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Customer Service Advisor

Job Description

Company description

We design and deliver world-leading professional assessments. In 2018, we were appointed as the independent assessment organisation for the new Solicitors Qualifying Examination (SQE) which will be introduced in 2021. This will become the sole route to qualifying as a Solicitor of England and Wales and be taken by upwards of 13,000 candidates per year.

We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

As an employer, we work hard to make sure this a great place where everyone has an opportunity to succeed, regardless of sex, race, disability, age, sexual orientation, gender identity, religion or other belief, marital status, pregnancy or parenthood. If you require any adjustments, or additional support within the recruitment process, please contact us directly and we’ll do our best to help.

Job description

To provide outstanding support for existing and prospective candidates, providing a platform to help them create success.

Service Delivery:

• Manage all inbound queries from existing and prospective candidates via telephone, live chat, email and social media, maintaining and improving

Candidate satisfaction:

• Book candidates on Kaplan’s exams where required, reporting queries adhering to strict SLA’s and escalating to 2nd line where necessary

• Management of Kaplan FAQ’s on the website, update accordingly and reacting to candidate feedback

• Manage candidate complaints accordingly and in a timely manner, escalating where needed and following Kaplan complaint procedure

• Complete administrative duties: raising invoices, process bookings and arranging refunds where required

• Provide additional support to candidates at key times such as live exams, booking windows etc.

Administration:

• Excellent administrative skills including organisational, time and documentation (electronic and paper) management skills.

• A proven ability to work accurately with complex and detailed records.

• Excellent IT skills, including Microsoft Word, Excel and Google Suite.

• The ability to learn new systems and processes quickly and efficiently

Continuous Improvement:

• Support the development and improvement of the candidate journey by reporting back on any issues or trends.

You’ll also carry out other duties, within the broad scope and spirit of your role, as requested by your manager. Our business is continuously evolving, so your job description will evolve too.

What you’ll bring

• Excellent communication skills – both written and verbal

• Experience of working within a customer focused environment (preference would be from a call centre environment)

• Experience of working with legal professionals (desirable, not essential)

• Target driven and focused

• Personable and able to build rapport easily with candidates

• Ability to manage a significant workload

• Driven to provide excellence in service

• Proactive and a desire to make a difference

• Team player

• Willing to work within the business required hours

What you can expect

A competitive salary & clear pay structures, progression paths, and a comprehensive benefits package.

You’ll be joining a team with a fun and dynamic culture, a great place to work driven by a shared purpose, where everyone can succeed and build a brighter future together.

Job Types: Full-time, Permanent

Salary: From £28,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Life insurance
• Private medical insurance
• Store discount

Schedule:

• 8 hour shift

COVID-19 considerations:
Social distancing/face masks in public places, hand sanitisers provided.

Work Location: One location

Reference ID: TA6-2022

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