Customer Experience Advisor

Our Mission

Coventry University Group is a global education group with a mission of Creating Better Futures. We are driven by our passionate belief in the transformational power of education and research to enable and empower our students, colleagues and partners and to improve the world around them. Our people are key to our success and each role contributes to the Groups ongoing progress in communities around the world.

This role is based within CU Academic Services Ltd, a sister company of Coventry University and part of the Coventry University Group.

The Role

This role will be based in our CU Scarborough Campus.

Working within our dedicated Customer Experience team, you will be the first point of contact for students, staff, and visitors to Coventry University. You will support students with a range of day-to-day queries relating to their timetables, ID cards, and access to facilities and well as signposting to support for enquiries relating to new student enrolments or those looking to withdrawing or deferring their studies.

As well as manning the campus information points and handling face to face enquires, you will also manage the engagement team inbox, responding to and providing solutions to a variety on enquiries that may be received electronically.

As part of this role, you will also be required to liaise with other teams and departments across the group to help resolve and issues a new, current, or prospective student may have, ensuring their student journey is as seamless as possible.

Due to the nature of the Customer Service team and their responsibilities, you may be required to move across campus providing support at an alternative information point or the wider customer experience team supporting within inbound and outbound calls, in particularly around business periods such as clearing.

Our Successful Candidate

Educated to A Level or equivalent, you will have experience working in a fast paced, customer focused environment, handling a variety of different queries at once.

You will be a strong communicator and with an empathetic approach to customer service with strong people skills and the ability to handle complex situations. It requires someone who can effectively deal with issues and proactively to prevent complaints. Confidence is essential, you must be able to manage high workloads and perform well under pressure.

Interpersonal skills are necessary for building and maintaining positive relationships. This role is perfect If you are a proactive, confident individual who thrives in a fast-paced environment and excels at relationship building.

You will have a flexible approach to hours of work within a 5/7 working pattern to include evenings and weekends, as required with a willingness to travel for work associated with the role.

This role is a customer facing role and will require you to be onsite.

The Benefits

As a staff member of CU Academic Services Limited, you will have access to a wide range of industry leading rewards and benefits which includes:

• Excellent Employers Pension Contribution
• 30 days Annual leave plus Bank Holidays
• New Holiday Purchase Scheme up to 5 additional days
• Life Assurance 4 x Salary
• BUPA Cash Plan
• 50% off Tuition Fees for staff dependants
• CU Reward Scheme Discounts across a range of High Street/ Online Retailers
• New Electric Car Scheme
• Cycle To work scheme.

Our Culture

As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.

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