At a Glance
- Tasks: Provide top-notch customer service via calls, emails, and live chat.
- Company: Join a leading organisation in education and training with a unique approach.
- Benefits: Enjoy 25 days annual leave, healthcare benefits, and a supportive work environment.
- Other info: Opportunities for training and career growth in a dynamic, hybrid work setting.
- Why this job: Be part of a team that values quality and makes a real difference in learners' lives.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25000 - 30000 £ per year.
Permanent Full-time
Location: Hybrid
Reports to: Customer Service Manager
Salary: From £25,000
Line management responsibilities: No
Overview
Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners. What’s the secret to our success? Simply put, we do things differently here! In a non-call centre environment, at TQUK, we pride ourselves on our customer service, bespoke relationships, detail, and forward-thinking. We put quality at the forefront of each email, phone call, and interaction we receive. Our Customer Service Department is trained and audited to a high standard and have a passion and knack for delivering excellence.
As a Customer Service Specialist, you will act as front-line support across multiple communication channels. Delivering world-class customer service isn’t just a goal, it’s what we do every day, and you will play a pivotal role in delivering on all front-line interactions ranging from phone calls, emails, live chat, and MS Teams meetings. Using our innovative technology, you will be focused on delivering outstanding customer service during every interaction.
Key Responsibilities
- Answer inbound calls, engaging in a friendly and professional manner, actively listening to all queries, and providing knowledgeable guidance and support.
- Make callbacks to customers in line with set SLAs.
- Swiftly respond to new inquiries through our live chat platform in a 90-second SLA.
- Respond to all customer emails within a 3-hour SLA, striving to deliver a tailored and personalised experience.
- Effectively troubleshoot and answer technical support calls, seeking appropriate solutions, ensuring learners who are accessing their exams get the best possible support.
- Take an active approach to understanding our SLAs and call data to ensure customers are given timely resolutions, the TQUK way.
- Join customer MS Teams meetings as required.
- Complete ad-hoc data tasks as required.
- Complete dial-out campaigns, ensuring customers receive important updates.
- Attend regular training sessions.
Key Requirements
- Maintain a comprehensive working knowledge of TQUK products, internal and external processes, and regulatory requirements and be able to detail these appropriately to our customers.
- Have strong written and verbal communication skills.
- Have an excellent telephone manner.
- Have a genuine interest and passion for delivering outstanding customer service.
- Be proficient in Microsoft Office programs (Word, Excel, PowerPoint).
- Be organised and able to prioritise your workload.
- Be prepared to work in a regulated environment.
- Be comfortable working to set standard operating procedures.
Key Characteristics
- Be ambitious.
- Be willing to learn and develop.
- Be positive, with a can-do attitude.
- Be reliable, putting the team first.
- Have excellent verbal and written communication skills.
- Be prepared to work in a regulated environment.
- Work well with others.
- Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.
- Have excellent time management.
Key Benefits
- Training, Qualifications & Apprenticeships. It’s what we do!
- Company sick pay upon completion of probation.
- 25 days annual leave plus 8 days Bank Holiday (33 in total).
- Additional annual leave day each year, after 2 years of continuous service (up to 28 days).
- An extra day off to celebrate your birthday.
- Annual Loyalty Bonus.
- Annual salary review.
- Bupa healthcare benefits.
- Employee Assistance Programme (EAP).
- NEST pension.
- Cycle-to-work scheme.
- A positive and supportive working environment.
- Comprehensive onboarding.
- A workplace that supports a healthy work/life balance.
*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*
Customer Service Specialist employer: Training Qualifications UK
Training Qualifications UK is an excellent employer, offering a dynamic and supportive work culture that prioritises employee growth and development. Located in Sale, the company provides a hybrid working model, generous benefits such as 25 days of leave and an annual loyalty bonus, making it an attractive place for those looking to make a meaningful impact in the marketing events sector.
Contact Details:
Training Qualifications UK Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TQUK. Understand their values and what makes their customer service stand out. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering excellent customer service, make sure you can articulate your thoughts clearly. Try mock interviews with friends or family to get comfortable with answering questions on the spot.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate how you embody the TQUK way of providing support.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re keen and professional, and it keeps you fresh in their minds!
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Show Your Passion for Customer Service:When you're writing your application, let your enthusiasm for delivering outstanding customer service shine through. We want to see that you genuinely care about helping others and have a knack for making their experience exceptional.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Service Specialist role. Highlight your strong written and verbal communication skills, as well as any relevant experience in a similar environment.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points stand out. This will help us quickly see why you’d be a great fit for our team!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team at TQUK.
How to prepare for a job interview at Training Qualifications UK
✨Know the Company Inside Out
Before your interview, take some time to research TQUK and its unique approach to customer service. Understand their values, products, and the specific role you’re applying for. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Customer Service Specialist, strong communication is key. During the interview, practice clear and concise responses. Use examples from your past experiences to demonstrate how you've successfully handled customer interactions, whether through phone calls, emails, or live chats.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer service scenarios. Think about common challenges in customer service and prepare your responses. Highlight your problem-solving skills and ability to remain calm under pressure, as these are crucial for the role.
✨Emphasise Your Passion for Customer Service
Let your enthusiasm for delivering outstanding customer service shine through. Share stories that illustrate your commitment to helping customers and going the extra mile. This will resonate well with the interviewers, as they value a genuine passion for the role.
