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Customer Support Advisor (OCR) Coventry

Cambridge University Press & Assessment
Job LocationWestwood Business Park
EducationNot Mentioned
Salary20,900 - 22,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who we areOCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualificationsequip learners with the knowledge and skills they need for their future, helping them achieve their full potential.Our Customer Support Team are passionate about giving a great service to all our customers. No two days are ever the same and we work hard to give first line support to exams officers, teachers, parents and learners. We are passionate about giving an outstandinglevel of service across a range of channels which include telephone and email.If you are innovative, outgoing, a great team player and looking for a new and exciting challenge this could be the role for you.The Role

  • Provide friendly and professional support to customers by answering incoming calls and emails to a very high standard within agreed service levels by increasing contact resolution rates
  • Actively participate in improving systems and procedures to ensure more effective responses to customers
  • Help and advise on anything from teaching an OCR qualification through to exam and results queries
  • Despatch materials as requested by customers, managing their orders effectively through the CRM system
  • Accurately capture and record information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts
  • Ensure all information is managed in accordance with OCRs data management policies (e.g., information affected by GDPR) and to ensure information provided to customers is data compliant (e.g., non-disclosure of results information)
About youA great team player who enjoys collaborating and working with others with experience of working in a non-scripted customer support environment. You will need to have a good deal of telephone experience and be calm and confident when dealing with customersand working to tight deadlines. You will have a flexible approach and attitude.The enquiries received are often complex and extremely varied which means that advisors must be able to retain knowledge and be current on all our products and systems and be confident to ask for support and advice from our senior advisors when required.Qualifications:
  • Educated to GCSE standard, (Maths and English at Grade C/ Grade 4 or above)
Skills:
  • Capable of managing complex knowledge; open and receptive to learning and development; driven to improve own performance.
  • Plans and organises own time effectively
  • Good team player: creates positive working relations; shares knowledge and information with colleagues; supports and assists others to improve and achieve.
  • Able to provide creative solutions to customer queries
  • Excellent communicator, both written and verbally
  • Ability to work in a busy contact centre environment
Experience:
  • Taking high volume of inbound telephone calls
  • Working to stringent targets/KPIs
  • Experience of working well in a high-pressure environment
  • Experience of managing difficult customers and resolving complaints to a positive outcome
  • Experience of databases, CRM or Customer Contact logging systems
BenefitsIn addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:
  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual performance related bonus and increases (discretionary)
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.
The closing date for applications is 3 November 2021 and an assessment day is scheduled to take place on the 10 November 2021.Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where its safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardlessof demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and its part of how we achieve our purpose: to contribute to society through the pursuitof education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

Keyskills :
Customer SupportData ManagementPositive Team PlayerImproving serviceInformation capture

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