Customer Experience Support Remote
Job description
Avaliable Job Today Due to our continued growth, we have another great opportunity to join the CPCAB team. We are looking for a Customer Experience Support, to work with the Customer Experience Lead.
The Purpose of the Role:
To support the Customer Experience Lead in maintaining and building positive relationships with existing contacts and responding effectively to all new enquiries with the aim of converting them to new training centres.
What you will be doing:
New Students
Manage incoming telephone calls from potential students, answering all queries and providing appropriate guidance to those pursuing counselling training
Manage voicemail from potential students, returning calls and where possible engaging in conversations to answer queries and provide guidance
Follow up conversations with email confirming all information and survey links
Respond to potential student emails, providing information, guidance, and survey links
Consult with Customer Experience Lead and other relevant teams to support potential candidates
Existing Students
Where appropriate forward voicemails or emails from existing candidates to the appropriate team
Record details of any student’s telephone with complaints. Create file notes and forward to the appropriate team
CPCAB Approved Centres
Engage as and when required with personnel in CPCAB approved training centres, under the guidance of the Customer Experience Lead- Including:
Attending meetings
Providing guidance
Coordinate onboarding meetings and ongoing support meetings
Support tutors where required
Business Development
Keep prospective customer database updated
Make cold calls for new business leads
Support in writing new business proposals
Develop knowledge of all product and service offerings of the company
Follow company guidelines and procedures for acquisition of customers, submission of tenders etc.
Research organisations and individuals online to identify new leads and potential new markets
Contact potential customers via email or phone to establish rapport and set up meetings
Prepare presentations
Contact clients to inform them about new developments in the company’s products
Recording & Reporting
Record all relevant information from enquiries, complaints and maintain an activity log for monitoring purposes
Run reports and monitor centre activity. Report of identified trends and changes to Customer Experience Lead to action
Manage triggered emails for centre activities and report on follow-up actions to Customer Experience Lead
General Duties
Liaise and work with the Customer Experience Lead and the Business Team to manage any other required tasks
Take minutes of meetings and issue as appropriate
Develop ad hoc and routine reports from organisation data to inform future decisions and actions
Co-ordinate Customer Experience projects to ensure their completion to required timeframes
Reporting to: Customer Experience Lead
Annual Salary:£24,000
Benefits: Employee Assistance Program from BUPA, 25 days annual leave, plus bank holidays and 1 wellbeing day per year. On-site parking, Salary Sacrifice and Specsavers Voucher Schemes.
If this sounds like your ideal position, please email me, Shelley Hankins, HR Manager [email protected]’m looking forward to hearing from you.
Closing Date for CVs: 10th April 2023 We may close the recruitment process early if we receive high interest in the role, so please do not delay in submitting your application.
Job Types: Full-time, Permanent
Salary: £24,000.00 per year
Benefits:
- Additional leave
- Company pension
- Flexitime
- Free parking
- On-site parking
- Work from home
Schedule:
- Flexitime
- Monday to Friday
- No weekends
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Remote
Application deadline: 10/04/2023
