Student Advice & Support Assistant (customer service role)
QA Higher Education, On-Site London Campus
Monday to Saturday in a shift pattern, 37.5 hours per week; this will include one evening per week and one Saturday every five weeks.
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 a MUST!
Full training & Uniform will be provided
Here's some of what be doing: (click through to read the full JD)
Support the SASC Team Leaders in ensuring the delivery of an excellent forward facing customer service for all centres.
Log and refer enquiries using various QAHE systems.
Use initiative to resolve queries that have a readily available answer by reference to policy, experience and/or where some discretion can be applied.
Work to specific procedures to ensure a consistent and excellent customer service.
Act as a more knowledgeable team member to resolve non-standard or complex queries or advise when to escalate. Acting as the front-line service for various student support related departments.
Assist in various aspects of the service development as deemed appropriate.
Responsible for ensuring that all enquiries are answered in a timely manner, that referrals are correctly made, and students are receiving consistent information.
Use the Student Portal and FAQs developed within the SASC teams to answer and refer student queries.
To support the enrolment of all new students providing a timely and seamless customer experience.
Bring your experience:
Good administration skills with attention to detail.
Excellent knowledge of Microsoft Office applications, in particular, Excel and Word.
Excellent written and oral communication and interpersonal skills.
Managing a busy and varied workload, in a pressurised environment, meeting required deadlines
Exceptional problem-solving skills with the ability to work on own initiative.
We look forward to hearing from you!
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A little more about QA:
Students preparing for undergraduate study. Working professionals looking to specialise in their field. Career changers. Everyone should be given access to outstanding higher education and our aim at QA is to make that possible.
We work with our partner universities to offer courses ranging from foundation programmes to postgraduate degrees covering subject areas including Accountancy, Business, Computing, Cyber, Digital Marketing, Events Management, Project Management and Web Development and delivered in city centre locations.
Equal Opportunities
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.
The successful candidate will be required to undertake a basic DBS check.
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