Customer Services Administrator (Service Delivery Specialist) - QA : Job Details

Customer Services Administrator (Service Delivery Specialist) Cheltenham (Hybrid/remote)Permanent, 37.5 hrs per weekPackage: 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
• Excellent data visualisation ability
• Previous experience in Bookings Management, Customer Service and Administration