City and Guilds Training is looking for a Customer Care Advisor.
If you have excellent customer service skills and a great telephone manner, then this opportunity may be what you are looking for.
This is a great role to join our rapidly growing business.
Successful candidates will become a part of our friendly team located in our offices in Crawley / Gatwick.
You will be responsible for providing first-class customer-focused interactions.
We are interested in speaking to candidates who have a passion for great customer service and are results-driven.
This appointment will be made on merit.
We believe that diversity and inclusion strengthens and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.
Please note, this is an office-based role. As you will be required to work from the office, please check the location and ensure that you can commute to our offices located in Crawley RH10 9JY on a daily basis.
About the role
Trade Skills 4U (part of City & Guilds Training) specialise in electrical training, offering a wide range of electrician courses in the UK for new entrants, existing electricians, and companies from our state-of-the-art training centres. Over recent years, TS4U has helped thousands of people gain valuable knowledge, experience, and the qualifications they need to pursue successful careers in the electrical industry.
Specific Tasks:
1. Interact (inbound and outbound) with new and current students in person, via telephone, and email.
2. Ensure students complete their learning journey from induction to final exam.
3. Book exams on suitable dates.
4. Notify customers of any course changes.
5. Update databases with changes to customer details.
6. Deal with course change requests (e.g., amendments, cancellations, and refunds).
7. Update customer balances in reference to payment.
8. Take ownership of customer complaints, ensuring investigations are carried out and responses issued within agreed SLAs.
9. Support the Bootcamp team to collate required paperwork for funded learners.
10. Follow up missing paperwork with learners and/or employers.
11. Compliance check paperwork to ensure milestones are met.
12. Assist with the development of TS4U's customer contact strategy and corresponding procedures, including payment plans.
13. Monitor and process student feedback.
14. Store feedback in the LMS in reference to e-Learning.
15. Provide ad hoc feedback to the relevant team.
16. Identify and escalate potential issues that may arise (e.g., no shows/dropouts, cancellations, non-payment related tasks).
17. Provide administration support to the sales and student services team during busy periods.
About You
What we are looking for:
* Excellent customer service and administration skills, along with a great telephone manner.
* Excellent verbal and written communication skills.
* A customer-focused approach and a passion for delivering a great customer experience.
* Great team-working skills and the ability to be a good listener.
You will also be flexible, adaptable, embrace change, and be motivated by new challenges.
The successful applicant will be required to undertake appropriate checks, including an enhanced DBS disclosure, as well as providing proof of the right to work in the UK.
Essential Skills and Knowledge:
* Previous administration experience essential.
* Good IT skills.
* An ability to work under pressure.
* Strong problem-solving skills.
What we offer
* Competitive salary based on experience.
* 25 days annual leave plus Christmas shutdown and bank holidays.
* Opportunities for personal development and career progression in a friendly workplace culture.
* Extensive product portfolio and subcontracting network.
* Employee Assistance Programme (EAP).
* Wellbeing and mindfulness app Wisdom.
* Later life planning "Care Concierge" and Bereavement support.
* Coaching (rapid coaching, 1-2-1 coaching, peer coaching, strength coaching).
* Free mortgage advice.
* Eye Care Vouchers and Flu Vaccinations.
* Enhanced pension.
* Additional leave for volunteering.
* Holiday Buy / Sell.
* Access to discounted benefits such as critical illness cover, health assessments, dental insurance, travel insurance, Gymflex, Tastecard, Give As You Earn, and Cycle to Work.
Next steps and how to apply:
If you think this is the role and organisation for you, we would love to hear from you. Please submit your CV and complete our short application form using the apply button.
We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please submit your application as soon as possible to avoid disappointment.
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