Student Advice & Support Assistant (Customer Service Role), Birmingham
QA Higher Education, Birmingham City Centre, 12 month contract initially
Monday – Saturday 5 days per week, on campus daily
Do you have experience within a busy student facing or customer support environment or are you a recent Graduate looking to gain experience and grow your career within the Education sector?
Are you used to a fast paced, customer facing role where you are constantly multi-tasking? If so, we have the perfect opportunity for you!
About the role:
As a member of the Student Advice & Support Centre (SASC), you will provide customer advice, support, and information services to our students contributing to our outstanding student journey and experience.
You will work alongside a wider team acting as the first point of contact for all QA Higher Education students, handling a full range of student enquiries received face-to-face, telephone and virtually, referring to more specialist teams where appropriate.
Your ability to give our students an excellent level of customer service is vital to our student success. Good IT, ability to use our CRM system, Word and Excel skills are a MUST!
NB: In general, you will be required to work one evening until 9pm per week and on average one Saturday per month.
Key Responsibilities:
1. Support the SASC Team Leaders in ensuring the delivery of an excellent forward-facing customer service for all centres.
2. Log and refer enquiries using various QAHE systems.
3. Use initiative to resolve queries that have a readily available answer by reference to policy, experience, and/or where some discretion can be applied.
4. Work to specific procedures to ensure a consistent and excellent customer service.
5. Act as a more knowledgeable team member to resolve non-standard or complex queries or advise when to escalate.
6. Assist in various aspects of the service development as deemed appropriate.
7. Responsible for ensuring that all enquiries are answered in a timely manner, that referrals are correctly made, and students are receiving consistent information.
8. Use the Student Portal and FAQs developed within the SASC teams to answer and refer student queries.
9. Support the enrolment of all new students providing a timely and seamless customer experience.
Bring your experience:
1. Good administration skills with attention to detail.
2. Excellent knowledge of Microsoft Office applications, in particular, Excel and Word.
3. Excellent written and oral communication and interpersonal skills.
4. Managing a busy and varied workload in a pressurised environment, meeting required deadlines.
5. Exceptional problem-solving skills with the ability to work on own initiative.
What We'll Do For You!
At QA Higher Education, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.
We look forward to hearing from you!
Vacancy Location
West Midlands, Birmingham, Birmingham (Louisa Ryland House)
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