Customer Service Advisor

City and Guilds Training is looking for a Customer Care Advisor. If you have excellent customer service skills and a great telephone manner, then this opportunity may be what you are looking for. We are offering this amazing opportunity to join our rapidly growing business. Trade Skills 4U (part of City & Guilds Training) specialise in electrical training, offering a wide range of electrician courses in the UK for new entrants, existing electricians, and companies from our state-of-the-art training centres. Over recent years, TS4U has helped thousands of people gain valuable knowledge, experience, and the qualifications they need to pursue successful careers in the electrical industry.

Successful candidates will become a part of our friendly team located in our offices in Crawley / Gatwick. You will be responsible for providing first-class customer-focused interactions. We are interested in speaking to candidates who have a passion for great customer service and are results-driven.

City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful, any adjustments needed to support you in your role. This appointment will be made on merit. We believe that diversity and inclusion strengthen and enrich us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.

Please note, this is an office-based role. As you will be required to work from the office, could you please check the location and ensure that you can commute to our offices located in Crawley RH10 9JY on a daily basis.

About the role

• Interact (inbound and outbound) with new and current students in person, via telephone and email.
• Ensure students complete their learning journey from induction to final exam.
• Book exams on suitable dates.
• Notify customers of any course changes.
• Update databases with changes to customer details.
• Deal with course change requests e.g. Amendments, Cancellations, and refunds.
• Update customer balances in reference to payment.
• Take ownership of customer complaints ensuring investigations are carried out and responses issued within agreed SLAs.
• Support Bootcamp team to collate required paperwork for funded Learners.
• Follow up missing paperwork with learners and/or employers.
• Compliance check paperwork to ensure milestones are met.
• Assist with the development of TS4U’s customer contact strategy and corresponding procedures including payment plans.
• Monitor and process student feedback.
• Identify and escalate potential issues that may arise (No Shows/Dropouts, Cancellations, Non-payment related tasks).
• Provide administration support to the sales and student services team during busy periods.

About You

What we are looking for:

• Excellent customer service and administration skills and great telephone manner.
• Excellent verbal and written communication skills.
• A customer-focused approach and a passion for delivering a great customer experience.
• Great team working skills and the ability to be a good listener.
• You will also be flexible, adaptable, embrace change, and be motivated by new challenges.

The successful applicant will be required to undertake appropriate checks, including an enhanced DBS disclosure as well as providing proof of the right to work in the UK.

Essential Skills and Knowledge:

• Previous administration experience essential.
• Good IT skills.
• An ability to work under pressure.
• Strong problem-solving skills.

What we offer:

• Competitive salary based on experience.
• 25 days annual leave plus Christmas shutdown and bank holidays.
• Opportunities for personal development and career progression and friendly workplace culture.
• Extensive product portfolio and subcontracting network.
• Employee Assistance Programme (EAP).
• Wellbeing and mindfulness app Wisdom.
• Later life planning "Care Concierge" and Bereavement support.
• Coaching (rapid coaching, 1-2-1 coaching, peer coaching, strength coaching).
• Free mortgage advice.
• Eye Care Vouchers and Flu Vaccinations.
• Enhanced pension.
• Additional leave for volunteering.
• Holiday Buy/Sell.

As our employee, you can also access some more offerings - benefits that we can offer at discounted prices: critical illness cover, health assessment, dental insurance, travel insurance, Gymflex, Tastecard, Give As You Earn, Cycle to Work.

We are aiming to review applications and shortlist for this role in late January; however, the vacancy may close for new applications sooner than this, so please submit your application as soon as possible to avoid disappointment.