Service Centre Student Advisor - ICAEW : Job Details

Service Centre Student Advisor

Milton Keynes

Hybrid Working Available

Permanent

Full Time, 35 hours a week, Monday to Friday

£26,250 - £27,672 p.a

Join our team

Join our dynamic team at the ICAEW Service Centre in Milton Keynes. As a leading professional membership organisation, we are dedicated to maintaining excellence in the accountancy field. We are currently seeking a motivated and customer-focused individual to join us as a Service Centre Student Advisor.

If you love to speak to customers on the phone, enjoy helping and supporting people, and excel in delivering a high quality and exceptional customer service then this may be the role for you.

This is a full-time position, based at our Milton Keynes Service Centre. The working hours are 8 hour shifts between 8:30 and 17:30 on most days and supporting on shifts between 6:00am to 19:00 pm during exam sessions and peak periods.

Role Profile

To be responsible for supporting ICAEW students and prospective students from initial registration/interest through to award/membership. To contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers & ensure service level standards are delivered.

Our student advisors to maintain the professional and quality service associated with the ICAEW brand in every interaction.

Responsibilities include:

• Managing high volume inbound calls from our students, supporting them through every step of their journey with ICAEW.

• Managing high volume multichannel enquiries (phone, email, webchat, webform) from query to resolution. Taking ownership and responsibility for resolving enquiries and improving the customer experience.
• Delivering a professional, timely and personalised response in line with ICAEW values aiming for 5* satisfaction scores at every interaction.
• Make outbound telephone calls to contact individuals in relation to outstanding matters or documentation
• Work to challenging targets, working flexibly to support the team during key peaks in enquiry activity
• Work with colleagues across ICAEW with activities to support student communications and satisfaction outside of enquiry management e.g. identifying icaew.com content amendments and improvements.

Candidate Profile

Requirements include:

• Exceptional customer service skills and experience with a love of talking to customers on the phone and the ability to build rapport in minutes.
• Excellent communicator both written and verbal, emulating ICAEWs professional image. Managing all enquiries with empathy and support
• Experienced in managing multi-channel enquiries, phone, email, online chat and social media
• Proven ability to prioritise and deliver excellence in a fast-paced environment. Working to challenging daily and monthly targets
• Good IT skills and experience in multi-tasking: managing and resolving the enquiry while adding summary notes and sending links and emails.

For the full role profile please click the document attached.

Why work at ICAEW?

We want you to enjoy your work and flourish in your role.

Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.

We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.

Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.

Our employee benefits include:

• A substantial suite of training and development
• Flexible working arrangements
• A generous benefits package which includes gym discounts, pension plan, lifestyle rewards and discounts and health and dental plans

We are a disability confident employer.