Customer Support Administrator - temporary six months

Salary: Competitive salary

Location: Ilkley, West Yorkshire

We are currently recruiting for a Customer Support Administrator to help support our expanding customer base. Based in Ilkley, West Yorkshire.

We are ideally looking for an individual with customer support experience however we would also be interested in speaking with graduates who are keen to start their career in customer support. This is a 6 month temporary position.

The Company:

At Virtual College, we create inspiring learning so that people, organisations and communities succeed and flourish. We do this by putting the learner first and sparking their enthusiasm for learning. We believe the most effective way to deliver great results is to make learning meaningful and engaging, using our experience of delivering training to more than 4 million learners and a wide range of organisations.

Virtual College is for those who think people first. We want people who are naturally collaborative, who thrive when faced with a challenge and who actively seek variety and responsibility. We are looking for individuals with a growth mindset, who are interested in trying new things and see the merit in redefining how things are done to make improvements. We pride ourselves on our people, and it is these people that make Virtual College a great place to work.

Key Duties:

Your key duties will include, but are not limited to:

  • Being the first point of contact for customers via telephone and email
  • Ensuring that correspondence is focused on the needs of the customer, whilst maintaining a high quality and professional service
  • Accurately diagnosing customer needs and requirements, resolving queries.
  • Supporting customer purchases and processing payments over the phone
  • Working within agreed service level agreements (SLAs) to deliver a positive customer experience
  • Proactively liaising with internal teams to refer contacts to the correct individual/team and to ensure that issues are resolved
  • Supporting Virtual College in order to evolve and develop a modern 24/7 support service through independent self-serve options
  • Building, maintaining and replacing modules within our learning platforms within deadlines and running reports on request
  • Developing and maintaining the knowledge required to be an expert in the use of the products and services provided by the organisation
  • Working as a proactive member of the team; co-operating with colleagues, sharing best practice and ensuring appropriate cover at all times

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
  • Evidence of the ability to build positive relationships both internally and externally
  • Experience of analysing and collating reporting information
  • Self-starter, able to use own initiative and be proactive
  • Able to respond to the needs of both internal and external customers in a helpful and courteous manner
  • Excellent organisational skills with experience of working under pressure to meet deadlines and targets, whilst having conflicting priorities
  • Highly experienced in the use of the following IT packages: PowerPoint, Word, Excel and Outlook

Package Includes:

  • Hours of work covering 37.5 hours (Monday to Friday) including flexible working
  • 25 days holiday plus bank holidays
  • Charity and social events organised by the Sports and Social Club, “by the staff, for the staff”
  • Contributory Pension Scheme, Simply Health Plan, Life Assurance, LifeWorks and MCard Corporate Discount Card for West Yorkshire travel.
  • Full induction programme and specialised product training

Interested in the role of Customer Support Administrator based in Ilkley, West Yorkshire? Then please apply by submitting your CV and covering letter detailing your current salary to careers@virtual-college.co.uk We are an Equality & Diversity employer. No agencies please.

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