Customer Service Adviser

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LOCATION

Cheltenham, Hybrid

CONTRACT

Permanent, Full-Time

REPORTS TO

Team Leader or ESC Manager

SALARY DETAILS

£26,250 per annum

About Ecctis:

At Ecctis, our vision is to be the acknowledged global leader in the international qualifications and recognition arena. Our mission is to be the preferred source of expert advice on the recognition and comparability of qualifications and skills internationally, building on our advanced research and our established knowledge and experience of education systems across the world. Ecctis delivers a wide range of services, products, and projects in the field of international education. We help make sense of international qualifications and support a range of clients including individuals, universities, and colleges, awarding bodies and government ministries.

Purpose of role:

The Customer Service Adviser works within the Individual Service Group (ISG), within the Enquiries Service Centre (ESC) team, and acts as the first point of contact for individual users of our services from around the world – providing key support and information regarding our services, and application process, and anticipating their needs before, during and after submission of applications. You will be an ambassador of high standards of customer service ensuring first-contact resolution is prioritised in all customer interactions.

Key responsibilities:

Service delivery

Handling enquiries relating to individual applications, via a range of communication channels, within Service Levels – including phone calls, live chat, emails and online messages.
Providing support and comprehensive service information, and guidance, to customers
Building a rapport with customers and treating all customers with respect
Responding to customer complaints positively and in a proactive manner
Deliver high standards of customer service, helping Ecctis to continue to provide high standards of service as recognised through our NPS customer satisfaction programme
Perform administrative tasks associated with the role

Service integrity

Following policies and procedures and adhering to GDPR principles
Supporting with the coaching and development of colleagues, delivering feedback constructively
Updating customer records with correct and relevant information during customer contact

Contribution to the Organisation

Supporting training of new starters and colleagues
Support the wider team to respond to changing priorities and workloads to achieve Service Level Agreements (SLAs)

Other duties

Abide by Company policies and actively promote them within the team
Follow Health and Safety policies, considering your own wellbeing and that of colleagues
Undertake any other reasonable duties aligned with the role

Skills required

Strong customer service skills with a patient, supportive approach to customers from diverse backgrounds
Excellent verbal and written communication skills
Strong customer service skills with a patient, supportive approach to customers from diverse backgrounds
Ability to work in a fast-paced environment with changing priorities and worloads
High attention to detail and accuracy
Ability to multi-task across different systems and priorities
Confidence in using different technologies to support customers
Ability to work effectively as part of a team to achieve SLAs

Person specification

Supportive and cooperative team member
Self-motivated and takes ownership of personal development
Target-driven, working to agreed KPIs
Passionate about customer service and customer experience
Committed to continuous improvement
Embraces change and progress
Uses feedback positively
Interest in education and/or international mobility

Please note: This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.

Education and qualifications

Degree educated (desirable)
Minimum Level 3 qualification (e.g. A Level, Level 3 NVQ, Level 3 National Diploma), including GCSE English and Maths
Demonstrable experience in a fast-paced customer service environment, preferably multi-channel support and administration

Employee benefits

25 days annual leave plus swappable bank holidays, as well as additional 3 days gifted for the Christmas office closure
Life assurance of 3 x basic salary for members of the pension scheme
Vitality Private Health and BUPA Dental Care Scheme with employee contribution
Enhanced maternity pay
Employee Assistance Programme
Cycle to Work Scheme
Octopus EV scheme

Please note: All applicants must hold a current permit or visa showing their right to work in the UK. The onboarding process will include Basic DBS screening Ecctis

This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.

Employee ownership trust:

As an Employee Ownership Trust, we do things a little differently from some other organisations. Every one of our employees has a voice and our people are highly motivated and committed. Our structure allows for our combined success as an organisation to be shared equitably across the Company. The trust is indirect, meaning that eligible employees are not shareholders directly, however they are held ‘in-trust’ by the Trust’s Board of Directors.

EDI statement:

Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness. The core of our work involves working internationally with individuals all over the globe with different backgrounds. In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race (including colour, nationality, and ethnic or national origin), sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability. We recruit purely on merit and skills.

Our Values