Customer Support Advisor

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  • Salary:
    £20,900-£22,000
  • Location:
    Coventry
  • Country:
    UK
  • Division:
    OCR
  • Vacancy Type:
    Permanent
  • Closing Date:
    24 October 2021

Meet the recruiter

Lizzie Philpott

philpott.e@cambridgeassessment.org.uk

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We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

 

Our Customer Services Team are passionate about giving a great service to all our customers. No two days are ever the same and we work hard to give first line support to exams officers, teachers, parents and learners.  We are passionate about giving an outstanding level of service across a range of channels which include telephone and email. 

 

If you are innovative, outgoing, a great team player and looking for a new and exciting challenge this could be the role for you.

 

Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding.

We achieve this by embracing change, and continuously focusing on our customers' needs. And by collaborating, and carefully listening to our customers and to each other, we keep moving forward, keep innovating, and keep finding newer and better ways of doing things.

 

The Role

  • Provide friendly and professional support to customers by answering incoming calls and emails to a very high standard within agreed service levels by increasing contact resolution rates
  • 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 materials as requested by customers, managing their 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)

 

About you

A great team player who enjoys collaborating and working with others with experience of working in a non-scripted customer service environment. You will need to have a good deal of telephone experience and be calm and confident when dealing with customers and working to tight deadlines. You will have a flexible approach and attitude.

 

The enquiries received are often complex and extremely varied which means that advisors must be able to retain knowledge and be current on all our products and systems and be confident to ask for support and advice from our senior advisors when required.

 

Qualifications:

  • Educated to GCSE standard, (Maths and English at Grade C/ Grade 4 or above) 
  • Desirable: A customer service qualification

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, both written and verbally
  • 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 well in a high-pressure environment
  • Experience of managing difficult customers and resolving complaints to a positive outcome
  • Experience of databases, CRM or Customer Contact logging systems

 

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.

 

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) 
  • 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 closing date for applications is 24 October 2021 and an assessment day is scheduled to take place on the 27 October 2021.

 

#LI-LP1

 

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.


 

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