Customer Engagement and Support Advisor

Job Title: Customer Engagement and Support Advisor

Location: London E8 1NG

Salary: £25,000 per annum

Job Type: Full Time, Permanent

Working Hours: Monday to Friday

Are you passionate about making education accessible to all? Do you enjoy collaborating with a team, solving problems and making things run smoothly behind the scenes? If so, we want you to be part of our energetic and student-centred team! Join Study Tech as a Customer Engagement and Support Advisor and become an essential part of our mission to empower disabled students through assistive technology.

Study Tech is a social enterprise dedicated to facilitating the academic performance of disabled students. Our focus is on providing students with the necessary assistive technology training to support them in their studies, removing and reducing the impact of barriers to learning. Working with us you have the power to make a real difference in the lives of students requiring assistive technology.

As a Customer Engagement and Support Advisor you’ll be at the heart of delivering exceptional support to students, trainers, and subcontractors. You’ll connect with people, solve challenges, and help ensure everything runs like clockwork!

Please note that this is an officed based role, however after the initial probation period there will be an opportunity to work from home some days.

About the Role:

Working with Study Tech you will enhance student experiences while driving program growth through exceptional service delivery. In this role, you'll be at the intersection of student success and technological empowerment, helping transform educational experiences of DSA students. As a Customer Engagement and Support Advisor, you'll liaise with students to guide them through the journey of accessing our services, booking their training and ensure exceptional service delivery.

Key Responsibilities:

Customer Experience and Growth:

• Create positive, memorable interactions through professional phone and email communication
• Transform student concerns into opportunities for enhanced support
• Proactively engage with students to maximise support access
• Identify customer needs and recommend additional support services that could benefit students
• Collaborate with the team to come up with fresh ideas to improve how we connect with students

CRM Management and Support Coordination:

• Manage ATT orders by updating them and tracking them in our CRM
• Organise AT Training booking and support allocation
• Master session allocation to maximise student success and training capacity
• Drive student engagement through strategic communication campaigns
• Proactively reach out to students who haven't initiated their support services
• Maintain detailed digital records of student interactions in our custom CRM
• Track conversion rates and support the monitoring of metrics and KPIs
• Actively ‘chase’ the students who have not yet taken up their support

Trainer and Sub-Contractor Support:

• Build strong relationships with trainers and sub-contractors
• Optimise resource allocation to maximise support effectiveness
• Manage trainer calendars to ensure optimal availability
• Support student/trainers’ communication and queries while maintaining service quality

Process Improvement and Reporting:

• Monitor day to day activities to identify areas for improvement
• Help track and reporting of all non-conformances for the department
• Ensure compliance to all SOPs so everything is running smoothly and efficiently

About you:

Required Skills:

• Strong ability to communicate value and build trust through authentic interactions, to help customers sign up to our service
• Outstanding communication and customer relationship skills
• Natural talent for identifying and addressing customer needs
• Being able to explain technical solutions in clear, accessible language
• Exceptional organisational skills
• Strong time management skills
• Excellent at written and phone communications 
• Attention to detail
• Ability to balance service delivery with growth objective

Systems We Use:

• Zoho CRM and Zoho TeamInbox to keep everything organized and running smoothly
• RingCentral to keep in touch with colleagues and customers
• Zoho WorkDrive for easy file sharing and collaboration

Benefits:

• 22 days of holidays a year + bank holidays. Additional unpaid holiday can be requested during summer holiday at company discretion
• Pension Scheme
• A platform to make a significant impact on students' lives
• A flexible, supportive, inclusive, and dynamic work environment
• Opportunities for professional growth and development in a socially committed and conscientious environment

If you’re ready to be part of an exciting, fast-moving team and help students and trainers succeed, we’d love to hear from you!

Please click the APPLY button to submit your CV.

Candidates with the experience or relevant job titles: Customer Service Representative, Client Services, Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Administrator, Customer Engagement Advisor, Administrator, Office Team Leader, Client Services Manager may also be considered for this role.