Role Purpose

The Customer Experience Advisor supports our clients strategic and operational objectives by delivering an efficient, professional and customer-focused service. The role involves managing customer enquiries, supporting operational processes, maintaining compliance and contributing to continuous improvement across the organisation.

Key Responsibilities

1. Act as the first point of contact for external stakeholders, responding to enquiries via telephone, email, live chat and Microsoft Teams.
2. Provide accurate advice, guidance and support to customers, promoting their products and services.
3. Maintain up-to-date knowledge of their products, services, systems and customer service standards.
4. Deliver a consistent, high-quality customer experience in line with organisational policies and regulatory requirements.
5. Process learner registrations, certification requests, centre recognition, quality mark and qualification applications accurately and within agreed timescales.
6. Coordinate application processes, allocate tasks to colleagues and communicate decisions and outcomes to centres.
7. Provide training and guidance to centres on the effective use of their systems.
8. Maintain accurate customer records, accounts, audit trails and electronic files.
9. Identify and recommend improvements to customer service processes, systems and procedures.
10. Provide administrative support for their training programmes, events, marketing activities and wider organisational projects.
11. Support other teams and senior colleagues with operational and administrative activities as required.
12. Record incidents and issues promptly to support the Risk Register and risk management processes.
13. Liaise with the Finance Team to ensure appropriate charges are raised and invoiced.
14. Represent our client at external events, meetings and conferences, acting as an ambassador for the organisation and representing the CEO when required.
15. Maintain compliance with relevant legislation, GDPR, health and safety requirements and organisational policies.
16. Manage financial responsibilities in accordance with their procedures and undertake relevant continuous professional development.
17. Undertake additional duties appropriate to the role and contribute to the achievement of their strategic objectives.

Experience, Knowledge and Skills

Essential:

1. Experience in customer service, coordinating processes and working independently in a busy, target-driven environment.
2. Good knowledge of Microsoft Office, with a minimum Level 2 qualification in English and Maths or equivalent.
3. Experience of achieving objectives, delivering training and demonstrating ongoing professional development.
4. Understanding of the UK qualifications landscape, awarding organisation sector and regulatory frameworks, including Ofqual, SQA and Qualifications Wales.
5. Excellent written and verbal communication skills, with the ability to engage professionally with stakeholders at all levels.
6. Strong organisational, planning, problem-solving and interpersonal skills, with excellent attention to detail and the ability to maintain confidentiality.
7. Commitment to equality, diversity, inclusion and continuous improvement.

Desirable:

1. Experience working within an awarding organisation, knowledge of their policies and procedures, and experience supporting senior leaders with operational planning.
2. Full driving licence.

Values, Behaviours and Performance

1. Demonstrate our clients values and behaviours, promoting service excellence, professionalism and a customer-focused approach.
2. Actively support an inclusive, respectful and anti-racist culture, maintaining zero tolerance for discrimination, harassment and victimisation.
3. Contribute to strategic priorities by optimising resources, building public confidence, supporting organisational growth, retaining centres and strengthening customer service.
4. Comply with organisational policies and procedures. The job description may be reviewed to reflect changing business needs, with significant changes discussed and agreed with the CEO or COO.

Paul Feldman is the National Skills Agency Data Protection Officer. Your data will be stored until notice is given by you for it to be removed. Our Data Protection Policy will be forwarded to you on request. As we get a high number of applications we may be unable to give feedback to unsuccessful candidates. We will retain your details to  keep you informed of other opportunities. National Skills Agency Ltd is acting as an Employment Agency in relation to this vacancy and is an Equal Opportunities employer we welcome applicants from all backgrounds.