Learning Support Advisor

5 months ago

Cookham, United Kingdom The Chartered Institute of Marketing Full time

At **CIM** we are looking for a **Learning Support** **Advisor** to join our Customer Experience. This is a great opportunity for you to play such an important role for CIM as you will be the first port of call for qualification and training support enquiries.

**About the role**

In the role of the Learning Support, you’ll be working as part of a team to deliver an exceptional customer experience to CIMs customers via a range of communication channels. Your role is to advocate for customers and advise them to support a long-term and lasting relationship with CIM

**Hybrid working is fully embedded in CIM's company culture. We work a model of both onsite and remote working, currently 2 days office based / 3 days remote.**

**The hours are 9-5 Monday to Friday with flexibility to cover 8-4 and 10-6 shift patterns**

**In a typical day, you might**:

- Support customers via a range of channels
- Work in collaboration with CIM teams and departments to promote opportunities for the benefit of the customer
- Collaborate across departments to understand policies and process, and to ensure these are as effective and efficient as possible
- Actively listen for and encourage customer feedback, ensuring this is recorded and used to improve the customer experience
- Promote customer-centricity within all activities
- Proactively promote CIM products and services where appropriate
- Assist where required across all team processes for the benefit of the customer
- Maintain understanding of CX industry, key themes, and trends
- Actively engages with CIM products and services for personal development and proudly promotes these to our customers
- Provide solutions with appropriate and accurate advice, promoting one-contact resolutions
- Maintain awareness of relevant policies and regulations
- Make improvement recommendations for the benefit of the customer
- Take ownership of workload and quality of work to meet quality monitoring guidelines
- Ensure all communication effectively reflects our brand, tone of voice and chosen messaging
- Maintain accurate and relevant records in line with GDPR guidance

**For this role, you’ll need**:

- Excellent organisation and communication skills
- Able to remain calm under pressure
- Experience with Microsoft Office products
- Able to learn, retain and adapt to new product/service knowledge
- Strong understanding of CIMs products and services
- Open to constructive feedback
- Proactive and forward thinking
- Be adaptable and use initiative

**Who we are**:
CIM supports, develops and represents marketers, organisations and the profession all over the world. We offer a diverse range of training courses and world-renowned qualifications, which enable modern marketers to thrive in their roles and deliver long-term success for businesses. Our ability to award Chartered Marketer status recognises a marketer’s commitment to staying current and abiding by a professional Code of Conduct.

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