Role Overview Your primary focus will be to ensure every customer receives exceptional support and a seamless experience at every stage of their journey. You will take ownership of client tickets, ensuring they are resolved promptly and effectively, while proactively updating and refining workflows to prevent future issues. Your role will also involve anticipating customer needs to ensure they have the right resources at the right time, alongside managing and resolving complaints with professionalism and care. Through these efforts, you will play a critical role in enhancing the overall customer experience, fostering satisfaction, and building long-term trust. Duties: Customer Service Provision of customer service through various communication channels including chat, email and phone Maintain high levels of customer service resolving any niggles or concerns promptly Meet all deadlines and SLAs for resolving tickets Conduct client welcome calls and qualification support calls Process Improvement Utilising data from ticket logs improve and amend internal workflows and communication processes to increase customer satisfaction Provide pro-active client support throughout the customer lifecycle to ensure clients understand, utilise and excel during their time with Actuate Global Collect and analyse participant feedback, generating detailed reports to identify areas for improvement in B2C offerings Proactively implement changes based on feedback insights to enhance the learner experience. Where needed, deliver regular team training sessions, including updates on Terms & Conditions and process refreshers. Administration Manage LMS administration including client enrolments, removals, and moderations Act as the Operations LMS champion optimising its functionality and providing ongoing support to users and consultation to the wider business, including training Own programme communications including pre- and post-session emails, ensuring learners receive clear instructions, resources, and follow-up materials Complaints Management Handle first responses to B2C complaints, providing timely and professional resolution in line with our complaints procedure Manage & review escalation processes, ensuring fair and efficient handling of escalated feedback Internal Operational Support Address and resolve general queries through the operations communication channels Report creation and data analysis for customer service KP Experience/Skills required: A minimum of 2 years' experience in customer service 2 years' experience in administration Experience using Customer Relationship Management systems such as Hubspot or Salesforce Proven experience managing first-line complaints Experience in report creation and data analysis Proven ability to interact effectively with C-suite executives and senior-level