Customer Coordinator

Can you be responsible for the delivery of a professional customer service – exceeding our customer’s expectations, whether through taking ownership of customer enquiries, or through the accurate and timely processing of our products and services?

Due to continued growth, we have an exciting new opportunity for a Customer Co-ordinator to join our team in King\’s Lynn. Reporting to the Customer Service Team Leader and working closely with our CPCS Team, you will be responsible for supporting the delivery of NOCN Group\’s professional customer service.

This role will suit someone who is enthusiastic about learning and wants to get involved in all aspects of customer service to gain experience and progress their career.

Why NOCN Group?

NOCN Group is an educational charity whose core aims are to help learners reach their potential and organisations thrive. The group includes business units specialising in regulated UK and international qualifications, End Point Assessment, assured short courses, SMART job cards, assessment services, consultancy, and research.

A career at NOCN Group offers you the chance to be part of a fast-growing, international educational non-for-profit. Plus, there’s lots of other great benefits which can be viewed on our website at:

NOCN Group has been named amongst the Best Medium-sized Organisations in the UK as one of Sunday Times’ Best Places to Work 2024 list.

Purpose and Objectives:

• Responsibility for the delivery of a professional customer experience – exceeding our customer’s expectations, whether through taking ownership of customer enquiries, or through the accurate and timely processing of our products and services.
• A Customer Co-ordinator will work within NOCN Group, providing a front-line and professional service to all customers across all business functions.
• Dealing with cardholders, employers and third parties across NOCN card schemes to address scheme enquiries, account enquiries or in support of their applications.
• Dealing directly with individual customers in support of scheme applications or providing advice and guidance about scheme rules and qualifications.
• Dealing directly with employers seeking advice and guidance regarding the scheme and or learners.
• Dealing with internal customers – building relationships and working in partnership with the Product and Quality Assurance Teams, and other front-line staff in NOCN Group.
• Processing the financial elements of the schemes, including taking payments, validating application forms, and inputting data, all of which ensures an excellent customer experience, GDPR compliance and maximisation of income accuracy.
• Supporting customers in the effective use of NOCN systems, including portals, applications, and digital platforms – providing guidance, troubleshooting support, and ensuring a smooth and accessible user experience.

Duties and Responsibilities:

• Provide accurate advice, guidance and information to internal and external customers in line with
• organisation rules, policies, procedures and values.
• Accurately capture customer information and process financial transactions as per work instructions
• and corporate guidelines.
• Take ownership over each customer experience, ensuring the customer receives an excellent
• standard of service every time through whichever media it comes into the business. Be able to take
• Customer Co-ordinator
• a high volume of calls, work under pressure, manage and input into systems, manage emails and
• differing workloads in a multi-skilled environment
• Resolve enquires first time.
• Ensure delivery of workload is completed to required specifications, service level agreements,
• benchmarks and quality standards.
• Work with team members to generate ideas for on-going and continuous improvement to service
• delivery.
• Develop a comprehensive knowledge of the service/product area being supported and
• understanding the products and services supported by NOCN Group as a whole.
• Actively participate in team meetings – suggesting ways of improving the efficiency of the team and
• the quality of service provided.
• Meet, and consistently strive to exceed, customer expectations internally and externally.
• Deal with complaints ensuring a resolution is sought and actioned.
• Escalate issues that impact on the customer experience, or business effectiveness, immediately to
• a Team Leader.
• Review and take appropriate action on assessments flagged for potential malpractice by the remote
• proctoring system, ensuring timely resolution in line with agreed service levels.
• Process customer information accurately and efficiently.
• Representing the Customer Services team on projects internal and external as required.
• Any other duties as required by line manager.

Key Requirements, Qualifications and Knowledge:

The successful candidate must:-

• Be educated to Level 2 in Literacy and Numeracy.
• Experience of working with diverse customers and stakeholders.
• Minimum 2 years working in a call centre environment, or similar.
• Have knowledge of Microsoft office.
• Have excellent communication skills.
• Excellent planning and administration skills
• Precise and exact attention to detail.
• Commitment to the highest standards of quality in work.

The following qualifications/experience are desirable but not essential to the candidate\’s application:-

• Customer Service Qualification.
• Experience of working with card schemes/or Awarding organisations.
• Knowledge of the construction/education sector.

Application Instructions:

NOCN is a registered educational charity, Investor in People and Leader in Diversity. We welcome applications from people of all backgrounds, especially those under-represented in the sector. We want the best people and welcome all equally.

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.

If this sounds like the job for you, please send your completed Equal Opportunities Monitoring Form, CV and a covering letter, explaining why you are the best fit for the role, to:

Please specify the role that you are applying for in the subject header of the email