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Company Description
Babington, one of Knovia's best-in-class companies, is a purpose-driven and forward-thinking organization committed to developing better futures for individuals, organizations, and society.
Position
Job Title: Customer Welcome Advisor
Location: Hybrid - minimum of 1-2 days per week from our Derby office (Pride Park)
Working days: Monday to Friday
We are seeking a passionate, determined, and engaging individual to join our Customer Experience team. You will drive a personalized and outstanding customer-centric welcome experience for our stakeholders on a hybrid basis from our new Derby office.
Your role will support the business strategy by identifying potential opportunities and risks, optimizing learner and line manager interactions, and representing Babington at this key first touchpoint.
Key responsibilities include:
* Ensuring timely contact and connection with learners and employers through welcome communication and the provision of marketing and learning materials.
* Being the first point of contact for learners and line managers, booking them for their welcome calls, and ensuring clarity on next steps.
* Providing accurate forecasting across customer engagement teams based on enrollment activity and inter-departmental communication.
* Adapting customer processes and styles based on individual and business needs, including telephone, web-based, face-to-face, and group enrollments both on and off-site.
* Working closely with ALS and Safe & Sound teams to meet the needs of learners and line managers.
* Ensuring all learners and employers receive a memorable, effortless, and personal welcome as they start their journey.
* Understanding departmental interactions and how internal customer delivery impacts them.
* Embedding the Ofsted Education Inspection Framework (EIF) and evidencing this through feedback, testimonies, and KPIs.
Requirements
What we need from you:
* Grade A-C GCSE in English and Maths or equivalent
* Level 2 Customer Service Qualification or equivalent
* Experience of providing excellent customer service across employers, candidates, and partners
* Ability to meet deadlines and work independently
* Confidence in using various media to deliver customer service
* Proven track record of high customer satisfaction
* Experience with CRM and other IT systems
* Excellent listening skills and empathy
* Strong verbal and written communication skills, capable of conveying insights and recommendations
* Familiarity with the education sector, including policies, programs, and evaluation frameworks
Other information
What’s in it for you?
* Inclusive, supportive workplace culture with a focus on learning, development, and career growth
* 25 days annual leave plus 8 public bank holidays
* Bupa Healthcare Cash Plan covering dental, health assessments, and prescriptions
* Option to purchase up to 5 additional days of leave annually
* Babington Rewards including cashback and discounts
We are a Disability Confident Employer with a guaranteed interview scheme for applicants with disabilities who meet minimum criteria.
As part of our commitment to inclusivity, we may ask for data on certain characteristics during the application process, which will not influence recruitment decisions.
Babington is dedicated to safeguarding and wellbeing, implementing robust checks such as DBS where applicable, and promoting equality and inclusion across our community.
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