Customer Experience Operations Administrator

Cardiff (Caerdydd) (GB)
14 Jun 2017
End of advertisement period
30 Jun 2017
Contract Type
Full Time

Customer Experience Operations Administrator

Full-time, permanent, 37.5 hours per week

Salary: Hay Grade 11

IB Global Centre, Cardiff

If you're looking to work for a global organization with a meaningful mission, and with colleagues all over the world, then the International Baccalaureate® (IB) may have the ideal opportunity for you!

The IB is a leading global not-for-profit educational organization that offers curriculum and assessment worldwide to children aged 3-19. Our education programs encourage students to be active learners, well-rounded individuals and engaged world citizens.

In addition, we offer comprehensive professional development to support schools and educators.

The IB offers you a unique opportunity to use your skills and attributes in a passionate, mission-focused environment. We’re seeking the best talent, who have not just the required expertise and technical skills but also the behavioral qualities needed to support a variety of stakeholders in the education sector.

In return, you’ll get to work in a learning organization committed to your growth and development, with internationally minded professionals. If you meet all the requirements for this position and you’re seeking just that kind of opportunity, please apply!

Job Purpose:

The Customer Experience Operations Administrator role is responsible for delivering a high quality first-line service to the IB Community and customers. The Customer Experience Operations Administrator will focus on providing consistent information and effective management of customer queries through various communication channels: telephone, email and the web

Job Duties:

  • Understanding the customer’s needs and priorities
  • Providing a warm, professional and understanding service to our customers
  • Providing clear, timely, and accurate responses to enquiries
  • Accurate recording, categorization and escalation of enquiries
  • Seeking opportunities to improve customer experiences through insights or trends
  • Championing the customer internally to improve overall customer experience.

Job Requirements:

  • Bachelor’s degree recommended, and/or, strong experience in a comparable role
  • Experience of working in a customer-facing role
  • Fluent in English and either French or Spanish (essential)
  • Able to work effectively in a global environment
  • Experience using customer relationship software (preferred)
  • Flexibility to work some weekends and bank holidays when necessary
  • Knowledge of the IB, IB Programmes or being an IB Alumni is a plus

Other Special Requirements: 

Flexibility to work shifts between 08:00 - 16:00 and 11:00 - 19:00 on a 2-week rotation.

Applications are being received until 30 June 2017

*The International Baccalaureate is an Equal Employment Opportunity (EEO) employer*

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