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For Companies At a Glance
- Tasks: Deliver exceptional customer service and support across various NOCN business 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 work-life balance.
- Why this job: Make a real impact by helping diverse customers and enhancing service delivery.
- Qualifications: 2 years' experience in customer service and good knowledge of Microsoft Office.
- Other info: Be part of a supportive and inclusive team with excellent career development opportunities.
The predicted salary is between 30000 - 35000 ÂŁ per year.
NOCN Group is an international charity which delivers futureâfit 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 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 highâquality 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, Honest, Ethical, Sustainable, Respectful, Innovative.
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.
- 35-hour working week.
- Flexible working for a better workâlife balance.
- Buy/Sell Annual leave.
- Flexible bank holidays for religious holidays.
- Pension scheme.
- Wellbeing support.
- 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 if 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 (FTC 12 Months) 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 (FTC 12 Months)
â¨Tip Number 1
Get to know the company inside out! Before your interview, check out NOCN Group's website and social media. Understanding their mission and values will help you connect your experience with what theyâre all about.
â¨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when discussing how you handle enquiries and complaints during the interview.
â¨Tip Number 3
Show off your soft skills! When youâre in the interview, highlight your ability to build relationships and communicate effectively. NOCN values a professional customer experience, so make sure to share examples of how you've exceeded customer expectations.
â¨Tip Number 4
Donât forget to ask questions! Prepare some thoughtful questions about the role and the team. This shows your interest and helps you figure out if NOCN is the right fit for you. Plus, itâs a great way to demonstrate your enthusiasm!
We think you need these skills to ace Customer Co-ordinator (FTC 12 Months)
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Co-ordinator role. Highlight your experience in customer service and any relevant skills that align with NOCN's values and objectives.
Showcase Your Skills: Donât just list your skills; demonstrate them! Use specific examples from your past experiences to show how youâve delivered excellent customer service or handled enquiries effectively.
Be Professional Yet Personable: While we want to see your professional side, donât forget to let your personality shine through. NOCN values a supportive and respectful environment, so showing your enthusiasm for helping others can make a great impression.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way to ensure your application gets to the right people and shows your genuine interest in joining the NOCN team!
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 and its mission. Understand their values and how they deliver skills solutions. This will help you align your answers with their objectives and show that you're genuinely interested in the role.
â¨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you took ownership of enquiries and exceeded expectations, as this is key for the Customer Co-ordinator role.
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. If you have experience with card schemes or similar systems, be ready to share that knowledge.
â¨Prepare for Scenario Questions
Expect questions that assess how you would handle specific customer scenarios, such as complaints or high volumes of enquiries. Practise your responses to demonstrate your problem-solving skills and ability to manage stress in a busy environment.