Customer Service Manager

2 days ago


Newquay, United Kingdom King's Service Centre Full time
About the Role

We are seeking a highly motivated Education Support Specialist to join our Newquay-based team at King's Service Centre. As a key member of our Service Desk team, you will be responsible for providing first-line support to students, alumni, and third parties, responding to queries and resolving issues promptly and efficiently.

Key Responsibilities
  • Respond to student enquiries via phone, email, and web chat, providing accurate and helpful information.
  • Utilise knowledge banks and CRM systems to resolve student queries and escalate complex issues to senior advisors.
  • Develop and maintain relationships with students, academics, and other stakeholders to ensure effective communication and collaboration.
  • Contribute to process improvements and implement changes to enhance customer satisfaction and efficiency.
Requirements
  • Bachelor's degree in a relevant field, such as Education or Customer Service.
  • At least 2 years of experience in a customer-facing role, preferably in a higher education setting.
  • Proven track record of delivering excellent customer service, with a focus on problem-solving and conflict resolution.
  • Strong analytical and communication skills, with the ability to work independently and as part of a team.
What We Offer
  • A competitive salary of £35,000 - £40,000 per annum, depending on experience.
  • 10% Performance-related bonus.
  • 30 Days holiday and maximum of 8 public holidays (pro-rata).
  • Sick pay.
  • 4 Discretionary Christmas Closure Days.
  • Contributory pension scheme.
  • Life Assurance cover.
  • Service time - 3 Volunteer days per year.
  • Free onsite parking & Bike racks.
  • Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements).
  • Student Discount (access to Totum, Unidays & Student Beans).
  • CycleScheme.
  • TechScheme.
  • Opportunities for formal training and professional certification.
  • Free access to LinkedIn Learning.
  • Free access to Future Learn short courses.
  • Potential for internal promotion and advancement.


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