Customer Services Administrator (Service Delivery Specialist) Cheltenham (Hybrid/remote)Permanent, 37.5 hrs per weekPackage: competitive benefits About the role In this role you will ensure booking and enquiry turnaround times are within agreed SLAs (service level agreements), deliver a range of customer service on-boarding tasks, whilst always offering a high-quality experience to learners and employers. Pro-actively using data to identify issues, trends and opportunities then visualise these for key stakeholders and drive for action to address. Key Responsibilities Processing a variety of bookings for customers, from QA courses to conferences. Supporting course admin, such as arranging pre course reading, courseware, access to online portals, exam vouchers and e-learning. Support learner queries and requests with prompt responses, meeting internal SLAs Work with colleagues to drive quality and operational excellence for learner engagement, retention, and achievement in line with business strategy and plans. Report issues and themes to line manager to help improve the feedback we give to internal customers Develop and build new standard reporting outputs for functional consumption. About you Experience in an administration and customer service role Experience of engagement with learners/students; within a learner admin/service setting will be an advantage Experience of working in a fast-paced customer facing role Understands how to convert data into compelling BI reporting and/or analysis Excellent data visualisation ability Previous experience in Bookings Management, Customer Service and Administration