Customer Experience Advisor

Customer Experience Advisor

Hours per week: 37 (Full-time)

Location: Office based (Pride Park, Derby) with homeworking/hybrid options

Salary: £17,143

• Do you have a passion for customer service?
• Are you enthusiastic, energetic, and willing to learn in a busy and fast-paced environment?
• Do you want to work within a fun team, passionate about delivering qualifications and assessments with integrity?​

About us

​AIM Qualifications and Assessment Group is a leading international organisation offering nationally regulated qualifications and end-point assessments which meet the needs of learners, employers, and providers.

 These include:

• Vocational qualifications
• End-point assessments (EPA) – apprenticeship standards
• Access to Higher Education diplomas
• English as a second language (ESOL)
• E-learning packages

Our wide range of regulated vocational qualifications fully support the development and up-skilling of any workforce of any age. Our subject specialists work with the education sector, employers, industry, and training providers across a range of backgrounds, sizes and settings ensuring our qualifications meet the needs of learners today.

We are passionate about what we do and about our organisation and we pride ourselves in providing a friendly professional service to enable a better future for all our learners.

Getting this right requires an amazing team of customer experience professionals, and that’s where you come in.  Joining a dedicated customer experience team, you’ll be responsible for providing customer experience advice and support to external stakeholders and providing administrative support to the organisation in all areas.

The Role – Customer Experience Advisor

The ideal candidate will be an enthusiastic and energetic individual who builds great relationships with people and is passionate about education and training. They will have effective communication skills, good planning and organising skills and have experience of working successfully within a team.

You will require the following skills and experience:

• Demonstrable people skills, including the ability to talk to people and have a conversation, whether it be to our customers or our AIM team.
• Effective communication skills, both written and oral. Ideally this includes experience of using the telephone for customer service in a previous role (this is desirable, not essential)
• Efficiency, the ability to do things quickly and accurately while being organised and proactive.
• The ability to work within a team and work flexibly to the needs of the customer experience team
• The ideal candidate will have knowledge of/ experience in using Microsoft IT programs.
• Level 2 English and Maths or equivalent is desirable for this role.

Your role will involve the following:

Customer Service:

• Be the first point of contact for customers and answer queries via email and telephone.
• Provide administration and support, when required, to the AIM programme of events.

Customer Advice:

• Promote the use of AIM products and services locally, regionally, and nationally.
• Provide information, advice and support to existing centres and offer practical solutions.

Qualifications:

• Receive and process centre applications
• Perform centre approval administration duties including emails, updates to internal systems and sending final responses
• Maintain records, filing systems and computer files. Provide administrative support for the checking, processing, and uploading of documentation for the AIM website.
• Process registration and certification requests and direct claim status applications.

Our benefits

• 26 days annual leave plus bank holidays and Christmas break
• Flexible working, home-based or office (or both)
• Pension Scheme
• Employee assistance programme
• Staff away days and social events

Working at AIM

AIM is growing and looking ahead to the future. We know that great businesses are powered by happy colleagues who feel invested in the company they work for.

Our people are curious and creative colleagues that anchor us to our foundations and help achieve our charitable objectives for learning – all kinds of learning for all kinds of people.

Whether at home, in the classroom or in the workplace, learning is the key to improving our chances in life.

We believe in the positive power of education

Our values

As well as providing a fun and inspiring workplace, over the years we have defined clear values that inform everything we do, ensuring all our teams are striving to be world class, constantly innovating and inspiring positivity in their colleagues.

Our superhero values make us stand out from the crowd:

• be a natural researcher
• your ego will be your lowest priority
• consistently inspire everyone else
• you are all about efficiency
• you happily assume any role at any time
• you solve problems before they become disasters
• you can advocate effectively
• you believe honesty is the best policy
• you come to work because you want to, not have to

If you are interested in this role, we would love to hear from you. If you would like to apply, please visit our website, complete our application form and upload a copy of your CV.

The closing date is Friday 5th November 2021