Job Profile Student Support - Customer Service
Contract Type Permanent

Job Purpose

The School of Business is looking for student/customer-oriented person to join the programme support team predominately based in London Shepherd’s Bush and Waterloo campuses. This role is an integral part of the school in supporting students with a range of queries face to face, email and phone.

The post holder will have excellent customer service and carry out key operational tasks related to each learner’s journey in conjunction with key stakeholders across the business. This includes communications to students, clients and stakeholders inside and outside the school, responding in a timely manner to administrative queries.

Key Responsibilities:

• Act as a point of contact for all queries and offer excellent customer service and issue resolution
• Provide regular communication to learners regarding their programme of study, ensuring relevant and consistent messaging for all students
• Ensure that accurate student records are maintained used for planning e.g budget forecasting, timetabling, and progression
• Providing accurate reporting to management and other stakeholders
• Working with key teams to ensure learners have appropriate access to timetables, virtual learning environment, library and other appropriate resources
• Provide safeguarding support to students following policies and procedures
• Monitor learner attendance and follow up in line with student engagement policy
• Liaison with internal departments as necessary, to include: Client Services, Student Records, Examinations Office, Resourcing, Academic Administration and Faculty/Coaching teams.
• Regular and accurate maintenance of appropriate programme information systems (e.g. SharePoint and Banner)
• Contribute to the development of appropriate programme systems and processes
• Other activities as and when required by the school

Department School of Business - Operations
Vacancy location UK, London, London Shepherd's Bush

Candidate Criteria

Essential:

• Customer service experience
• Experience of working with multiple stakeholders
• Experience of working within a service delivery environment working towards KPI's and SLA's
• Demonstrable experience of commitment to improving service and customer satisfaction
• Ability to coordinate complicated operational challenges
• Excellent written communication skills
• Excellent presentation skills
• Excellent computer/IT skills
• The ability to work well in a team and be collaborative
• Good communication and active listening skills

Desirable:

• Ideally educated to degree-level, however applications from candidates with appropriate and relevant work experience or other equivalent qualifications will also be considered
• Experience of working in higher education, however other relevant industries of experience will also be considered
• Have a flexible and responsive approach to workload and the ability to proactively prioritise accordingly

Employment Details

Contract Hours 37.50
FTE 1.00
Salary Competitive