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Customer Care Administrator

4 months ago

London, United Kingdom Mobile Testing Solutions Ltd ("MTS") Full time

Career Opportunity

MTS provides examination services at venues across the UK and Ireland and also has an online language school specialising mainly in IELTS exam preparation courses.

MTS is currently looking for a permanent, 3 days a week Customer Care Administrator at its London headquarters, situated at 65 Westcroft Square, London, initially on a 12-month fixed term contract basis.

| Customer Care Administrator

**Job Details**:

- Part-Time (21 hours a week)
- Working pattern: Ideally 9am-5pm, Tuesdays, Thursdays and Fridays, but open to discussion.
- Salary: £13,800 p.a. for a 0.6WTE (3 days per week) role, which is equivalent to £23,000 p.a. pro-rata if full-time
- Role type: Fixed-term (12 months), with high likelihood of making permanent after first year
- Location: Office-based role with flexibility of working from home if convenient. Our offices are at 65 Westcroft Square, London, W6 0TA.
- Eligibility: Must be eligible to work in the UK
- Start date: Immediate start
- Reporting To: Customer Care Manager

**Main Responsibilities**:

- Respond to all customer enquiries accurately, promptly, to agreed customer care standards in a friendly, courteous and helpful manner
- 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
- Escalate problematic, complex or high-risk customer issues to the Customer Care Manager for prompt attention and resolution
- Occasionally act as an usher or invigilator to customers arriving at our London venue exam sessions taking place on weekdays
- Actively promote or upsell the MTS products or services that the customer is likely to be interested in
- Maintain and update administrative databases, spreadsheets and systems with accurate and complete customer data
- Deliver effective call-back and follow-up communications with customers, e.g. clearing of uncompleted bookings, etc
- Monitor all customer inboxes regularly and effectively, and ensure that no customer correspondence is missed
- Process customer payments via multiple channels, using FirstData and other platforms
- Ensure all refund requests are captured in relevant databases, analysed against current policy and sent promptly to the Customer Care Manager for decision and further action
- Check payment references against booking references and ensure the completeness and accuracy of payment data
- Comply fully with MTS’s GDPR and data protection policies and standards and Safeguarding (Children and Vulnerable People) policy

**Person Specification**:

- At least two GCSEs, including English and Maths
- Experience in customer services roles
- Experience within the education or examinations sector is desirable
- Basic IT Literacy
- Fully fluent in English language including business English
- Attention to detail
- Absolute commitment to confidentiality and duty of care
- Customer centric
- Excellent communication, including excellent telephone manner and calm approach to difficult customers
- Good interpersonal and relationship-building skills
- Excellent written and verbal communication skills
- Able to meet work quotas
- Must have long-term eligibility to live and work in the UK

If you think that you have the right profile for this position and you wish to join our friendly and dynamic team, please submit your up-to-date CV using the platform you are reading this job advertisement.

**Closing date**: 18 April 2024. The process may be extended if needed.