Customer Services Administrator (Service Delivery Specialist)
Cheltenham (Hybrid/remote)
Permanent, 37.5 hrs per week
Package: competitive + benefits
About the role
In this role you will ensure booking and enquiry turnaround times are within agreed SLAs (service level agreements), deliver a range of customer service on-boarding tasks, whilst always offering a high-quality experience to learners and employers.
Pro-actively using data to identify issues, trends and opportunities then visualise these for key stakeholders and drive for action to address.
Key Responsibilities
Processing a variety of bookings for customers, from QA courses to conferences.
Supporting course admin, such as arranging pre course reading, courseware, access to online portals, exam vouchers and e-learning.
Support learner queries and requests with prompt responses, meeting internal SLAs.
Work with colleagues to drive quality and operational excellence for learner engagement, retention, and achievement in line with business strategy and plans.
Report issues and themes to line manager to help improve the feedback we give to internal customers.
Develop and build new standard reporting outputs for functional consumption.
About you
Experience in an administration and customer service role.
Experience of engagement with learners/students; within a learner admin/service setting will be an advantage.
Experience of working in a fast-paced customer facing role.
Understands how to convert data into compelling BI reporting and/or analysis.
Previous experience in Bookings Management, Customer Service and Administration.
What We'll Do For You!
Sounds great, doesn’t it? And in return we will offer you: Down time This is a very community-minded team and taking time for us is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include: 27 days holiday each year, holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme and 2 days per year charity leave. How we’ll help with finance matters: In addition to pension, group income protection and life assurance, QA are offering you an annual pay review, access to our employee discounts benefit hub with hundreds of deals and savings on goods and experiences, season ticket loan, tech scheme and an employee referral scheme. Our people We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual preference, or if you are disabled or a carer, we welcome you and the alternative perspectives you bring to our diverse family. We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require. If this is what you’re looking for, here are the next steps: Hit the apply button and register on our QA website to fill out our quick and easy application form. If you’d like to hear more about the role you can find me on LinkedIn or email me: vidita.kabbe@qa.com - happy to help!
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Sounds great, doesn’t it? And in return we will offer you: Down time This is a very community-minded team and taking time for us is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include: 27 days holiday each year, holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme and 2 days per year charity leave. How we’ll help with finance matters: In addition to pension, group income protection and life assurance, QA are offering you an annual pay review, access to our employee discounts benefit hub with hundreds of deals and savings on goods and experiences, season ticket loan, tech scheme and an employee referral scheme. Our people We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual preference, or if you are disabled or a carer, we welcome you and the alternative perspectives you bring to our diverse family. We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require. If this is what you’re looking for, here are the next steps: Hit the apply button and register on our QA website to fill out our quick and easy application form. If you’d like to hear more about the role you can find me on LinkedIn or email me: vidita.kabbe@qa.com - happy to help!
#J-18808-Ljbffr
