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Customer Support Administrators

Based in Ilkley, West Yorkshire | Salary £16,000 | Temporary - 12 months

The Role:

We are looking for two experienced Customer Support Administrators to help support our ever expanding client and customer base. Based in Ilkley, West Yorkshire, the successful candidates will join our business on a temporary 12 month contract and earn £16,000 per annum.

The Company:

Virtual College has been one of the UK’s leading providers of online learning for over twenty years and has delivered training to over three million learners. In the last 12 months we have won many awards including Gold at the Learning Technologies Awards.

Our vision is to achieve "20 million online learners by 2020" and having a workforce who embrace our values of being Passionate, Customer Focused, Collaborative, Innovative and Demonstrate Integrity – all are integral to our success.

Key Duties:

Reporting to the Customer Support Manager, your key duties will include, but not be limited to:

  • Acting as the first point of contact for all customers via telephone and for general email enquiries
  • Ensuring that all correspondence is focused on the needs of the customer, whilst maintaining a high quality and professional service
  • Accurately diagnosing the contacts needs and requirements, as well as providing advice and guidance to resolve their query
  • Supporting customers who would like to make a purchase and on occasion process payment over the phone
  • Working within agreed service level agreements (SLAs) and processes to deliver a positive experience
  • Proactively liaising with internal teams (the Technical Team, for example) to ensure that issues are resolved effectively and efficiently
  • Proactively contributing ideas in order to identify improvements and/or solutions within the Support Team, including the development of effective self-help / self-serve tools
  • Developing and maintaining the knowledge required to be an expert in the use of the products and services provided by the organisation

Key Skills/Experience:

To be considered for the role of Customer Support Administrator you must have demonstrable experience in the following:

  • Experience of working in a customer service role either B2B and / or B2C
  • Evidence of the ability to build strong positive relationships both internally and externally
  • Manages customer expectations and alerts to potential problems in meeting deadlines
  • Self-starter, able to use own initiative and be proactive
  • Able to work under pressure to meet deadlines and targets, whilst having conflicting priorities
  • Excellent organisational skills with the ability to prioritise and meet delivery times
  • Able to work under pressure to meet deadlines and targets, whilst having conflicting priorities

Package Includes:

  • Comprehensive induction & ongoing training, 3% matched contribution Pension Scheme, Simply Health Plan, Life Assurance and Childcare Vouchers.
  • Career Development opportunities in-line with a clear performance and ability framework
  • Hours of work are 37.5 hours (Monday to Friday)
  • Regular team building events and charity fun days, lunch time activities including darts, whole company business updates, excellent work/life balance, opportunities for development, butties on achievement of key milestones, ice creams in summer, family BBQ’s (donations to charity), sporting events and the most amazing Christmas party with competitions and prizes.

Interested? Then please send your CV and covering letter detailing your current salary to careers@virtual-college.co.uk before the closing date. We are an Equality & Diversity employer.

CPD
Investors
ISO 9001:2015
Microsoft
Crown Commercial Service Supplier

Contact

+44 (0)1943 605 976

info@virtual-college.co.uk

Marsel House

Ilkley

West Yorkshire

LS29 8DD

Awards for footer
Gold and silver award winners at the Learning Technologies Awards 2017 - including gold for excellence in the design of learning content.

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