Customer Service Advisor Bournemouth, England
Job description
Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.
As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.
From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.
Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need.
With rapid expansion well underway, you could become a part of the online solution to educational needs.
This is a new role being established to create a compliance function to facilitate growth of the business within financially regulated frameworks.
It is an opportunity to influence, develop and manage new procedures and controls, working closely with the group CFO and alongside commercial operations newly subject to FCA governance.
We're looking for a Customer Service Advisor to join our existing team in our Bournemouth office!
About the Role:
- To be first line of contact for all learners requesting assistance or support with their studies
- Ensuring learners have every possible support required to complete courses as smoothly and as successfully as possible
- To liaise with other relevant departments to ensure resolution of query including finance and sales.
- Provide 1st class customer service regarding all general enquiries including payments issues, certification, cancellations, system issues etc.
- Be proactive and have a unique approach to improving the customer journey
- Managing customer issues efficiently and resolving them to a conclusion where necessary
- Achieving set objectives and productivity targets
- Respond to learners within SLA where enquiries may come in via email, phone or post.
- Develop and maintain excellent working relationships with all other departments, our customers and external suppliers
- Work with the finance department to resolve learners payment agreements.
- Promote a positive reputation for the company by encouraging Trustpilot reviews are left by our learners.
- Conduct yourself in line with the company policies and values.
- Complete adhoc administration work as requested.
- Switch between customer service workflows when necessary.
Requirements
- A broad understanding of computer systems, applications, and operating systems.
- Financially astute and achievement driven.
- An understanding of confidentiality and the ability to show tact and diplomacy when dealing with a wide range of people and personalities.
- Willingness to take part in additional training as and when new skills may be required for the better performance of the role.
- Happy to be a key ambassador of the business in all dealings
- Be able to think quickly to resolve a number of different enquires.
- Effective communicator who presents well at all levels.
- Good personnel engagement skills over the telephone and email.
- Good written communication skills on paper and via IT systems.
- Friendly, outgoing, and helpful disposition with ability to work with people of all ages and backgrounds
- Organized approach but ability to be flexible and multi-task.
Why work with us?
- Complete a course of your choice after your probation period
- Customer Service Bonus Schemes - £26,000 OTE
- Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day
- £50 Amazon thank you Voucher for your birthday
- Company pension scheme
- Employee Assistance Programme
- Perkbox Corporate Perks
- Refer a friend scheme
- Inclusive culture and positive working environment
- Staff social events
We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.
Job Type: Full-time
Salary: £21,000.00-£23,000.00 per year
Benefits:
- Additional leave
- Employee discount
- Referral programme
- Work from home
Schedule:
- Day shift
Supplemental pay types:
- Bonus scheme
- Performance bonus
Work Location: One location
Reference ID: LD022
