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At Itec our employees have access to several great benefits, including 30 days annual leave, health care scheme, 35 hours working week, discounts for retail and gym membership, bonus scheme, life insurance, employee of the month awards, length of service recognition and much more.
Customer Support Administrative Officer
We are looking for a motivated individual to contribute to the efficiency and effectiveness of the company by providing outstanding customer service to all provisions across Itec.
Salary Banding: £21,840
Base: Itec House, Cardiff
Contract type: Full time, Permanent.
Hours of work: Monday to Friday 9:00am to 4:30pm
Core Responsibilities
1. Responsible for obtaining relevant customer information through appropriate communication channels. Using appropriate techniques to fully understand the customer’s wants and needs and to verify understanding with the customer.
2. Being the first point of contact to customers on the provision referrals.
3. Responsible for using in-depth knowledge of Itec products, services, processes, and systems.
4. Working in partnership daily with internal and external teams to discuss individual customers wishing to join the provision.
5. Coordination of all the eligibility documentation, registration, certification, and compliance for all customers.
6. To be the main point of contact for the customer through the welcome process and before they start officially on any provision.
7. Managing the in-work support process, tracking process and mentoring calls for each participant. Support teams regarding customers who fail to attend.
8. Meeting Key Performance Indicators in relation to your role.
9. Updating information digitally in a timely manner.
10. Responsible for dealing with complaints and queries in a timely, professional, and effective manner.
11. To support with audit preparation on a regular basis.
Skills and Experience
Essential Criteria
1. Customer Service experience.
2. Previous experience of working in a target-driven environment.
3. Excellent communication and interpersonal skills.
4. Good organisational skills.
5. IT literate.
Desirable Criteria
1. Experience within the training industry.
2. Qualified or with the potential and willingness to work towards NVQ Customer Service or Business Administration L2 or equivalent.
3. Information Advice Guidance (IAG) Qualification.
4. Ability to speak Welsh.
5. Experience of work-based learning.
This role is subject to a DBS check. The cost of the DBS check will be met by the company.
Itec operates as an equal opportunities employer and we welcome all applications inclusive of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions, or trade union membership.
Itec reserve the right to close this vacancy sooner if a large number of suitable applications are received. Therefore, we encourage early applications to ensure consideration for this post.
Should you not hear from us 2 weeks after application, unfortunately you have been unsuccessful.
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