Customer Experience Executive – Exams Team
Role:
Customer Experience Executive – Exams Team Type of contract:
Permanent, full time Hours:
35 hours per week, plus 6 weekend exam sessions per year (paid additionally at test day rates) To Apply:
Please send a CV and Cover Letter (no more than 1000 words) outlining how you meet the criteria for the role to recruitment-team@ihlondon.com About International House We are leaders in language teaching, testing, and teacher training with over sixty years of experience. We believe that by delivering quality language and communications training, we act as a force for change, bringing people together, enhancing mutual understanding and tolerance, and unlocking individual potential. Purpose of the Job: We are seeking a dedicated and organized Customer Experience Executive to ensure our customers have a positive and seamless experience with our services. You will be the main point of contact for our clients, addressing concerns, processing enquiries, and assisting with exam administration. You will also work collaboratively with various departments to support the efficient delivery of our services. Key Responsibilities: Customer Enquiries & Secondary Services (50%) Respond to candidate queries via phone, email, and face-to-face. Process institution copies, Enquiries on Results, One Skill Retakes, and payments. Assist with complaints, transfers, and cancellations. Manage secure materials as needed and deal with and distributing post. 2. Application Processing (30%) Process applications and payments through exam registration systems. Handle refunds, ID verification, and special requirements. Manage block bookings and forward them to the appropriate team. 3. General Administration (20%) Answer phone calls and assist students with exam bookings. Help with test day preparation and post-test processing. Check and log live test materials, maintain stock records, and conduct security checks. Perform data entry and assist with the handling and packing of test materials. Person Specification: Strong organisational and time management skills. High attention to detail and experience following complex systems. Excellent communication and customer service skills. Ability to work independently and escalate complex issues when needed. Confident in using various IT packages and handling financial records. Ability to prioritise tasks, work accurately under pressure, and manage numerical data. Flexible team player with a commitment to supporting staff, candidates, and the test centre. Previous experience in an exam or educational environment. Experience working with international clients. What we can offer: 30 days of annual leave + 8 Bank Holidays Free language training for IH courses Perks at work 20% off all food and drink at the onsite Café Health Cash Plan Pension EAP by Bupa Cycle to work scheme Please note: If shortlisted, the interview will include two tasks: One is based on a specific scenario related to the role. One testing your technical skills relevant to the position. Please note that if you are successful at the interview stage all offers are subject to a right to work in the UK eligibility check, us receiving two references, a Disclosure and Barring Service Check and Police Check (if living abroad) that are considered satisfactory to IH London. We encourage fairness and equality in our Recruitment and selection process. Our shortlisting and interviewing will be carried out by more than one person: Internal members of interview panels are informed about the company’s recruitment and selection of staff policy. Interview questions will be related to the requirements of the job and not of a discriminatory nature. International House London’s Values: Ethical, Inclusive, Innovative, Passionate, Professional We are always happy to help you. Contact our team who can speak many languages.
#J-18808-Ljbffr
Role:
Customer Experience Executive – Exams Team Type of contract:
Permanent, full time Hours:
35 hours per week, plus 6 weekend exam sessions per year (paid additionally at test day rates) To Apply:
Please send a CV and Cover Letter (no more than 1000 words) outlining how you meet the criteria for the role to recruitment-team@ihlondon.com About International House We are leaders in language teaching, testing, and teacher training with over sixty years of experience. We believe that by delivering quality language and communications training, we act as a force for change, bringing people together, enhancing mutual understanding and tolerance, and unlocking individual potential. Purpose of the Job: We are seeking a dedicated and organized Customer Experience Executive to ensure our customers have a positive and seamless experience with our services. You will be the main point of contact for our clients, addressing concerns, processing enquiries, and assisting with exam administration. You will also work collaboratively with various departments to support the efficient delivery of our services. Key Responsibilities: Customer Enquiries & Secondary Services (50%) Respond to candidate queries via phone, email, and face-to-face. Process institution copies, Enquiries on Results, One Skill Retakes, and payments. Assist with complaints, transfers, and cancellations. Manage secure materials as needed and deal with and distributing post. 2. Application Processing (30%) Process applications and payments through exam registration systems. Handle refunds, ID verification, and special requirements. Manage block bookings and forward them to the appropriate team. 3. General Administration (20%) Answer phone calls and assist students with exam bookings. Help with test day preparation and post-test processing. Check and log live test materials, maintain stock records, and conduct security checks. Perform data entry and assist with the handling and packing of test materials. Person Specification: Strong organisational and time management skills. High attention to detail and experience following complex systems. Excellent communication and customer service skills. Ability to work independently and escalate complex issues when needed. Confident in using various IT packages and handling financial records. Ability to prioritise tasks, work accurately under pressure, and manage numerical data. Flexible team player with a commitment to supporting staff, candidates, and the test centre. Previous experience in an exam or educational environment. Experience working with international clients. What we can offer: 30 days of annual leave + 8 Bank Holidays Free language training for IH courses Perks at work 20% off all food and drink at the onsite Café Health Cash Plan Pension EAP by Bupa Cycle to work scheme Please note: If shortlisted, the interview will include two tasks: One is based on a specific scenario related to the role. One testing your technical skills relevant to the position. Please note that if you are successful at the interview stage all offers are subject to a right to work in the UK eligibility check, us receiving two references, a Disclosure and Barring Service Check and Police Check (if living abroad) that are considered satisfactory to IH London. We encourage fairness and equality in our Recruitment and selection process. Our shortlisting and interviewing will be carried out by more than one person: Internal members of interview panels are informed about the company’s recruitment and selection of staff policy. Interview questions will be related to the requirements of the job and not of a discriminatory nature. International House London’s Values: Ethical, Inclusive, Innovative, Passionate, Professional We are always happy to help you. Contact our team who can speak many languages.
#J-18808-Ljbffr
