Customer Support Advisor

Customer Support Advisor
Contract          Permanent, Full Time 
Salary:             Starting salary circa here £20,360 with potential to progress up to £26,468
Location:         Coventry

Have you ever thought of joining the engine room of a major educational organisation?

The Organisation

We are an international exams group designing and delivering assessments to over 8 million learners in over 170 countries. We are committed to ensuring that all our assessments are fair, have sound ethical underpinning, and operate according to the highest technical standards.

Who we are
OCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.

The Role
Our Customer Support Centre handles over 8,000 calls each week from schools, colleges, examiners and learners, dealing promptly and efficiently with enquiries related to the services and qualifications offered by OCR.

The day to day
You will:

• Provide friendly and professional support to customers by answering incoming calls and emails to a very high standard

• Respond to all inbound enquiries within agreed service levels for the specific contact method: calls, letters, e-mails and e-faxes, providing first contact solutions and aiming to minimise the number of cross department transfers by increasing contact resolution rates

• Build proactive customer relationships

• Provide the highest standards in customer service and meeting the agreed customer satisfaction target measures through added value service

• Actively participate in improving systems and procedures to ensure more effective responses to customers

• Help and advise on anything from teaching an OCR qualification through to exam and results queries

• Despatch appropriate materials, as requested by customers, managing the orders effectively through the CRM system

• Accurately capture and record information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts

• Ensure all information is managed in accordance with OCR’s data management policies (e.g., information affected by GDPR) and to ensure information provided to customers is data compliant (e.g., non-disclosure of results information).

What we are looking for

Qualifications

• Customer Service Level 2 (or equivalent)

Skills

• Capable of managing complex knowledge; open and receptive to learning and development; driven to improve own performance.

• Plans and organises own time effectively

• Good team player: creates positive working relations; shares knowledge and information with colleagues; supports and assists others to improve and achieve.

• Able to provide creative solutions to customer queries

• Excellent communicator

• Ability to work in a busy contact centre environment

 Experience

• Taking high volume of inbound telephone calls

• Working to stringent targets/KPI’s

• Experience of working in highly pressurised environment

• Experience of managing difficult customers and resolving complaints to a positive outcome

• Experience of databases, CRM or Customer Contact logging systems

 Behaviours

• Positive ‘can do’ attitude with the desire to go the extra mile for customers

• Quality driven: provides high levels of accuracy; pays attention to detail; strives to provide best in class service

• Self-motivated: capable of working to demanding targets, both individual and team; able to use initiative; seeks guidance and support when necessary

• Responds positively to demanding and continually changing environment

• Promotes continuous improvement ethos; provides ideas and suggestions for improving the way we work

If you are short listed then we will be running a virtual assessment day on Thursday 6th May, which will start at 9am until 3pm and be hosted through Microsoft Teams. A number of candidates will attend the assessment at the same time; you will work in groups as well as individually.

The day will involve a variety of tasks to help us get the best out of our candidates these include Roleplays, Group Discussions, Writing tasks and a Competency based interview. Please ensure you have a laptop/pc with a front facing camera available on the day.

Benefits

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

• Generous contributory pension

• 28 days annual leave, plus bank holidays 

• Annual performance related bonus and increases (discretionary) 

• Enhanced maternity/paternity pay and childcare voucher scheme 

• Childcare vouchers

• Employee discount and cash back scheme at 2,500 retailers 

• Cycle scheme 

• Season Ticket Loan

• Subsidised staff restaurants

• Support for professional qualifications

• Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. 

The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries.

The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments.

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 3 May and a virtual assessment interview will be held on 6 May 2021.

To apply, please upload your CV and covering letter 

https://careers.cambridgeassessment.org.uk/job/Coventry-Customer-Support-Advisor/660566401/

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.
 

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER