A work-from-home position

As a Customer Service Advisor, you will be responsible for delivering excellent customer service and developing positive relationships with all our customers, including learners, external partners and stakeholders through all communication channels.

Duties will include answering and responding to incoming calls, responding to customer and partner questions, and assisting with customer queries via emails relating to our provision and services, managing live chat feature and monitoring our referral inbox.

You will be ultimately responsible for all front-facing duties that directly impact our customer and partners’ experience.

DUTIES AND KEY RESPONSIBILITIES

• Managing and responding to all emails received from external Strive partners following Strive’s process and timelines.
• Managing and responding to all calls received for potential referrals following Strive processes to ensure they are provided with all the information they need to be booked onto the appropriate course.
• Calling potential customers and providing exemplary customer service to ensure they are fully aware of all our provisions, whilst guiding them onto the right provisions.
• Following up enquiries to book onto our provision, by supporting any registrations to apply online, following up with emails and call backs where needed.
• Responding to partners via email and call backs within 48 hours to ensure that all referrals are followed up and feedback is communicated accordingly.
• Logging all referrals received using systems and processes in place and using this information to pull reports for ensuring future courses are filled and that all referrals have been contacted and offered a Strive course.
• Providing timely feedback/reporting to key partners on referrals made and the status of these referrals.
• Building rapport with external partners to ensure that Strive is their number one choice to refer to for any of our provision and services.
• Managing all live chat functions and Strive website enquiries in a timely manner.
• Keep Head of Business Relationships up to date with any potential business development opportunities, partner opportunities or issues that may affect the business.
• Contributes to filling classes/courses by providing increased customer satisfaction.
• Daily check of Short Form and learner registering deals on CRM to follow through to full application.
• Reviewing Learner list for referrals that are still outstanding a response and recontacting them to proceed to full applications.
• Review of Course bookings to ensure that course numbers are fully booked.
• Attend team meetings as and when required.
• Ensure any safeguarding concerns are escalated to the Designated Safeguarding Lead.
• Ensure compliance with Health and Safety Legislation and all other relevant legislation.
• Undertake any other duties commensurate with the post.

SKILLS AND ABILITIES

• Excellent communication skills
• Excellent Customer Service support experience
• Listening skills
• Ability to solve problems in a timely manner
• Ability to work in a fast-paced environment
• Result driven and self-motivated
• Building rapport with bubbly personality
• Competent IT skills
• Administrative skills
• Able to prioritise workload and think outside the box
• Personable and professional

KNOWLEDGE

• Sound IT knowledge including strong capability using Microsoft Word, PowerPoint, and Excel etc.
• Knowledge of how to use Management Information System.
• Knowledge and understanding of relevant GDPR legislation

PERSONAL ATTRIBUTES AND KEY EXPERIENCES

• Be a good team worker demonstrating loyalty and commitment to the organisation and team members

Requirements:

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