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- Tasks: Support customers with queries and exam administration while ensuring a seamless experience.
- Company: Join International House, a leader in language teaching and testing with over 60 years of experience.
- Benefits: Enjoy 30 days annual leave, free language training, and perks like discounts at our café.
- Why this job: Be part of a passionate team that values inclusivity and innovation while making a real impact.
- Qualifications: Strong organisational skills, attention to detail, and previous experience in an educational environment required.
- Other info: Interviews include practical tasks and checks for eligibility and references.
The predicted salary is between 28800 - 42000 £ per year.
Type of contract: Permanent, full time
Hours: 35 hours per week, plus 6 weekend exam sessions per year (paid additionally at test day rates)
To Apply: Please send a CV and Cover Letter (no more than 1000 words) outlining how you meet the criteria for the role.
About International House: We are leaders in language teaching, testing, and teacher training with over sixty years of experience. We believe that by delivering quality language and communications training, we act as a force for change, bringing people together, enhancing mutual understanding and tolerance, and unlocking individual potential.
Purpose of the Job: We are seeking a dedicated and organized Customer Experience Executive to ensure our customers have a positive and seamless experience with our services. You will be the main point of contact for our clients, addressing concerns, processing enquiries, and assisting with exam administration. You will also work collaboratively with various departments to support the efficient delivery of our services.
Key Responsibilities:
- Customer Enquiries & Secondary Services (50%): Respond to candidate queries via phone, email, and face-to-face. Process institution copies, Enquiries on Results, One Skill Retakes, and payments. Assist with complaints, transfers, and cancellations. Manage secure materials as needed and deal with and distributing post.
- Application Processing (30%): Process applications and payments through exam registration systems. Handle refunds, ID verification, and special requirements. Manage block bookings and forward them to the appropriate team.
- General Administration (20%): Answer phone calls and assist students with exam bookings. Help with test day preparation and post-test processing. Check and log live test materials, maintain stock records, and conduct security checks. Perform data entry and assist with the handling and packing of test materials.
Person Specification:
- Strong organisational and time management skills.
- High attention to detail and experience following complex systems.
- Excellent communication and customer service skills.
- Ability to work independently and escalate complex issues when needed.
- Confident in using various IT packages and handling financial records.
- Ability to prioritise tasks, work accurately under pressure, and manage numerical data.
- Flexible team player with a commitment to supporting staff, candidates, and the test centre.
- Previous experience in an exam or educational environment.
- Experience working with international clients.
What we can offer:
- 30 days of annual leave + 8 Bank Holidays
- Free language training for IH courses
- Perks at work
- 20% off all food and drink at the onsite Café
- Health Cash Plan
- Pension
- EAP by Bupa
- Cycle to work scheme
Please note: If shortlisted, the interview will include two tasks: One is based on a specific scenario related to the role. One testing your technical skills relevant to the position.
Please note that if you are successful at the interview stage all offers are subject to a right to work in the UK eligibility check, us receiving two references, a Disclosure and Barring Service Check and Police Check (if living abroad) that are considered satisfactory to IH London.
We encourage fairness and equality in our Recruitment and selection process. Our shortlisting and interviewing will be carried out by more than one person: Internal members of interview panels are informed about the company’s recruitment and selection of staff policy. Interview questions will be related to the requirements of the job and not of a discriminatory nature.
International House London’s Values: Ethical, Inclusive, Innovative, Passionate, Professional.
We are always happy to help you. Contact our team who can speak many languages.
Customer Experience Executive – Exams Team employer: International House London
Contact Detail:
International House London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive – Exams Team
✨Tip Number 1
Familiarise yourself with the exam processes and customer service expectations in the education sector. Understanding the specific challenges faced by candidates can help you provide tailored support during your interactions.
✨Tip Number 2
Practice your communication skills, especially in handling complaints and queries. Role-playing different scenarios with a friend can boost your confidence and prepare you for the types of situations you might encounter in this role.
✨Tip Number 3
Get comfortable with the IT systems commonly used in exam administration. Familiarity with data entry and financial record management will give you an edge, as these are crucial aspects of the job.
✨Tip Number 4
Showcase your organisational skills by preparing a mock schedule for managing multiple tasks. This will demonstrate your ability to prioritise effectively, which is essential for the Customer Experience Executive role.
We think you need these skills to ace Customer Experience Executive – Exams Team
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Experience Executive role. Focus on your organisational skills, customer service experience, and any previous work in educational or exam environments.
Craft a Compelling Cover Letter: In your cover letter, clearly outline how you meet the criteria specified in the job description. Use specific examples from your past experiences to demonstrate your ability to handle customer enquiries, manage applications, and work collaboratively.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've successfully resolved customer issues in the past.
Proofread Your Application: Before submitting, take the time to proofread your CV and cover letter. Check for spelling and grammatical errors, and ensure that all information is accurate and well-presented. A polished application will make a strong impression.
How to prepare for a job interview at International House London
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Customer Experience Executive in the Exams Team. Familiarise yourself with the key tasks such as handling enquiries, processing applications, and managing exam administration. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Prepare for Scenario-Based Questions
Since the interview includes a scenario-based task, think about potential situations you might face in this role. Consider how you would handle customer complaints or manage exam-related queries. Practising these scenarios can help you articulate your thought process during the interview.
✨Showcase Your Communication Skills
As a Customer Experience Executive, excellent communication is key. Be prepared to discuss your previous experiences where you successfully resolved customer issues or collaborated with teams. Use clear and concise language during the interview to reflect your strong communication abilities.
✨Demonstrate Your Organisational Skills
Highlight your organisational and time management skills by providing examples from your past work. Discuss how you prioritise tasks and manage multiple responsibilities, especially under pressure. This will show that you can handle the demands of the role effectively.
