Education and Support Specialist

4 weeks ago


Newquay, United Kingdom King's Service Centre Full time
Job Description

Overview: King's Service Centre is seeking a highly skilled and motivated individual to join our Newquay-based Service Desk team as a Senior Student Enquiries Advisor. This exciting opportunity will allow you to gain experience in a student support environment, utilising your skills and expertise in customer service.

The successful candidate will be responsible for providing world-class 1st line support to various enquiries from current students, alumni, and third parties. You will work closely with the team to manage the student lifecycle from application to graduation, gaining and sharing knowledge to deliver exceptional customer satisfaction.

Key Responsibilities:

  • Manage and resolve student enquiries via online forms, phone calls, and web chat
  • Collaborate with the team to develop and maintain comprehensive knowledge bank (Student Services Online)
  • Escalate complex issues to senior colleagues while providing guidance and support to junior team members
  • Contribute to improving service performance KPIs through proactive problem-solving and effective communication

Requirements:

  • Degree in relevant field or equivalent experience
  • At least 2 years of experience in a Service Desk environment or customer-focused enquiry service
  • Strong interpersonal, communication, and document writing skills
  • Understanding of enterprise / complex support environments
  • Ability to adapt quickly to changing technologies and processes
  • IT skills, including Microsoft 365 and/or Customer Relationship Management (CRM) systems
  • Effective time management and prioritisation skills

Benefits:

  • Salary: £35,000 - £45,000 per annum, depending on experience
  • Hybrid working arrangement, minimum 5 days per month in the office
  • 10% Performance-related bonus
  • 30 Days holiday and maximum of 8 public holidays (pro-rata)
  • Sick pay and contributory pension scheme
  • 4 Discretionary Christmas Closure Days
  • Life Assurance cover and Service time - 3 Volunteer days per year
  • Free onsite parking and Bike racks
  • Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
  • Student Discount and CycleScheme
  • Opportunities for formal training and professional certification
  • Free access to LinkedIn Learning and Future Learn short courses

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