Customer Experience and Complaints Manager
4 weeks ago
About the Role:
This exciting opportunity has arisen for a highly organized and customer-focused individual to join our Exams Centre team at International House London. As a key member of our team, you will play a vital role in ensuring the smooth running of our exams operations.
Key Responsibilities:
- Support the Exams Experience Supervisor and wider exams department to ensure the efficient delivery of exams services.
- Respond to candidate queries via phone, email, and face-to-face, providing excellent customer service and resolving issues promptly.
- Process payments, log stock usage, and assist with candidate complaints in a professional and courteous manner.
- Support with processing applications using exam registration systems, taking and recording payments, and assessing and processing ID and verification documents.
- Check and log live test materials and work with the Support Staff Manager to arrange test day staff training and input sessions.
- Collect and prepare examiner samples for monitoring, prepare review packs for examiners, and assist with support staff performance reviews and tracking.
Requirements:
- Excellent organizational and time management skills, with the ability to work unsupervised and prioritize tasks effectively.
- Experience in following stringent systems and processes, with a strong attention to detail and ability to maintain confidentiality.
- Excellent interpersonal and communication skills, with the ability to work effectively with colleagues, candidates, and external partners.
- Demonstrable ability to use different IT packages confidently and competently, with a strong understanding of financial records and basic numerical information.
- Ability to work flexibly as part of a small team, with a commitment to acting in the best interests of the staff, candidates, and test center at all times.
Desirable Skills and Experience:
- Experience working within an exams environment, with a strong understanding of exam procedures and protocols.
- Experience of working with clients in an international context, with a strong appreciation of cultural diversity and sensitivity.
What We Offer:
- A competitive salary and benefits package, including 30 days annual leave (plus 8 bank holidays, pro-rata for part-time employees).
- Occasional hybrid working, with access to Togetherall and corporate discounted cash health plan.
- Training and growth opportunities, with free language training for IH courses.
International House London's Values:
Ethical, Inclusive, Innovative, Passionate, Professional
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