Customer Support Telford, England
Job description
ABOUT RTITB
With a team of experts dedicated to the common goal of keeping people safe, RTITB is the leading standards setting body for workplace transport training.
By making measurable improvements to efficiency, risk and safety, we are helping transport and logistics operations to reduce costs, but most importantly, to save lives.
RTITB has one goal – to keep people safe! As the leading accrediting body for workplace transport training, we help transport and logistics operations improve efficiency, create a culture of safety, reduce costs, and most importantly save lives.
Due to growing demand we are looking for a new person to join our dedicated Customer Support team - who handle 6000+ certification applications per month, 300+ calls and 250+ emails per day. This full time position is available from April 2023, working 37.5 hours per week (Monday – Friday), the exact pattern of hours can be discussed with the successful applicant.
Responsibilities
Reviewing and verifying training information (membership applications, exam results, training data and certificate requests) to confirm it meets RTITB’s criteria.- Issue success confirmation (certificates/emails) or send query emails and/or make phone calls to resolve any issues.
- Talking to our 700+ customers regularly (via email and phone), building a great working relationship with them ensuring legal/regulatory requirements are adhered to.
- Maintaining accurate records of all emails and calls with customers within RTITB’s bespoke CRM and associated systems.
- Communicate membership and certification application progress/outcomes to customers via telephone, some of which will include investigating potential non-compliance and delivering bad news.
- Providing information and reports to management.
- Providing 1st line support to users of our IT and software services (Android-based Training & Testing App, eLearning, Customer Portal, Training Material Portal).
Attributes of a Top Performer
Friendly and professional manner- Attention to detail
- Thrives in a busy environment
- Excellent communication skills
- Hardworking
The successful candidate will have the following (essential)
Experience of working in a fast-paced, high volume customer service environment- Determination to quickly develop a full understanding of all parts of the business
- Excellent telephone manner
- Ability to simplify and communicate complex information effectively in writing
- Ability to handle customer complaints/feedback positively and proactively
- Experience of working with Microsoft packages
- Desire to get things right first time and to continuously improve
You might also have the following (desirable)
- Experience of working in a heavily regulated sector (e.g. banking, insurance)
- Experience of working in a membership organisation
- Knowledge/experience of Warehousing, Transport and Logistics training
Join us and you’ll receive
£22,750 per annum (pro rata)- 26.5 days annual leave (pro rata) 3.5 of which are taken on fixed days determined by the company during the Christmas Shutdown plus 8 statutory UK bank holidays
- Contributory pension scheme – 4.5% contribution by employer and 4.5% by employee
- Life Assurance (2 times salary)
- Flexible working arrangements including hybrid working (up to 3 days per week following the successful probationary period)
- Annual salary review
-
Free quarterly workshops with an experienced external provide
- Free fruit at the office
- Discounted gym membership
- Access to a wide range of discounts and a wellness hub via Perkbox
- Training and development opportunities including free access to unlimited online learning via the LinkedIn Learning platform
- A friendly, caring work environment
