Customer Service Executive

2 weeks ago

Oxford, United Kingdom Oxford Royale - Head Office Vacancies Full time

**About Oxford Royale**:
Oxford Royale is a leading global provider of elite summer schools. Driven by a firm belief that education is about much more than a formal classroom, we offer young people unparalleled cultural and learning experiences, giving them a window to a world of opportunity.

Our award-winning international summer school is seeking to recruit a friendly, personable Customer Service Executive (Collections) to assist and support our customers with the settlement of their outstanding fees.

This is a super opportunity for a confident, self-driven professional with excellent communication skills to work with great colleagues in a fast-paced, supportive environment, speaking with international parents and partners based all around the world.

**Duties and Responsibilities**:
The Collections function sits alongside our wider Admissions team, which is responsible for all direct-to-customer recruitment and customer support and service. The Customer Service Executive (Collections) has specific responsibility for ensuring that all course fees are paid by customers in a timely manner and in line with the deadlines to which they have committed.

**Typical duties include**:

- Tracking customer fee status using spreadsheets and our bespoke order management system
- Making telephone calls to customers with outstanding course fees prior to their deadline, to remind them that fees are due
- Updating spreadsheets and systems with records of conversations and calls
- Sending payment links to customers via our system
- Sending reminder SMS messages to customers via our system
- Escalating any cases of non-payment or request for payment plans to the Associate Director for review
- Answering basic customer service questions
- Representing the Oxford Royale team in a friendly, personable manner
- Supporting with collections of fees from third-party Educational Agents ("B2B Collections")
- Contacting customers to remind them of outstanding forms or pre-summer tasks, including medical forms

**Person Specification**:
**Essential Requirements**:

- Confident, friendly and personable
- Exemplary telephone manner and excellent written communication skills
- Polite, patient and persuasive - able to understand concerns and overcome objections
- Well-organised individual with strong attention to detail
- Strong work ethic and self-starter, able to effectively manage multiple priorities within a fast-paced environment
- Ability to work independently and as part of a wider team
- Proficient and confident in the use of basic telephonic systems, computer systems and technology
- Able to learn new systems quickly

**Desirable Requirements**:

- Experience with Google Workspace, especially Google Sheets
- Experience in dealing with international clients
- Experience working in an education environment

**Position Details**:

- 40 hours per week, Monday - Friday (9:00 to 17:30). Some weekend and evening work may be required
- Fixed Term contract: March - July
- Based at our office in Oxford (OX4). Hybrid or fully remote working can also be offered
- 32 days' holiday per year (inclusive of public and bank holidays)
- Reports to Associate Director

**More About Oxford Royale**:
Our unique educational model is all about partnership. Every student has unique skills, strengths, and dreams - our role is to mentor and guide them, to introduce and explore new concepts, and to help them realise their true potential.

Oxford Royale was founded nearly 20 years ago, with a vision to offer young people a broader and richer learning experience, and to drive their success in paths that they may not even have considered. Over the last 18 years, OR has welcomed more than 30,000 students from over 175 nations and has become a three-time winner of the Queen's Award for Enterprise, and a five-time winner of the BETA Award for best educational product.

Students can choose from 15 courses, all designed to help them gain confidence, experience, and a competitive edge. They can experience life in an Oxford or Cambridge University college, in the heart of cosmopolitan London, or on campus at an Ivy League institution. They visit some of the most heritage-rich locations in the United Kingdom and the United States of America, taste a degree in medicine, engage with contemporary global issues, explore business and more - whilst always working with peers from around the globe.

We have built an outstanding, talented team of admissions executives, teachers, counsellors, and operations managers, who all share our vision to inspire young people to reach their potential. Over many years, our approach has been proven to motivate young people to achieve more than they ever believed possible.

Visit our website to find out more about Oxford Royale.
- We incorporate equality into all we do, making every effort to eliminate discrimination, create equal opportunities and develop good working relationships._

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