Customer Care Administrator

2 months ago

London, United Kingdom Mobile Testing Solutions Ltd Full time

**Customer Care Administrator (x2)**

**Are you looking for a great customer care role in London?**

We are looking for two new Customer Care Administrators to join our dynamic and fun exams company in London. As a Customer Care Administrator, you will be responsible for providing exceptional customer service to MTS's exam customers (test takers).

MTS is a dynamic and exciting place to work with plenty of opportunity to learn new skills and grow professionally.

**Key information**:

- ** Eligibility**:Must have long-term eligibility to work in the UK - we cannot accept applicants with no eligibility to work in the UK.
- ** Start date**:ASAP.
- ** Deadline for applicants: Monday 6 March at 11.59pm**. Shortlisting thereafter.
- ** Interviews**:w/c 13 March 2023** (serious applicants should diarise this week)
- We look forward to hearing from you

**Location**:

- Working from MTS’s London head office, at **65 Westcroft Square, London, W6 0TA**.

**Key eligibility criteria**:

- Must have long-term eligibility to live and work in the UK.
- Must comply with a UK government Enhanced DBS (Disclosure and Barring Service) check.

**Type of contract**:

- ** Full-time **(**5 days per week/35 hours per week**) fixed-term (12 months) contract - with high likelihood of making permanent dependent on performance.
- We are also interested in welcoming applicants who are seeking a **4 days per week/28 hours per week)** role.

**Salary**:

- ** Band 5 **which has a salary range of between** £20,600 - £26,000 (including London weighting)** dependent on skills and experience, payable monthly in arrears. Additional discretionary bonus / commission available dependent on financial performance of the businesses and proven income generating activities and achievement of targets.

**Working pattern**:

- 5 working days per week, **09:00-17:00, Monday-Friday,** or 4 working days per week, flexible pattern to be agreed.

**Job purpose**:

- To deliver high quality front line enquiries and administrative support for customers of MTS, following agreed customer care standards and other internal requirements and procedures.
- To carry out additional administrative tasks and activities according to MTS's business needs.

**Main responsibilities**:
**Customer care**
- To respond to all customer enquiries accurately, promptly, to agreed customer care standards in a friendly, courteous and helpful manner. Where enquiries need to be passed on, these are transferred efficiently and effectively to other teams or individuals, following agreed protocols and scripts.
- To provide back office support to ensure smooth running of the customer care function, and to cover for other Customer Care Administrators at busy times, for breaks, for annual leave, sick leave, etc.
- To escalate problematic, complex or high-risk customer issues to the Exams Manager for prompt attention and resolution.
- To occasionally act as an usher or invigilator to customers arriving at our London venue exam sessions taking place on weekdays.

**Upselling**
- To be aware of all the tests, prep classes, courses, and all other products and services that MTS offers.
- To actively promote or upsell the MTS products or services that the customer is likely to be interested in.

**Administration and communication**
- To maintain and update administrative databases, spreadsheets and systems with accurate and complete customer data.
- To deliver effective call-back and follow-up communications with customers, eg clearing of uncompleted bookings, etc.
- To monitor all customer inboxes regularly and effectively, and ensure that no customer correspondence is missed.

**Financial payments, refunds, etc**
- To process customer payments via multiple channels, using FirstData and other platforms.
- To ensure all refund requests are captured in relevant databases, analysed against current policy and sent promptly to the Exams Manager for decision and further action.
- To check payment references against booking references and ensure the completeness and accuracy of payment data.

**Other**
- To ensure that confidential, internal documents, information and data are not disclosed to anyone other than their intended recipient/reader.
- To comply fully with MTS’s GDPR and data protection policies and standards and Safeguarding (Children and Vulnerable People) policy.
- To carry out any other tasks and activities for MTS, according to business priority, as appropriate for this level role in the organisation.

**Direct reports**:

- None

**Skills, knowledge and experience required**:

- Good communication skills including excellent telephone manner and good standard of written English
- Excellent telephone manner and calm approach to difficult customers
- Fully IT literate and very comfortable with commonly used IT products and services
- Ability to work effectively under own initiative and under pressure
- Experience in customer services roles desirable but not essential
- Knowledge of

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