Customer Support Advisor Derby, England
Job description
Customer Support Advisor - 6 month Contract
Are you pro-active and passionate with a caring and support nature with a determination to delivering a quality service for all internal and external customers? Are you confident, enthusiastic and willing to engage with learners and employers across a national remit to offer information, advice, guidance and support during their journey of Developing Better Futures with Babington?
Here at Babington we pride ourselves on delivering robust training programmes nationally across a variety of sectors and we are looking for a Customer Support Advisor to join our fantastic Customer Experience team to role model our Customer Promise and embody the pillars of customer experience.
If you have a passion for providing a memorable, effortless support service to all of our customers and learners, with a willingness to be part of a dynamic team both remotely and office based then we want to hear from you!!
Summary of Role as a Customer Support Advisor
To role model our values, working collaboratively with colleagues to deliver our customer promise. You will provide an effortless, consistent and personal customer experience to all. Operating as a trusted advisor to learners, employers, partners and colleagues in their day to day interactions with us, you will be passionate about and take ownership of their experience with us.
Brief summary of principle accountabilities of a Customer Support Advisor
- To be the first point of contact for customers, employers, learners and colleagues in the delivery of a customer experience that role models the customer promise and customer experience pillars.
- To be the first point of contact for customers across live chat functions, telephone and email.
- To be able to identify and spot opportunities for delivering value to our customers across the range of Babington’s products and services.
- To work collaboratively with sales teams to ensure leads for sales across the full range of products and services are being managed and followed up.
- To refer sales for commercial programmes and solutions, using CRM and other internal systems.
- Demonstrating care about our customer’s experience with us, you will conduct customer satisfaction surveys and learner NPS at key stages of the customer journey, via automated and direct learner contact.
- To ensure final satisfaction reviews are undertaken for all learners across commercial, skills and employability, including progression conversations and tracking which will be reported on to the business by the Customer Experience Specialist.
- To maintain regular contact new learners throughout their journey and ensure satisfaction and tracking of progress on their programme.
- When in a centre, to ensure that the welcome and experience of our customers at reception and throughout their time on site is memorable and effortless.
- To support the Operational and Sales teams in ensuring learners are progressed and supported at the start of their learning journey as well as supporting progress throughout and until completion.
- Supporting learners at risk of not achieving/leaving their programme by appropriately liaising with Performance Managers and Heads of Business when risks and issues are identified.
- Provide support for internal and external customers for progressions on their account.
- Provide first line technical support for queries from internal and external customers on systems including PICs, OneFile, Babington Online and WebEx, escalating to systems administration where required.
- Offer signposting and coordinate support for learners with additional learning needs and liaise with relevant departments.
- Ensure examinations are appropriately administrated, creating and providing invigilation packs in line with Awarding Organisation and JCQ guidelines.
- Supporting with Invigilation activity on site, or remotely as required.
Brief person Specification Essential (E) Desirable (D)
Qualifications
Grade A-C GCSE in English and maths or equivalent (E)
Level 2 Customer Service qualification or equivalent (E)
Level 3 Certificate in Information, Advice and Guidance or willingness to acquire (D)
Skills and experience
Experience of achieving deadlines and working without close supervision (E)
Experience of using CRM and other IT systems (D)
Experience of using a variety of media to provide customer service (E)
Experience of owning individual performance (E)
Ability to engage with a wide range of people and teams to fully understand how they work (E)
Ability to actively engages with colleagues and as part of a team (E)
Ability to be organised and manage own time effectively (E)
Excellent troubleshooting and problem-solving skills (D)
Takes ownership of issues to provide a resolution for a customer (E)
Ability to manage workload, time and resources effectively (E)
Ability to deliver to service and quality standards (E)
Ability to set clear expectations with customers and internal stakeholders (E)
Ability to provide a consistent customer experience for employers, candidates and partners (E)
Babington Benefits
My Babington Rewards
BUPA Healthcare
25 Days annual leave plus Bank holidays
Additional annual leave purchase scheme
Employer Pension contribution
We’ll be conducting interviews on a continuous basis and reserve the right to take down the advert when we have found the right candidate.
We are innovators in Education so why not apply now and join us in Developing Better Futures!
