Customer Service Adviser - Student Support

Customer Service Adviser-Student Support

Discover the unique opportunity to work with our client at The Open University, a distinguished public Distance Learning and Research University. As one of the largest universities in the UK for undergraduate education, they are at the forefront of innovation and education excellence.

If you are excited about the prospect of working in a collaborative environment within a supportive team, then we have an exciting opportunity for you. We have vacancies within The Open University's Student Recruitment and Support Contact Centre as a Customer Service Adviser based in Manchester, paying £12.03 per hour. This position has a fixed start date, and you must be able to start in the role on Monday 3rd June 2024, a full commitment to the length of the contract is needed (to Friday 27th September 2024).

This is temporary role working full-time (37 hours per week).

The first seven weeks will be based in the office so that successful candidates receive full training, after this period, a hybrid working pattern will be in place (you will be supplied with a laptop). You will have to work to a flexible working pattern which will be between the current opening hours of 8.00am - 6.30pm Monday to Friday.

Please note that leave will be restricted during the initial training period, and for the last week of August and the first two weeks of September as this is the peak operational period.​

About the Role

This is a busy and varied role, as an Adviser you will be the first point of contact (by phone and email) for prospective and current students seeking information about study at the university. The team support students by ensuring they have the information they need to make the right study choices for them and can enrol and pay using their chosen method. This team works with colleagues across the University to support students and enquirers.

The role involves significant telephone work (both inbound and outbound), to provide support to students through their study journey, as well as email, letter & webchat. You will need to be confident working with multiple systems, information, and databases, to maintain student and enquirer details. Whilst ensuring that prospective and current students are given correct information and work with colleagues across the University to provide support.

Key Responsibilities

• Provide information to both prospective and current students supporting them with registration processes, funding enquiries and general information about The Open University via inbound/outbound phone calls and emails.
• Proactively transfer calls to appropriate departments for further advice and guidance.
• Use your experience and initiative to respond to issues, interpreting and applying procedures and guidelines as laid out within agreed policies.
• Undertake administrative and operational processes to action prospective and current student requests in an effective and prompt manner.
• Capture student contact and review and update records using university systems.
• Work to a daily schedule to ensure that all activity is dealt with promptly and effectively within agreed Service Levels.
• Meet and strive to exceed the expected service standards as set within our quality framework, delivering a positive experience for all prospective and current students by putting them at the heart of everything you do.

Skills and Experience

• Commitment to delivering excellent Customer Service, with a "can do" attitude and in a professional manner.
• Excellent communication skills, both oral and written e.g. effective telephone techniques, explain policies and processes and ability to write clearly, succinctly, and correctly.
• Ability to understand and follow documented information and procedures.
• Ability and the initiative to resolve a range of diverse queries.
• Proven IT skills, including use of Microsoft Office packages.
• Good personal organisational skills including the ability to meet targets, working productively and accurately in a busy environment.
• Experience of working in a customer facing office environment with high volume telephone calls, emails, and correspondence.
• Experience of working effectively in a team.
• Flexibility to adapt to fluctuating work demands.
• Commitment to ongoing professional development.
• Commitment to and understanding of equal opportunities and diversity.

Desirable

• Experience of working within a higher education environment

The client promotes diversity in employment and welcome applications from all sections of the community.

If you would like to know more about this exciting opportunity, please apply online - closing date Tuesday 14th May 2024.