Assessment Administrator in London

Circa £23,500 + benefits

12 months fixed term contract

4-day working week (32 hours per week)

Wimbledon (hybrid working)

We’ve been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We’re the professional body for HR, L&D, OD and all people professionals – experts in people, work and change. With over 160,000 members globally – and a growing community using our research, insights and learning – we give trusted advice and offer independent thought leadership. And we are a leading voice in the call for good work that creates value for everyone.

We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days’ holiday with an option to buy and sell days, £125 personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.

The role involves providing expert support to candidates and clients (B2B) throughout their assessment journey. Assessments administered by the team include Experience Assessment, Upgrading, Academic and Apprentice Assessments. This team plays a vital role in achieving CIPD’s strategic objectives such as new members, membership retention, and membership progression. The team works in a highly visible environment where the quality of each customer interaction has an impact on our brand and customer satisfaction.

What you’ll be doing:

• Providing exceptional customer service and support to all customers applying for and going through CIPD assessment.
• Ensuring all candidates data is accurately updated and managed on our internal databases and that our data quality standards are upheld.
• Working collaboratively with your immediate team and your internal stakeholders to develop strong relationships, identifying and offering support when needed and increasing awareness of customer insight, SLA’s, volume and customer trends.
• Providing a tailored service to candidates and their employers who are purchasing Group Experience Assessment, offering exceptional customer service and a pro-active approach.
• Understanding CIPD financial procedures, monitoring existing debt and being aware of cost implications for the candidate and/or CIPD when amendments are made.
• Getting involved in departmental and business wide projects, supporting in development and testing of new processes, systems and technology in order to provide feedback from a customer perspective.

What you’ll need to be successful:

• Evidence of sound customer service skills and experience – a genuine passion for speaking to customers and answering their enquiries.
• Clear and concise communications skills - ability to deal confidently with people at all levels.
• Excellent telephone call handling skills including questioning, probing, listening, establishing rapport, matching and closing.
• Collaborative approach with an ability to develop positive working relationships with team members and colleagues.
• Ability to analyse and solve problems by determining and recommending appropriate courses of action.
• High attention to detail and accuracy.
• Financially astute, with experience of invoicing and crediting processes.
• Good administrative skills and experience using customer database systems (CRM).

If this role describes you and your career aspirations, then click APPLY.

CIPD: valuing everyone as an individual!

We are committed to employment practices that promote diversity and inclusion and equality of outcomes in employment through recognising how differences can advantage or disadvantage a person.

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore, we would urge you to submit an application as soon as possible.