Student Support Officer London, England
Job description
***LONDON CITY CENTRE OPPORTUNITIES***
***HYBRID WORKING***
ABOUT BPP
BPP is a global education provider delivering a full-range of qualifications for professionals at every stage of their career. This includes professional qualifications, university degrees, apprenticeships, work-based learning, and accredited short courses. Established for over 40 years, we deliver courses in law, accountancy, technology, management, nursing and more. Our education is delivered to be as real-world, relevant and innovative as possible
BACKGROUND
You are the owner of the student’s wish. You make things happen and put smiles on faces. You’ll be helping our students get the answers and information they need to learn, developdevelop, and progress.
From timetables, programme queries and course deadlines, to bookings and payments, you’re an oracle of epic proportions. If you went on Mastermind, your specialist subject would be BPP.
You’ll be providing friendly and professional support to BPP customers via a variety of methods including telephone, email and face to face. Your days will be fast-paced and full of variety. You’ll have a collegiate team around you, all working together on one common goal: delighting customers with the information they need.
We are seeking individuals who thrive on working in a vibrant and dynamic performance managed customer service environment
PRINCIPAL JOB ELEMENTS AND RESPONSIBILITIES:
The Student Support Officer is the first point of contact for all BPP University students. The overall aim is to resolve all student queries efficiently and ensure student are satisfied with BPP’s products and services.
The main responsibilities include but are not limited to:
To respond to student queries via various channels in a timely manner, either via phone, email or face-to-face.
2. Consistently providing a high-quality service to all students
3. Taking accountability for a student’s query and escalating to the appropriate team, where necessary.
4. To work independently and use own initiative when dealing with unexpected student problems and emergencies, referring more complex problems to the appropriate manager.
5. Maintenance of student data and systems as required.
6. Keeping up to date with any changes to BPP’s products/services or processes/procedures and to ensure compliance with relevant University policies and procedures (training will of course be provided)
7. Being flexible and adaptable, in order to effectively support and contribute to developments and improvements
8. Dealing with emergency issues that may arise as and when required to ensure students are emotionally supported and prepared for learning in a safe environment. Responding immediately to Safeguarding issues
9. Being empathic to individual customer requirements and emotional states, while ensuring customer requests are handled firmly and sensitively.
BENEFITS AND REWARDS
28 Days Annual Leave (+5 days after 5 years’ service)
BPP Rewards & Offers
Access to a wide range of courses via our study scheme once completed probation
Private Medical and Dental insurance
See more information on all benefits here: https://www.bpp.com/about-bpp/careers/benefits
SKILLS, KNOWLEDGE, QUALIFICATIONS
Desirable Skills:
· A genuine interest in helping customers and providing an excellent customer experience
· Experience of working cooperatively, flexibly, and effectively, as part of a team and be able to demonstrate individual accountability
· Excellent communication skills, including the ability to communicate effectively with customers and external enquirers
· Previous customer service experience handling a high volume of queries
· Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining attention to detail
· Positive, responsive, and approachable attitude to conflicting customer demands
· Ability to absorb, retain and deliver information in order to best advise our customers
· The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
· Demonstrate resilience with difficult customer conversations
If you don’t have all the above don’t worry, we will train you, we will develop you and we will support you in reaching your full potential. We are seeking individuals with the right attitude, ability to retain knowledge, ability to communicate well and prioritise effectively.
Apply now without delay.
Job Type: Full-time
Salary: £25,000.00-£26,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Transport links
Schedule:
- Monday to Friday
Work Location: Hybrid remote in London
