Customer Support Administrative Officer

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Itec are one of the most vocationally diverse employee-owned independent training providers. Apply today to join our employee ownership team and be part of shaping the future and people lives by visiting https://www.itecskills.ac.uk/work-with-us
At Itec our employees have access to several great benefits, including 30 days annual leave, health care scheme, 35 hours working week, discounts for retail and gym membership, bonus scheme, life insurance, employee of the month awards, length of service recognition and much more.
Customer Support Administrative Officer
We are looking for a motivated individual to contribute to the efficiency and effectiveness of the company by providing outstanding customer service to all provisions across Itec.
Salary Banding: £20,800 to £23,000 based on skills and experience.
Base: Itec House, Cardiff
Contract type: Full time, Permanent.
Hours of work: Monday to Friday 9:00am to 4:30pm
What are the core responsibilities of this role?
Responsible for obtaining relevant customer information through appropriate communication channels. Using appropriate techniques to fully understand the customer’s wants and needs and to verify understanding with the customer. Being the first point of contact to customers on the provision referrals
Responsible for using in-depth knowledge of Itec products, services, processes, and systems.
Working in partnership daily with internal and external teams to discuss individual customers wishing to join the provision.
Coordination of all the eligibility documentation, registration, certification, and compliance for all customers.
To be the main point of contact for the customer through the welcome process and before they start officially on any provision.
Managing the in-work support process, tracking process and mentoring calls for each participant. Support teams regarding customer who fail to attend.
Meeting Key Performance Indicators in relation to your role
Updating information digitally in a timely manner.
Responsible for dealing with complaints and queries in a timely, professional, and effective manner.
To support with audit preparation on a regular basis
What skills and experience are we looking for from potential applicants?
Essential criteria
· Customer Service experience
· Previous experience of working in a target driven environment.
· Excellent communication and Interpersonal skills
· Good Organisational skills
· IT literate
Desirable criteria
Experience within the training industry
Qualified or with the potential and willingness to work towards, NVQ Customer Service or Business Administration L2 or equivalent.
Information Advice Guidance IAG Qualification
Ability to speak Welsh.
· Experience of work-based learning.
This role is subject to a DBS check. The cost of the DBS check will be met by the company.
Itec operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions, or trade union membership.
Itec reserve the right to close this vacancy sooner if a large number of suitable applications are received. Therefore, we encourage early applications to ensure consideration for this post.
Should you not hear from us 2 weeks after application, unfortunately you have been unsuccessful.

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