Student Support Officer needed in Central London location. This role starts asap and pays £15.50 per hour. This role is hybrid but training in the first week will likely be in the office. The aim of length for this role is 3 months.
Key Responsibilities and Accountabilities
To respond to student queries via various channels in a timely manner, either via phone, email or sometimes even face-to-face
Consistently providing a high-quality service to all students
Taking accountability for a student’s query and escalating to the appropriate team, where necessary.
To work independently and use own initiative when dealing with unexpected student problems, referring more complex cases to the appropriate manager.
Maintenance of student data and systems as required.
Proactively keeping up to date with any changes to products/services or processes/procedures and to ensure compliance and best practice with relevant University policies and procedures
Be flexible and adaptable to effectively support and contribute to developments and improvements within the business and team
Dealing with emergency issues that may arise as and when required to ensure students are emotionally supported and prepared for learning in a safe environment. Responding immediately to any Safeguarding issues
Being empathic to individual customer requirements and emotional states, while ensuring customer requests are handled firmly and sensitively.
Other activities as and when required by the company
Skills, knowledge, qualifications required for job
Experience of working in a contact centre environment
Thrive on working in a fast-paced performance managed, demanding customer service business.
Experience of working cooperatively, flexibly, and effectively, as part of a team whilst being able to demonstrate individual accountability
Excellent communication skills, including the ability to communicate effectively and professionally with customers and external enquirers
Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining excellent and accurate attention to detail
Positive, responsive, and approachable attitude to conflicting customer demands
Ability to absorb, retain and deliver information clearly, simply and accurately in order to best advise our customers
The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs