customer relations Stafford, England
Job description
Do you want to work for a young, growing, ethical company dedicated to excellence and team development?
Do you want to work flexibly with some of your time in the office and some at home?
Do you love working with people and helping customers?
Are you ambitious, hardworking and up for a challenge?
Are you looking for a career and not just a job?
If you can answer "yes" to these questions, read on...
The Organisation
The Retrofit Academy CIC is a national market leader in the training of domestic retrofit professionals. We are a young, dynamic, fast-growing, not-for-profit company training over 2,000 built environment professionals. We are also the UK’s Centre of Excellence for the retrofit sector. Over the next 12 months we will be continuing to expand our products and services.
We have a fantastic team combining youth and experience. We're operating flexible working with staff splitting their time between home and our offices, which are in a rural location just off J13 of the M6 between Stafford and Penkridge.
The Opportunity:
We are looking for a Customer Support Assistant to join our dynamic, friendly, and professional Learn and Membership Team. This is an exciting opportunity to join our expanding business and make a real impact delivering high quality services and support. You'll be responsible for supporting our learners and members, so you'll need to be great with people. You'll be responding to lots of questions and queries, so you'll need to have a fantastic phone and email manner. Data makes our business work, so you'll also need to be good with analysing learner data to provide insights into how we can do things better.
The Individual:
We are looking for a hard-working individual who wants to progress and build a career in customer support or operations. You must be professional, polished and polite and love working with people. You must be able to deal with stakeholders at all levels, have great attention to detail and strong admin skills. You'll need to juggle a number of tasks at any one time so the ability to prioritise and manage your time will be really important. Finally, you must be brilliant at working in a team but also happy to work on your own.
Key Responsibilities:
- Working closely with the Senior Coordinator for Learn and Membership to deliver high quality end-to-end support to learners including onboarding, organising courses, learner comms, admin and reporting
- Building relationships and engaging effectively with a wide variety of customers to provide appropriate support and advice
- Responding proactively and accurately to customer queries, working with other team members to find solutions if required
- Resolving issues and complaints in a diplomatic manner by providing customers with appropriate and accurate information
- Maintaining accurate and up to date learner data
- Registering learners with the appropriate awarding body
- Invoicing learners and ensuring bills are paid in a timely fashion
This is the right role for you if you can demonstrate the following:
Knowledge:
- An understanding of what makes good customer support and why it is important
- An understanding of CRM systems and their use in customer support and business management
- Knowledge of how to analyse data in Excel (ideally through the use of formulas, pivot tables and graphs)
Experience:
- Experience of communicating with customers in a variety of ways; face-to-face, on the phone, by video calls and by email
Skills:
- Excellent inter-personal skills
- Good admin skills
- Good IT skills, including Microsoft Office and CRM systems
- Excellent written and verbal communication skills
- Good data analysis skills
Personal Qualities:
- Customer-focused with an understanding and approachable nature
- A positive can-do attitude and a flexible approach to work
- Dedicated to providing high quality customer support
- A high degree of attention to detail and accuracy
- Able to take direction and then to manage your own workload through effective prioritisation
- Able to build great rapport with customers
- Willingness to be flexible and to adapt your style and approach to suit the task at hand
Salary: £22,000 plus contributory pension
Application deadline: 4th August 2023
Expected start date: 4th September 2023
Job Types: Full-time, Permanent
Salary: From £22,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- On-site parking
- Work from home
Schedule:
- Monday to Friday
Education:
- A-Level or equivalent (preferred)
Work Location: In person
