Customer Service Adviser

Support customers from around the world as they access Ecctis services and navigate their applications.

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SALARY

£26,250

LOCATION

Cheltenham, Hybrid

CONTRACT

Permanent, Full-Time

REPORTS TO

Team Leader or ESC Manager

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 Services Group, in the Enquiries Service Centre team, and acts as the first point of contact for individual users of our services from around the world. The role provides key support and information about our services and application process, anticipating customer needs before, during and after applications are submitted. You will be an ambassador for high standards of customer service, ensuring first-contact resolution is prioritised in all customer interactions.

Key responsibilities:

Service delivery

Handle enquiries relating to individual applications through a range of communication channels, including phone calls, live chat, emails and online messages.
Provide support, comprehensive service information and guidance to customers.
Build rapport with customers and treat all customers with respect.
Respond to customer complaints positively and proactively.
Deliver high standards of customer service, supporting Ecctis’ NPS customer satisfaction programme.
Perform administrative tasks associated with the role.

Service integrity

Follow policies and procedures and adhere to GDPR principles.
Support the coaching and development of colleagues, delivering feedback constructively.
Update customer records with accurate and relevant information during customer contact.

Contributions to the organisation

Support the training of new starters and colleagues within the business.
Support the wider team to respond to changing priorities and workloads to achieve Service Level Agreements.

Other duties

Abide by the Company’s policies and procedures and actively promote them within the team.
Abide by the Company’s health and safety policies and procedures, considering your own health and safety and that of colleagues.
Undertake any other reasonable duties as required.

Skills required

Strong customer service skills, with patience and a supportive approach to a wide range of customers from different backgrounds.
Strong verbal and written communication skills to support high standards of customer service.
Able to work in a fast-paced environment with changing priorities and workloads.
Excellent attention to detail and the ability to demonstrate high levels of accuracy.
Able to multi-task between different tasks and systems to meet customer needs.
Confident working with different technologies to help support customers.
Able to work effectively as part of a team to achieve specified Service Level Agreements.

Person specification

A supportive and co-operative team member.
Self-motivated and takes ownership of their personal learning.
Target driven and able to work to appropriate KPIs.
Passionate about customer service and cares about the customer experience.
Strives for continuous improvement, identifying opportunities during contact with customers.
Comfortable working in a fast-paced environment.
Embraces change and progress.
Uses feedback as a positive tool for change.
Has a passion for education and/or international mobility.

Education and qualifications

Degree educated, desirable.
Minimum of GCSE English and Maths at grades A* to C / 9 to 4.
Demonstrable experience in a fast-paced customer service environment, preferably in multi-channel customer support and administration in a similar environment.

Please note: All applicants must hold a current permit or visa showing their right to work in the UK.

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