Overview
Join to apply for the Customer Experience Advisor role at Coventry University.
This role is based within CU Academic Services Limited, a sister company of Coventry University and part of the Coventry University Group. The role will be based at the CU Scarborough Campus and involves working within the dedicated Customer Experience team to be the first point of contact for students, staff and visitors.
You will support students with a range of day-to-day queries relating to timetables, ID cards, access to facilities, enrolments, and withdrawals or deferrals, and you will also manage the engagement team inbox, responding to and providing solutions to a variety of electronic enquiries.
You may be required to liaise with other teams and departments to resolve issues and ensure the student journey is as seamless as possible. Depending on workload, you may move across campus to support at alternative information points or within the wider customer experience team, including inbound and outbound calls, particularly during busy periods such as clearing.
Responsibilities
* Provide face-to-face enquiries at campus information points and handle a range of student and visitor queries.
* Signpost to support for enquiries related to new student enrolments, withdrawals or deferrals.
* Manage the engagement team inbox and respond with solutions to electronic enquiries.
* Collaborate with other teams and departments to resolve issues affecting the student journey.
* Support on-site coverage across campus and participate in inbound/outbound calls during busy periods.
Our Successful Candidate
* Educated to ‘A’ Level or equivalent; experience in a fast-paced, customer-focused environment handling multiple queries.
* Strong communication skills with an empathetic approach; ability to handle complex situations and proactively prevent complaints.
* Confident, able to manage high workloads and perform well under pressure.
* Excellent interpersonal skills and relationship-building abilities.
* Flexible approach to hours within a 5/7 pattern, including evenings and weekends as required; willingness to travel for work.
* Customer-facing role with on-site requirements.
The Benefits
* New Holiday Purchase Scheme – up to 5 additional days
* 50% off Tuition Fees for staff dependants
* CU Reward Scheme – Discounts across a range of High Street/Online retailers
* Cycle to Work scheme
Our Culture
As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and a key focus of our core values. We harness the power and potential of diverse cultures, backgrounds, abilities, and experiences to create opportunities for all.
Full Job Description & Person Specification
Click here to view the full job description and person specification
We look forward to hearing from you!
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