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- To respond to student queries via various channels in a timely manner, either via phone, email or 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 and emergencies, referring more complex problems to the appropriate manager.
- Maintenance of student data and systems as required.
- Keeping up to date with any changes to the company's products/services or processes/procedures and to ensure compliance with relevant policies and procedures
- Being flexible and adaptable, in order to effectively support and contribute to developments and improvements
- 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
- 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
