The Company
We are an award-winning and accredited education services business with over 30 years of expertise. We are 100% dedicated to education and our expert team of highly qualified employees that support schools and trusts nationwide.
Purpose of the Job
You will provide outstanding customer service across the organisation by delivering and supporting colleagues to deliver expert administration and advice in a timely and effective manner whilst maintaining the highest levels of confidentiality and integrity.
You will act as first point of contact for the business, dealing with enquiries from internal and external parties. This role will suit an individual with front of house management experience looking for the next step in their career in a fast paced, customer facing environment.
Main Responsibilities
Provide administration support to the EPM support team. To liaise with other EPM departments on basic administrative and/or operational matters
Respond to telephone and email enquiries accurately and in a professional manner
Sort, screen and distribute incoming and outgoing mail, as directed
Meet & greet all those entering the building in a warm, professional and polite manner
Working with the Operational teams across EPM to deliver excellent customer service to all EPM customers who make contact with EPM.
initial point of contact for users who contact EPM with queries
aim to resolve simple issues through the provision of answers to FAQs
manage the customer service inbox, and relevant areas of the client communication platform to ensure tickets are responded to within SLA
liaise with other parts of EPM to escalate/allocate queries when required (when subject knowledge is required.)
take ownership of customer problems and be proactive when dealing with customer issues;
Provide accurate, valid and complete information to operational teams to enable reporting of issues arising, outstanding queries and resolutions provided.
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