At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.

Customer Services Adviser

Permanent

Manchester: 23580 - 25450

Hybrid Remote

Are you great at solving problems and helping customers

Can you provide clear and accurate information to customers first time

Are you ready to make a meaningful impact on the lives of thousands of students

As a Customer Service Advisor you will be the first point of contact for customers ensuring their queries are resolved accurately and efficiently. You will handle inbound and outbound communication via calls emails Live Chat and social media. Responsibilities include troubleshooting technical issues updating customer records resolving complaints and identifying opportunities to promote AQAs products and services. Youll also contribute to team discussions sharing customer feedback to help improve processes.

You could be working alongside the Subject Supportteam and following training be the point of contact for subject specific queries from teachers and schools or you will be liaising with schools examination officers parents and students to support them with their queries ranging from pre-examinations to post-results. Whichever team you are in you will be able to provide an outstanding professional service to internal and external stakeholders alike.

Whats in it for me

• Variety and impact: This is a role where youll engage with a wide range of people and see the direct impact of your work.

• Training: Comprehensive training in the systems we use to set you up for success.

• Generous leave: Start with 25 days of annual leave growing to 30 days plus additional Christmas and New Years leave.

• Volunteer time: Take up to 5 paid days to volunteer for charities close to your heart.

• Health coverage: Private medical insurance through Bupa covering all conditions from day one.

• Wellbeing support: Access a cycle-to-work scheme gym discounts and mental health resources.

• Pension: Up to 11.5% employer pension contributions.

• Flexible work: Enjoy a balanced 35-hour work week with flexible hours. Office attendance is approximately two days a week occasionally more during peak exam season.

What do I need to be successful

• Experience in a customer service role preferably in a fast-paced environment.

• Strong problem-solving skills and ability to resolve customer issues effectively.

• Excellent communication and active listening skills.

• Ability to manage time efficiently and handle multiple tasks.

• Basic IT skills including Microsoft Office and CRM software.

• A team player with a commitment to continuous improvement.

What do I do next

If youre someone who puts customer centricity at the heart of every decision ensuring exceptional experiences and lasting relationships this could be the role for you. Read the full job description then upload your most recent CV and a cover letter detailing how your skills and experience are exactly what we need for this role.

Applications will close at 23:59 on Sunday 7th September

Interviews will be held in our Manchester office from 15th September.

All applications will receive a written response.

AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyoneregardless of religion ethnicity gender identity or expression age disability sexual orientation or backgroundis valued respected and supported to thrive

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Full Job Description

Summary

As a Customer Service Advisor your main objective is to ensure that customer queries and issues are resolved correctly on the first point of contact. This role is vital in providing customers with accurate and efficient solutions during their initial contact thereby boosting overall customer satisfaction and fostering customer :
AQA is a leading exam board and education charity. As well as delivering high quality assessment we believe its vital to deliver exceptional customer service and build trust with customers. As the first point of contact for customers the Customer Service Advisor role is essential for AQAs success by enhancing customer satisfaction representing AQAs brand positively resolving issues efficiently and helping to retain customers.

Reporting to the Customer Services Team Manager the Customer Service Advisor will be used to working in a fast-paced environment. This role will take ownership of customer enquiries accurately recording customer interactions and ensuring issues are resolved or escalated as needed. The Customer Service Advisor will perform a variety of administrative tasks with accuracy and sound judgment to support the teams smooth operation. They will contribute to an inclusive and collaborative team working environment that promotes continuous improvement. Customer interactions primarily involve handling inbound and outbound contact including calls emails Live Chat and social media.

Activities:
Resolving customer issues: Respond to customer queries providing accurate and helpful information with a focus on right-first time minimising the need to pass queries to others or for further customer contact enhancing customer satisfaction.
Technical troubleshooting: diagnose and resolve common customer technical issues related to digital products such as connectivity problems password issues and software errors.
Complaint handling: Addressing customers immediate complaints and resolving or escalating issues promptly.
Updating customer information: Maintaining and updating customer records ensuring all information is accurate up to date and compliant with GDPR.
Administrative tasks: Completing various customer administrative duties as required.
Customer growth and retention: Identify opportunities to actively promote AQA products and services based on customer needs fostering and maintaining positive relationships to enhance customer loyalty.
Continuous improvement: Provide regular feedback from customers about their experiences and share it with your colleagues. This can highlight areas for improvement.
Training and development: Participate in regular training sessions to stay updated on product knowledge company policies and customer service best practice.
Adhering to Policies: Follow all company policies and procedures including those related to confidentiality data security and compliance.

Need to know and demonstrate (knowledge and demonstration of):
Customer centricity: Commitment to providing exceptional customer service and ensuring customer satisfaction.
Active listening: Skill in actively listening to customers to fully understand their issues before providing solutions.
Empathy and patience: Ability to empathise with customers show patience and handle difficult situations calmly.
Problem-solving: Strong problem-solving abilities and proactive approach to finding solutions.
Attention to detail: Demonstrate a high level of attention to detail and accuracy in all aspects of work e.g. accurately recording and documenting customer interactions.
Communication: Excellent communication and interpersonal skills with customers and colleagues.
Time management: Efficiently manage time and prioritise tasks to handle multiple customer enquiries and meet performance targets.
Team player: Collaborate approach with colleagues and contribute to a positive team environment.
Digital Proficiency: Have basic computer knowledge with proficiency in using common software applications such as Microsoft Office (Word Excel Outlook) navigating the internet and familiarity with customer services software and tools e.g. telephony and CRM software.