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Service Centre Student Advisor
2 months ago
Job Summary
We are seeking a highly motivated and customer-focused individual to join our dynamic team at the ICAEW Service Centre in Milton Keynes as a Service Centre Student Advisor.
About the Role
As a Service Centre Student Advisor, you will be responsible for supporting ICAEW students and prospective students from initial registration/interest through to award/membership. You will contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers & ensure service level standards are delivered.
Key Responsibilities
- Manage high volume inbound calls from our students, supporting them through every step of their journey with ICAEW.
- Manage high volume multichannel enquiries (phone, email, webchat, webform) from query to resolution. Take ownership and responsibility for resolving enquiries and improving the customer experience.
- Deliver a professional, timely and personalised response in line with ICAEW values aiming for 5* satisfaction scores at every interaction.
- Make outbound telephone calls to contact individuals in relation to outstanding matters or documentation.
- Work to challenging targets, working flexibly to support the team during key peaks in enquiry activity.
- Work with colleagues across ICAEW with activities to support student communications and satisfaction outside of enquiry management e.g. identifying icaew.com content amendments and improvements.
Requirements
- Exceptional customer service skills and experience with a love of talking to customers on the phone and the ability to build rapport in minutes.
- Excellent communicator both written and verbal, emulating ICAEW's professional image. Managing all enquiries with empathy and support.
- Experienced in managing multi-channel enquiries, phone, email, online chat and social media.
- Proven ability to prioritise and deliver excellence in a fast-paced environment. Working to challenging daily and monthly targets.
- Good IT skills and experience in multi-tasking: managing and resolving the enquiry while adding summary notes and sending links and emails.
