Customer Support Assistant
Customer Support Assistant
Salary: £18,000 permanent
Skillsfirst Awards is an awarding organisation and approved End-point Assessment Organisation. We are committed to designing and developing a range of nationally recognised qualifications and assessments, which make a genuine difference, inspiring people to fulfil their personal goals and drive their careers forward.
Our passionate and talented team have an in-depth understanding of the world of work-based learning. We use this knowledge to deliver a simple, seamless service with our learners at heart.
Our aim is to ensure that working at Skillsfirst is a rewarding experience. We look to recruit dynamic, enthusiastic, motivated people to work with us, we are an equal opportunities employer and encourages applications from people of all backgrounds and ages.
We recognise that it is important for our team to have a solid understanding of the products and services we provide, therefore all new team members will be provided with full training and support.
The purpose of this role is to support business operations ensuring excellent customer service levels are achieved, including:
To ensure the provision of excellent customer service
- Reception duties
- Effective management of customer enquiries/queries including first point of contact for telephone enquiries and the customer service email accounts within set KPIs
- Provide exceptional support to customers in relation to Skillsfirst systems enquiries
- Responsible for the effective running of meeting rooms, including; room bookings, lunch orders, the provision of additional refreshments on the day and the maintenance of rooms at the end of meetings
- Become highly proficient in the use of all systems i.e. REG, QMIS, digital certificate software, VERifirst, XAMS and ProctorExam (training provided)
- Develop and maintain a thorough understanding of and adhere to Skillsfirst policies, procedures and the operations manual
- Develop and maintain a thorough understanding of and adhere to the General Conditions of Recognition
To carry out administrative duties to support with the scheduling of proctor exam bookings
- Online proctor calendar bookings
- Schedule proctor bookings accurately in XAMS, within set timescales
- Ensure sufficient proctor resource weekly, including calendar confirmation
- Assign proctors to learners in ProctorExam accurately, within set timescales
- Support Proctors during live exam sessions
- Support Functional Skills Manager as and when required
To carry out administrative duties to support the provision of excellent customer service
- Print, quality check and despatch certificates within set KPIs
- Process, validate and rectify errors with registration and certification files
- Maintenance of internal databases
- General administration / data entry; registration/certification process; transfers, withdrawals, name changes, replacement/duplicate certificate requests, learner merges
- Review and rectify error files from Learning Record Service (LRS)/PLR
- Incoming and outgoing post distributed accordingly
- Printing of delegate packs and conference materials as and when required
- Maintain adequate supply of stationery items (including sufficient stock of certificates)
- Effectively maintain office equipment i.e. photocopier, telephones, printers etc.
- Filing and photocopying when required
- Undertake project work activities, if and when required
- Contribute to internal and external audits when required
The key competencies required are:
- Minimum level 2 Customer Service/Business Admin or equivalent
- Attention to detail
- Ability to work to agreed timescales
- Ability to work independently
- Excellent data entry skills
- Excellent organisational skills
- Strong communication skills
- Maintain and develop effective working relationships internally and externally
- Work well under pressure
- Experience in a customer facing role
- Working knowledge of Word/Excel
Desirable
- Experience in the education/training sector
If you are interested in moving your career forward and would like to apply for this post, please send your CV and a covering letter to cherylcollett@skillsfirst.co.uk
Skillsfirst Awards is an equal opportunities employer and encourages applications from people of all backgrounds and ages.
Closing date: Friday 30th July 2021
Interviews will take place remotely week commencing 2nd August 2021
