Customer Support Advisor Training Providers and Employers

HMNB10002_1547143069
Up to £22000 per annum

The City Permanent £22kpa

Hunter Merrifield are excited to be working with one of the UK's leading qualification and membership bodies in vocational studies. They pride themselves on providing qualifications which meet the needs of both the employer and employee.

The successful candidate will provide members with high-quality customer service and be a strong member of a large, fun but hard working team.

Major objectives
To contribute to the achievement of the organisaton's business plan objectives and the efficiency and effectiveness of the organisation by:
* Contribute to the provision of excellent support and service to training providers by ensuring the tasks of the Customer Support team are carried out promptly and efficiently.
* Maintain good communications with other teams to ensure a coordinated approach to all organisations's activities.

Responsibilities

* Communicate effectively, promptly, courteously, and accurately with customers regarding assessment operational matters.
* Handle confidential information securely and discreetly.
* Recognise and refer sensitive issues arising from internal or external stakeholders to the Customer Support Manager (Training Providers and Employers), as appropriate.
* Be familiar with, and confident in using, the computer based SecureAssess and LearnPlus assessment platforms.
* Perform duties relating to quality assurance processes before and after assessments have taken place.
* Deal with invoice queries related to assessments in a timely manner.
* Assist in the development and testing of software.

Communication

* Ensure communications from stakeholders are responded to within the team's service level agreement.
* Log all communications with training providers and students on the CRM system in an accurate and timely manner.
* Be the contact for a specified regional account manager within the Business Development team and assist them with technical queries from training providers.
* Pass on any pertinent information to the Regional Account Manager that relates to training providers within their region.
* Manage the admin for the network meetings within a specified region, i.e. liaise with the Events Assistant to set up events on CRM, draft agendas, and network minutes, and despatch all network communications in a timely manner.
* Be familiar with, and confident in using, WebEx system.
* Attend events where required.

Customer support
* Contribute to the achievement of business plan targets, for example through contributing to specific projects.
* Identify areas of work which can be improved and developed to ensure the objectives and targets of the team are achieved.
* Contribute to support initiatives for the training providers.
* Assist the Customer Support Manager with activities relating to the research and development of new support and services for training providers, including taking responsibility for projects as and when required.

Essential

Microsoft packages - Word, PowerPoint, Excel
Use of email via Outlook
Use of internet

Skills
Good verbal and written communication
Good listening skills
Good organisational skills
Accuracy when inputting and recording information

Experience
Customer service
Using Microsoft packages - Word, Excel and Outlook
Use of email and internet
Administration

Aptitude
Customer centricity - strong customer focus both internal and external
Ability to organise with attention to detail
Ability to work on own initiative and as part of a team
Ability to meet deadlines
Ability to pass on clear information to others
Ability to take ownership and responsibility
Customer centricity - strong customer focus both internal and external
Professional approach to work and to dealing with customers

Desirable

Education - A Level or equivalent

If you feel you have the right skills and experience and are looking for an opportunity to grow within a dynamic team, please apply today!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.