Customer Care Advisor

3 weeks ago

Durham, United Kingdom Learning Curve Group Full time

**Introduction**:
Learning Curve Group is a national training and education specialist we work with further education providers, employers, and learners to help them achieve success. We have strong values which are all centred around our learners - and that is how we believe it should be, as we impact on over 100,000 of them every year. Our ‘Purple People’, the dedicated and passionate people of LCG, help us to deliver success no matter what, to achieve our vision to ‘transform lives through learning’.

**Key Responsibilities**:
We are currently recruiting for multiple positions within our Customer Care Team. We are looking for passionate individuals to join us, who enjoy communicating and supporting people.
Working hours Monday - Friday 9am
- 5pm - 37.5 hours per week.

**DUTIES**

**This role requires someone who is passionate about providing outstanding customer care to our learners and employers. You will be responsible for receiving and responding to all inbound enquiries from customers and will involve you working collaboratively with other teams to provide a timely resolution to the customers enquiry.**
- Respond to and deal with all inbound enquiries from learners by investigating and responding to the enquiry timely.
- Ensure that all learners receive a first class after care service.
- Be able to provide appropriate solutions to learners to enable them to complete their course.
- Be responsible for ensuring you have accurate and up to date business knowledge, to be able to respond to learner queries.
- Provide daily updates to your team leader regarding performance against set key performance indicators.
- Ensure that all learner records are maintained timely and accurately providing a robust audit trail.
- Ensure that all correspondence to customers is professional and provides a positive image of LCG.
- Be adaptable by support colleagues within the team during peak times.
- Conduct your role in line with the company values and expected behaviours.
- Implement and comply with the Safeguarding and Health and Safety Policies.
- Ensure the maintenance of confidentially and professionalism at all time.
- Promote equal opportunities and recognition of diversity throughout the company.
- **You’ll need these important qualities**:

- Ability to work under pressure
- Good communication skills both verbally and written
- Capable of identifying and solve problems and priorities own workload
- Basic knowledge of Word, Outlook and PowerPoint. Good knowledge of Excel including basic formulas.
- An excellent telephone manner
- Previous experience of dealing with incoming calls from customer
- Confident speaker
- Good listening skills
- To be accurate with excellent attention to detail
- To be methodical in your approach

It is essential that you have an excellent telephone manner for this role and have previous customer service experience.
We offer a full induction and training package to our new staff so you very quickly feel part of the team.
**EQUAL OPPORTUNITIES**

Don’t just take our word for it though Our commitment to a number of covenants and pledges will show you just how serious we are about equal opportunities for all:

- Disability Confident Employer
- Armed Forces Covenant Silver
- Domestic Abuse Covenant
- Durham Enable
- Care Leaver Covenant

**PURPLE PERKS**

**26 days annual leave + Bank Holidays**
We understand the gift of time, whether it’s to see your loved ones or just spending time doing the things you love. That’s why in addition to your basic allowance of 26 days your annual leave allowance can rise to as much as 44 days per annum (inclusive of BH) because of these amazing extra leave perks:
**Buy & Sell | **You can buy sell up to an extra 5 days annual leave each year
**2YRS Service | **Staff who have 2YRS service received an extra 2 days annual leave
**5YRS Service | **Staff who have 5YRS service receive a further 2 days annual leave
**10YRS Service | **Staff who have 10YRS service receive a further 1 days annual leave

**We have a huge range of perks which you can look at **here**

**HEAD OFFICE PERKS**
We wish we could provide these to all, but as a national company its not always possible. However these perks are available to all staff when they attend our incredible Head Office space.
- Electric Car charging points
- Free fruit, Coffee and Tea
- Onsite Shower
- Prayer room on request or list of nearest available places of worship

**Working Flexibly**
If the working hours, days or times don't quite meet your needs please contact us to see if we can accommodate working flexibly.

**Essential Criteria**:
Learners are at the centre of everything we do so we are committed to safeguarding and promoting their welfare. If your role is applicable, the successful applicant will be required to provide satisfactory references and prove their eligibility to work in the UK. Depending on your role, we may also need to carry out a DBS check in addition to an adverse media / digi

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