Summer Customer Support Coordinator

7 days ago

Bournemouth, United Kingdom EF Language School Full time

SUMMARY:

- Assists with the smooth running of the Customer Support department ensuring excellent customer service and satisfaction
- Holiday entitlement 20 days per annum pro rata
- Reporting to the Customer Support Manager

**CORE SKILLS**:

- Highly motivated, energetic, positive
- Excellent customer service skills
- Excellent communication & people skills
- Confident with IT
- Enjoys working in a busy & varied service environment
- Highly organised with attention to detail
- Ability to handle difficult situations with ease & remain calm & positive under pressure
- Flexible attitude to work and creative problem solver

**OBJECTIVES**:
To provide outstanding customer service and smooth and effective administration of the school

To maintain EF policies, regulations and Golden Rules

To ensure the highest level of customer service throughout the school

To maintain excellent relationships with sales colleagues, giving prompt, consistent service

To support students in their daily life and enable them to achieve the best experience and highest learning possible

To help maintain ‘one team’, where the different departments liaise and interact effectively and efficiently.

**RESPONSIBILITIES**:

- Processes incoming bookings, modifications, cancellations in line with EF’s Golden Rules. Liaises with sales offices and other departments regarding enrolments to ensure entry and visa requirements are met, and school/accommodation capacity is properly managed.
- Participates in student intakes
- Follows up missing passports to ensure all passport information is scanned and updated in Elektra by the Wednesday of each intake week. Liaises with visa compliance coordinator.
- Covers reception duties on rotation with other staff.
- Deals with general daily student enquiries, ensuring outstanding levels of service and logging all student communication in Elektra.
- Assists students wishing to make course changes, encouraging upgrades and extensions, liaising with sales offices to obtain pricing. Ensures any students expressing a wish to terminate see the Executive Director or Director of Student Services immediately. Produces BCN’s, forwards to sales offices and ensures all relevant departments, including visa compliance, are aware of changes.
- Helps students with insurance claims and arranges medical appointments, ensuring students are accompanied where necessary
- Arranges arrival and departure transfers and liaises with airport reps and taxi companies.
- Liaises with taxi company to problem solve, maintain & improve service
- Manages first week chats, ensuring there are adequate staff members available to conduct each session and any negative comments are followed up.
- Assists with direct sales enquiries showing prospective students around the school, providing quotations and ensuring enquiries are followed up.
- Checks and accepts delivery of school supplies.
- Distributes incoming mail and arranges courier pick-ups.
- Prepares confirmation letters for students.
- Ensures visitor’s book is well managed and all visitors/contractors are issued with name badges.
- Deals with enquiries from sales offices & other incoming calls & enquiries
- Ensures reception area is kept clean, tidy & professional looking at all times.
- Assists with preparing & updating school information such as sales staff booklets, student handbook etc
- Assists with preparing written administration information for student intake folder
- Assists Customer Support Manager with arrangements for familiarisation tours or other visits to school
- Assists with training and induction of new members of staff to Customer Support team and temporary summer staff
- Attends departmental meetings, and school/central meetings as and when required.
- Shares the emergency telephone rota with other staff.
- Assists with the management of the attendance procedure.
- Uses our 'shared cases' system to ensure all changes made / requested by or for students is communicated in a manner aligned with EF's communication commitment with our corresponding global colleagues.

TASKS & RESPONSIBILITIES MAY VARY

**Job Types**: Full-time, Permanent

Pay: From £24,000.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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