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• Eligibility: Must have long-term eligibility to work in the UK - we cannot accept applicants with no eligibility to work in the UK.
• Start date: ASAP.
• Recruitment process: Please submit your up-to-date CV and short cover letter outlining why you are applying for this role, using the platform you are reading this job advert on.
• Deadline for applicants: Monday 6 March at 11.59pm. Shortlisting thereafter.
• Interviews: w/c 13 March 2023 (serious applicants should diarise this week)
• We look forward to hearing from you!

• Working from MTS’s London head office, at 65 Westcroft Square, London, W6 0TA.
• Some working from home could be agreed after successful probation period and subject to flexible working request approval.

• Must have long-term eligibility to live and work in the UK.
• Must comply with a UK government Enhanced DBS (Disclosure and Barring Service) check.

• Full-time (5 days per week/35 hours per week) fixed-term (12 months) contract – with high likelihood of making permanent dependent on performance.
• We are also interested in welcoming applicants who are seeking a 4 days per week/28 hours per week) role.
• We are seeking for both Customer Care Administrators to work, on a rota basis, two Saturdays per month each, with one day off in lieu during the Mon-Fri working week, to be agreed on making job offers.

• Band 5 which has a salary range of between £20,600 - £26,000 (including London weighting) dependent on skills and experience, payable monthly in arrears.
• Additional discretionary bonus / commission available dependent on financial performance of the businesses and proven income generating activities and achievement of targets.

• 5 working days per week, 09:00-17:00, Monday-Friday, or 4 working days per week, flexible pattern to be agreed.

• To deliver high quality front line enquiries and administrative support for customers of MTS, following agreed customer care standards and other internal requirements and procedures.
• To effectively manage these enquiries through a variety of channels (phone, web-chat, video calls, Whatsapp, social media, email and walk-ins) and work with a range of systems (Outlook, Teams, Sharepoint, ORS, IWAS, ISEVA, IAM and others) to ensure the smooth running of MTS exams, venue provision and other MTS business areas.
• To carry out additional administrative tasks and activities according to MTS's business needs.

• To respond to all customer enquiries accurately, promptly, to agreed customer care standards in a friendly, courteous and helpful manner. Where enquiries need to be passed on, these are transferred efficiently and effectively to other teams or individuals, following agreed protocols and scripts.
• To provide back office support to ensure smooth running of the customer care function, and to cover for other Customer Care Administrators at busy times, for breaks, for annual leave, sick leave, etc.
• To escalate problematic, complex or high-risk customer issues to the Exams Manager for prompt attention and resolution.
• To occasionally act as an usher or invigilator to customers arriving at our London venue exam sessions taking place on weekdays.

• To be aware of all the tests, prep classes, courses, and all other products and services that MTS offers.
• To actively promote or upsell the MTS products or services that the customer is likely to be interested in.

• To maintain and update administrative databases, spreadsheets and systems with accurate and complete customer data.
• To ensure high quality communication with customers through using email templates and/or scripts for the most common responses, and seeking advice and guidance from others for more complex or unusual enquiries.
• To deliver effective call-back and follow-up communications with customers, eg clearing of uncompleted bookings, etc.
• To monitor all customer inboxes regularly and effectively, and ensure that no customer correspondence is missed.

• To process customer payments via multiple channels, using FirstData and other platforms.
• To ensure all refund requests are captured in relevant databases, analysed against current policy and sent promptly to the Exams Manager for decision and further action.
• To check payment references against booking references and ensure the completeness and accuracy of payment data.

• To ensure that confidential, internal documents, information and data are not disclosed to anyone other than their intended recipient/reader.
• To comply fully with MTS’s GDPR and data protection policies and standards and Safeguarding (Children and Vulnerable People) policy.
• To carry out any other tasks and activities for MTS, according to business priority, as appropriate for this level role in the organisation.

• None

• Good communication skills including excellent telephone manner and good standard of written English
• Excellent telephone manner and calm approach to difficult customers
• Fully IT literate and very comfortable with commonly used IT products and services
• Ability to work effectively under own initiative and under pressure
• Experience in customer services roles desirable but not essential
• Knowledge of customer service databases / CRM systems
• Interest in (or experience of) the testing, examination, teaching or education sectors
• Experience in the British Council's IELTS (International English Testing System) exam (highly desirable)

MTS Ltd is a dynamic exam services company and online language school. We take a ‘can-do’ dynamic approach and are experienced at delivering large numbers of tests at a professional level. We are experts in high-stakes tests, computer-based testing, and remote proctoring. Our head office is in West London and we operate venues across the UK, Ireland and continental Europe. www.mobiletesting.uk.com. MTS is an authorised test centre for the following partners: -IELTS (British Council) -Aptis ESOL (British Council) -Cambridge Assessment and Cambridge English -LanguageCert (Prometric) -ACCA (British Council) -CFA (Prometric) -AAT -ICAEW -Pearson