Voucher Scheme Administrator – Hybrid Customer Support

Gigaclear; Abingdon; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Employer pension

Income protection

Life assurance

Holiday allowance (25 days + bank)

Health cash plan

Employee Assistance Programme

Online training access

Long service benefits

Enhanced maternity/paternity

Flexible working environment

Wellbeing initiatives

Job summary

Gigaclear is seeking a dedicated Voucher Admin to support the UKGV Voucher Scheme within the B2C Growth and Loyalty Team. You will handle proactive outbound calls, respond to inbound queries, and ensure accurate voucher submissions and timely claims with the BDUK portal.

This hybrid role requires three days per week at Abingdon Head Office, with training provided and opportunities to contribute to voucher performance, customer satisfaction, and brand reputation.

Qualifications

• Customer-focused advisor with experience in customer service or complex conversations.
• Confident discussing Voucher Scheme, overcoming objections and guiding customers to interact with BDUK for validation and approval of vouchers. Training provided.
• Balance customer needs, commercial value and compliance in every conversation.
• Comfortable using feedback and customer insights to improve results.
• Strong working knowledge of Excel.
• Accurate and precise communication skills.

Responsibilities

• Handle proactive outbound calls with empathy and clear communication of the Voucher Scheme to residents and customers.
• Respond to inbound calls and text messages.
• Respond to customer cases about the Voucher Scheme.
• Build knowledge of Gigaclear processes from build phase to service start.
• Submit vouchers with accurate information to the BDUK portal.
• Claim vouchers in a timely manner after live date.
• Raise clear queries to support communication with the BDUK operations team.
• Download BDUK report daily and load data into Gigaclear CRM to update voucher activity.
• Maintain high quality standards across voucher scheme implementation.
• Use notes, outcome codes and reason tracking to support reporting insights.
• Resolve objections while protecting compliance, fairness and brand reputation.
• Track responsibilities and strive to meet targets.
• Contribute to voucher performance through productivity and follow-up.
• Support Voucher Field Team activities and share information.
• Update voucher processes in collaboration with the team.

Skills

Customer service

Communication

Objection handling

Excel

Tools

CRM system

Job description

Gigaclear is seeking a dedicated Voucher Admin to support the UKGV Voucher Scheme within the B2C Growth and Loyalty Team. You will handle proactive outbound calls, respond to inbound queries, and ensure accurate voucher submissions and timely claims with the BDUK portal.

This hybrid role requires three days per week at Abingdon Head Office, with training provided and opportunities to contribute to voucher performance, customer satisfaction, and brand reputation.