and procedures.
• Process customer information and payments accurately within SLAs.
• Maintain accurate customer records and update CRM systems.
• Take ownership of enquiries and resolve queries wherever possible.
• Handle complaints and escalate 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

Communication

Administration

Microsoft Office

CRM experience

Attention to detail

Teamwork

CRM software

MS Office

Tools

CRM software

MS Office

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.

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.

Why Join NOCN Group?

Company values

• Responsive
• Supportive
• Honest
• Ethical
• Sustainable
• Respectful
• Innovative

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
• Flexible bank holidays for religious holidays
• Pension scheme
• Wellbeing support
• Training and development opportunities
• Free parking at both offices
• Life assurance
• 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.