Job Title
Customer Experience Advisor
Job Reference
2710
Application Closing Date
24/06/2025
Division, Department
CUAS Customer Services (CS), CS Student Support
Salary
Competitive starting salary range from £23,877 up to £25,506 (dependant on experience) with the potential to progress. A discretionary range for candidates with exceptional experience can be discussed/considered.
Mode
Permanent, Full Time
Our Mission
Coventry University Group is a global education group with a mission of Creating Better Futures. We are driven by our passionate belief in the transformational power of education and research to enable and empower our students, colleagues, and partners and to improve the world around them. Our people are key to our success and each role contributes to the Group’s ongoing progress in communities around the world.
This role is based within CU Academic Services Ltd, a sister company of Coventry University and part of the Coventry University Group.
The Role
This role will be based in any of the Coventry campus buildings. Working within our dedicated Customer Experience team, you will be the first point of contact for students, staff, and visitors to Coventry University. You will support students with a range of day-to-day queries relating to their timetables, ID cards, and access to facilities as well as signposting to support for enquiries relating to new student enrolments or those looking to withdrawing or deferring their studies.
As well as manning the campus information points and handling face-to-face enquiries, you will also manage the engagement team inbox, responding to and providing solutions to a variety of enquiries received electronically.
As part of this role, you will liaise with other teams and departments across the group to help resolve issues a new, current, or prospective student may have, ensuring their student journey is as seamless as possible.
Due to the nature of the Customer Service team and their responsibilities, you may be required to move across campus providing support at an alternative information point or the wider customer experience team supporting inbound and outbound calls, especially around busy periods such as clearing.
Our Successful Candidate
Educated to ‘A’ Level or equivalent, with experience working in a fast-paced, customer-focused environment, handling various queries simultaneously.
You will be a strong communicator with an empathetic approach to customer service, strong people skills, and the ability to handle complex situations. Confidence is essential to manage high workloads and perform well under pressure.
Interpersonal skills are necessary for building and maintaining positive relationships. This role suits proactive, confident individuals who thrive in fast-paced environments and excel at relationship building.
You will have a flexible approach to hours within a 5/7 pattern, including evenings and weekends, and be willing to travel as needed.
This role is customer-facing and requires onsite presence.
The Benefits
* Excellent Employers Pension Contribution
* 30 days Annual leave plus Bank Holidays
* New Holiday Purchase Scheme up to 5 additional days
* Life Assurance 4x Salary
* BUPA Cash Plan
* 50% off Tuition Fees for staff dependants
* CU Reward Scheme – Discounts across a range of High Street/Online Retailers
* New Electric Car Scheme
* Cycle To Work Scheme
Our Culture
As a global Education Group, equality, diversity, and inclusion are embedded within our organisation. 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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