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- Tasks: Deliver exceptional customer service and manage enquiries across various NOCN functions.
- Company: Join NOCN Group, an international charity focused on future-fit skills solutions.
- Benefits: Enjoy 38 days of annual leave, hybrid working, and flexible hours for a balanced life.
- Why this job: Make a real impact by supporting diverse customers and enhancing service delivery.
- Qualifications: 2 years in customer service, strong communication skills, and Microsoft Office knowledge.
- Other info: Be part of a supportive team that values diversity and offers career development opportunities.
The predicted salary is between 25000 - 32000 ÂŁ per year.
NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals.
Overview of the role
We are seeking a motivated and professional Customer CoâOrdinator to join our CPCS Customer Services team. Reporting to the Customer Services and Operations Team Leader, you will play a key role in delivering high-quality services aligned with NOCN's strategic objectives.
Key Responsibilities
- Deliver a professional customer experience, taking ownership of enquiries and ensuring expectations are exceeded.
- Provide a frontâline service to customers across all NOCN business functions.
- Handle enquiries from cardholders, employers, and third parties regarding card schemes, accounts, and applications.
- Offer advice and guidance on scheme rules, qualifications, and application processes.
- Build strong relationships with internal teams (Product, Quality Assurance, and other frontline staff).
- Process financial elements of schemes, including payments, validating application forms, and accurate data input.
- Support customers using digital systems, portals, and platforms, providing troubleshooting and guidance.
- Manage high volumes of calls, emails, and system tasks in a multiâskilled environment.
- Ensure enquiries are resolved first time wherever possible.
- Deliver work in line with service level agreements, quality standards, and benchmarks.
- Contribute to continuous improvement by suggesting ideas to enhance service delivery.
- Develop and maintain knowledge of NOCN products and services.
- Participate in team meetings and contribute to improving team efficiency and service quality.
- Handle complaints and escalations, ensuring issues are resolved or referred appropriately.
- Review assessments flagged for potential malpractice by remote proctoring systems and resolve within service levels.
- Represent the Customer Service team on internal and external projects when required.
About You
- At least 2 years' experience in a call centre or similar customer service environment.
- Experience working with diverse customers and stakeholders.
- Good knowledge of Microsoft Office.
- (Desirable) Experience with card schemes or awarding organisations.
- (Desirable) Knowledge of the construction or education sector.
Why Join NOCN Group?
- Company values: Responsive, Supportive, Ethical, Sustainable, Respectful.
- We offer 38 days of annual leave; this includes 8 bank holidays and 3 closure days between Christmas and New Year.
- We can offer hybrid working.
- We can offer flexible working for a better workâlife balance.
- Buy/Sell Annual leave.
- Training and development opportunities.
- Free parking at both offices.
- Life assurance.
- Modern office spaces.
- Enhanced family leave.
- Optional taxâfree childcare schemes.
- Dress down Fridays.
Please note: Due to the high volume of applications, we can only provide feedback at the interview stage.
As a proud member of both Disability Confident and Inclusive Employers standard, we celebrate and recognise the benefits of equity, diversity, inclusion and belonging. As such, we welcome and encourage applicants from all backgrounds, and should you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will do our best to accommodate.
Customer Co-ordinator employer: NOCN Group
Contact Detail:
NOCN Group Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Co-ordinator
â¨Tip Number 1
Get to know NOCN Group inside out! Familiarise yourself with their services and values. This will not only help you in interviews but also show your genuine interest in the role.
â¨Tip Number 2
Practice your customer service skills! Think of scenarios where youâve gone above and beyond for a customer. Be ready to share these stories during your interview to demonstrate your experience.
â¨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and even tips for the interview process.
â¨Tip Number 4
Apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre proactive and serious about joining the NOCN team.
We think you need these skills to ace Customer Co-ordinator
Some tips for your application đŤĄ
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially if you've worked in a call centre or similar environment. We want to see how youâve gone above and beyond to deliver a great customer experience!
Tailor Your Application: Donât just send the same application everywhere! Take a moment to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Co-ordinator role at NOCN Group. It shows us youâre genuinely interested!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences. Avoid fluff â we want to know what makes you a great fit!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. Itâs the easiest way for us to keep track of your application and ensures youâre considered for the role!
How to prepare for a job interview at NOCN Group
â¨Know the NOCN Inside Out
Before your interview, take some time to research NOCN Group thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
â¨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences that highlight your customer service skills. Think about times when you exceeded customer expectations or resolved a difficult situation. This will demonstrate your ability to deliver a professional customer experience.
â¨Familiarise Yourself with Digital Systems
Since the role involves supporting customers using digital systems, make sure you're comfortable discussing any relevant software or platforms you've used in previous roles. If you have experience with card schemes or similar systems, be ready to talk about it!
â¨Ask Thoughtful Questions
At the end of the interview, donât forget to ask insightful questions about the team, the company culture, or the challenges they face. This shows that youâre engaged and thinking critically about how you can contribute to their success.