Customer Support Advisor

Are you passionate about delivering excellent customer service?

Do you enjoy being the first point of contact, resolving queries efficiently and ensuring every customer feels supported?

A university in East London are looking to appoint several Customer Support Advisors to their team on temporary contracts to start end of March/early April. You will need be on-site daily to join a dynamic and diverse team based at one of the three East London sites (Stratford x2 and Docklands on the DLR).

You will be joining the ‘student hub team’ who provide exceptional student and customer-focused guidance to students, staff, and external partners across a range of areas including:

• Student wellbeing
• Student Money Advice & Rights
• Disability & Dyslexia
• Student Engagement
• Retention and Success
• Student Conduct
• Student Life
• Residential Life
• Sexual and Domestic Violence Advice
• Chaplaincy

You will provide a welcoming and inclusive environment for all student and staff customers through front-facing services, contact centre support and virtual administration for a wide range of student enquiries as related to any of the above areas.
You will need to bring a keen sense of professionalism and personal integrity, excellent interpersonal skills and the ability to network and deal with staff and students in a sensitive, professional manner.

Key duties:

• To deliver front-line support across all hub service channels (telephony, helpdesk, administration), managing a wide range of student enquiries
• Resolve issues at first contact, where possible, referring more complex queries to specialist services as needed
• Access and interpret student records and related IT systems, liaising with stakeholders to confirm entitlements and assist in effective issue resolution
• Represent the Student Hub at various University committees, contributing insights and feedback
• Accurately log all queries and interactions using the helpdesk IT systems
• Produce and distribute student ID cards

 
Experience / skills required:

• Experience in a customer service setting demonstrated either in person, over the phone, or both.
• Exceptional customer engagement and telephone skills, with the ability to communicate clearly and politely, listen actively and adapt information to meet individual needs.
• Able to diagnose customer queries with a strong attention to detail, along with the ability to multi-task whilst investigating queries (e.g.typing/searching/listening).
• Excellent organisational and time management skills
• Ability to work flexibly across our three campuses as required.

Process
If you are available from early April for an exciting opportunity to work in an impressive university, please submit your CV today.  If your CV reflects the above essential criteria then a member of the TPP team will be in touch with you shortly.

Successful candidates will be screened on a call for the above experience and skills and then, if successful, you will be invited to an on-campus assessment day early-mid March.

If appointed, you will receive 4-5 weeks of on-site training to build your knowledge and skills for this role.


 

We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.