Customer Service Advisor

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LOCATION

Office, Hybrid

CONTRACT

Full-Time, Perm

REPORTS TO

ESC Manager or Team Leader

SALARY DETAILS

£25,054

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 purpose of this role is to act as the first point of contact for individual users of our services from around the world. This role involves providing key support and information regarding our services and application process, alongside anticipating their needs before, during and after submission of applications.

You will be an ambassador of high standards of customer service with the single aim of working to first contact resolution response.

Key responsibilities:

Handling enquiries relating to individual applications, via a range of communication channels, including: Phone calls, Online / web messages (to meet current KPIs), Emails, Live chat
Performing administrative tasks associated to the role
Providing supportive and comprehensive service information, and guidance, to customers
Building a rapport with customers
Responding to customer complaints
Deliver high standards of customer service
Updating customer records
Following policies and procedures, and adhering to GDPR requirements
Supporting the wider team to respond to ever changing priorities and workloads
Supporting with training new starters and colleagues within the business

Skills required:

Excellent interpersonal, verbal and written communication skills, including a very good telephone manner
Proven experience in customer service
Able and experienced working in a fast-paced environment
Is patient, caring and positive with our customers
An enthusiastic, positive, and reliable member of the team with an open-minded attitude
An organised and proactive person who is self-motivated and able to take ownership of their personal development
Target driven – working to KPI’s
Able to multi-task between different tasks (e.g. phone calls / messages)
Competent working with multiple IT systems simultaneously
Excellent attention to detail
Work effectively as part of a team

Person specification:

Team player
Excellent communicator
Dedicated to delivering a high standard of customer service
A supportive and co-operative team member
Passionate about customer service
Strives for continuous improvement
Solutions-driven
Takes responsibility for their own and the wider team’s workload, ensuring SLAs are achieved
Always demonstrates respect for others
Comfortable with 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
Open and quick to learn to learn multiple IT systems

Education and qualifications:

Degree educated (desirable)
Minimum of Level 3 qualification – eg. A Level, Level 3 NVQ, Level 3 National Diploma – including GCSE English and Maths
Demonstratable experience in a fast-paced customer service environment – preferably handling telephone calls 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.

Employee benefits

25 days annual leave entitlement (pro-rata for part-time)
Additional 3 days off for winter office closure
Christmas eve half day
Holiday carry over up to 5 days
Company pension scheme; entry contribution rate of 3% with a 5% company contribution. Company will also match employee contribution up to a maximum of 10%
Life assurance of 4x basic automatic membership
Group Income Protection cover providing 75% of salary up to 5 years; automatic membership
Group Critical Illness cover 1x basic salary, automatic membership
Vitality private healthcare benefit in kind; optional membership
BUPA dental care scheme benefit in kind; optional membership
Employee Assistance Programme available to all employees
Cycle to Work salary sacrifice scheme
Electric Vehicle salary sacrifice scheme
Enhanced maternity, paternity and adoption leave pay
Swappable bank holidays
Hybrid working as standard
Mental Health First Aiders and support events
Paid volunteering hours
Discounts and savings through BNH Extras
Eye care contribution
Flu vaccination voucher during winter season
Learning budget per employee and company-wide learning and development programmes
£25 per person per quarter for staff team lunch
Financial contribution to home working equipment
Regular company social events
Weekly fruit delivery
Mango Language learning tool
Subsidised tickets for Cheltenham Literature Festival
Employee referral scheme

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.

This role profile sets out the scope and main duties of the post at the date when the role was created or last reviewed. Such details may vary on occasion without changing the overall scope of the role or level of responsibility required. 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.

Ecctis Ltd is committed to providing a workplace free from discrimination or harassment. We expect every employee to do their part to We are an equal opportunities employer, ensuring that there is no bias on gender (or gender reassignment) race, sexual orientation, disability, age, religion or belief. We recruit purely on merit and skills.

Our Values