At a Glance
- Tasks: Deliver exceptional customer service and manage enquiries across various NOCN functions.
- Company: Join NOCN Group, an international charity making a social impact through skills solutions.
- Benefits: Enjoy 38 days of annual leave, hybrid working, and flexible hours for work-life balance.
- Other info: Opportunities for career growth and contributions to continuous improvement.
- Why this job: Be part of a supportive team that values respect, sustainability, and ethical practices.
- Qualifications: Level 2 in Literacy and Numeracy with 2 years' customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals. To find out more, visit our website.
Overview of the role
We are seeking a motivated and professional Customer Co-ordinator - 12 months Fixed Term 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 front-line 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 multi-skilled 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
- Be educated to Level 2 in Literacy and Numeracy.
- Have at least 2 years’ experience in a call centre or similar customer service environment.
- Have 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.
What we can offer you
- 38 days of annual leave including 8 bank holidays and 3 closure days between Christmas and New Year.
- Hybrid working.
- Flexible working for a better work-life balance.
- Buy/Sell Annual leave.
- Life assurance.
- Enhanced family leave.
- Cycle to work scheme.
- And more!
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 - Fixed Term employer: NOCN Group
NOCN Group is an exceptional employer that prioritises a supportive and inclusive work culture, offering a generous 38 days of annual leave, hybrid working options, and flexible hours to promote a healthy work-life balance. Employees benefit from continuous professional development opportunities and are encouraged to contribute to service improvements, making it a rewarding environment for those passionate about delivering impactful customer service in the education and training sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Co-ordinator - Fixed Term
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like NOCN Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like NOCN Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Co-ordinator - Fixed Term
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to NOCN Group.
How to prepare for a job interview at NOCN Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in NOCN Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services NOCN Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
