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Student Support Advisor for Service Centre
2 months ago
Student Support Advisor for Service Centre
Location: Milton Keynes
Hybrid Work Options Available
Contract Duration: 9 months
Work Schedule: Full Time, 35 hours per week, Monday to Friday
Salary Range: £26,250 - £27,672 per annum
About Us
Become a part of our vibrant team at the ICAEW Service Centre in Milton Keynes. As a prominent professional membership organization, we are committed to upholding excellence in the accounting profession. We are currently on the lookout for an enthusiastic and customer-oriented individual to fill the role of Student Support Advisor.
If you have a passion for engaging with customers over the phone, enjoy assisting and guiding individuals, and take pride in delivering outstanding customer service, this position may be the perfect fit for you.
This full-time role comes with a 9-month contract, based at our Service Centre. The working hours consist of 8-hour shifts typically scheduled between 8:30 AM and 5:30 PM, with additional support during exam periods and peak times from 6:00 AM to 7:00 PM.
Role Overview
Your primary responsibility will be to assist ICAEW students and prospective members from the initial stages of registration through to their membership award. You will play a vital role in maintaining our reputation for excellence by providing a first-rate, multi-channel inquiry service, ensuring accurate and timely information is delivered to all inquiries while meeting service level standards.
As a Student Support Advisor, you will uphold the professional and quality service synonymous with the ICAEW brand in every interaction.
Key Responsibilities
- Handle a high volume of incoming calls from students, guiding them through each step of their journey with ICAEW.
- Manage a diverse range of inquiries across multiple channels (phone, email, web chat, web form) from initial query to resolution, taking ownership of each case to enhance the customer experience.
- Provide professional, timely, and personalized responses in alignment with ICAEW values, striving for 5-star satisfaction ratings at every interaction.
- Conduct outbound calls to follow up on outstanding matters or documentation.
- Work towards challenging targets, demonstrating flexibility to support the team during peak inquiry periods.
- Collaborate with colleagues across ICAEW to enhance student communications and satisfaction beyond inquiry management, including identifying content improvements.
Candidate Requirements
We are looking for candidates who possess:
- Exceptional customer service skills, with a genuine enthusiasm for engaging with customers over the phone and the ability to build rapport quickly.
- Strong written and verbal communication skills, reflecting ICAEW's professional image while managing inquiries with empathy and support.
- Experience in handling multi-channel inquiries, including phone, email, and online chat.
- A proven ability to prioritize tasks and deliver excellence in a fast-paced environment, meeting daily and monthly targets.
- Good IT proficiency and experience in multitasking: managing inquiries while documenting summaries and sending relevant information.
Why Join ICAEW?
We aim to create a work environment where you can thrive and excel in your role.
Our workplace is friendly and supportive, fostering respect for personal differences among colleagues.
We are a diverse organization, employing skilled individuals from various backgrounds and supporting their growth through training and development opportunities.
We prioritize sustainability and actively work to minimize our carbon footprint, whether through energy-efficient practices in our facilities or encouraging recycling and reduced paper usage.
Employee Benefits
- A comprehensive suite of training and development programs.
- Flexible working arrangements.
- A generous benefits package, including gym discounts, pension plans, lifestyle rewards, and health and dental plans.
We are a disability confident employer.
