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- To respond to student queries via various channels in a timely manner, either via phone, email or sometimes even face-to-face
- Consistently providing a high-quality service to all students
- Taking accountability for a student’s query and escalating to the appropriate team, where necessary.
- To work independently and use own initiative when dealing with unexpected student problems, referring more complex cases to the appropriate manager.
- Maintenance of student data and systems as required.
- Proactively keeping up to date with any changes to products/services or processes/procedures and to ensure compliance and best practice with relevant University policies and procedures
- Be flexible and adaptable to effectively support and contribute to developments and improvements within the business and team
- 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 any Safeguarding issues
- Being empathic to individual customer requirements and emotional states, while ensuring customer requests are handled firmly and sensitively.
- Other activities as and when required by the company
- Experience of working in a contact center environment
- Thrive on working in a fast-paced performance managed, demanding customer service business.
- Experience of working cooperatively, flexibly, and effectively, as part of a team whilst being able to demonstrate individual accountability
- Excellent communication skills, including the ability to communicate effectively and professionally with customers and external enquirers
- Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining excellent and accurate attention to detail
- Positive, responsive, and approachable attitude to conflicting customer demands
- Ability to absorb, retain and deliver information clearly, simply and accurately in order to best advise our customers
- The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
