Purpose of the role
The purpose of Signature is to create qualifications that provide our learners with the skills they need to build successful careers. While as a charitable organisation, we work tirelessly to improve communication, by creating learning opportunities for every stage of life.
The Customer Support Officer plays a crucial role in helping Signature achieve its mission by supporting our centres to deliver the best service possible to anyone that undertakes our courses.
This is an exciting role, where, as the external face of Signature, you will be responsible for helping our centres, teachers and learners to receive the best possible experience. As Customer Support Officer, you will understand Signatures offerings in detail and assist our centres to excel in their mission to make BSL accessible for everyone and provide the best learning experience for those that have made the commitment to learn BSL.
Key Responsibilities
As the Customer Support Officer you will:
> Deliver exceptional customer service to all Signature stakeholders, both internal and external.
> Maintain an understanding of products and services to promote Signature further to customers.
> Ensure complete Qualification and Assessment knowledge to support centres in enquiries.
> Maintain an understanding of Ofqual (assessment regulator) and the impact of the conditions they regulate on customer support processes.
Centres
> Provide advice and exceptional customer service to all of our centres, establishing strong relationships.
> Assist centres with any information required related to assessments, qualifications, or approval as required.
> Support the centre relationship lead with the centre approval process for new and existing centres ensuring any monitoring is completed within appropriate deadlines. Ensure adequate handover for final approval.
> Support the centre relationship lead with remote centre visits in line with agreed procedures including for new approvals and ongoing maintenance visits.
Assessments
> Administer daily assessment processes following established procedures.
> Liaise with assessors to develop high levels of engagement and to ensure all external marking is delivered in accordance with our procedures.
> Work with the Compliance team to ensure that any issues in relation to the standards of assessment at centres and/or level of service from external assessors are fed back as appropriate.
> Administer pre complaints correspondence and the appeals process in line with established procedures, ensuring deadlines are met where appropriate.
> Contribute to ongoing process improvement by identifying opportunities to increase quality and efficiency with the customer support team.
> Provide advice and information on all Signature products ensuring we support customers on all products including digital support products when required.
> Carry out any other duties which may reasonably be expected of the postholder.
Essential Skills
We are looking for someone that excels at providing quick and accurate support to customers, always bringing a friendly and approachable attitude to every interaction to ensure our stakeholders have a positive experience. Honesty and transparency are crucial to you, as you communicate openly and truthfully with both customers and colleagues.
Experience with the following software:
> Microsoft Office Suite.
> Telephone/Textphone/Short Message Service (SMS)
Expected Qualifications
> GCSE level or equivalent including English and Math's (essential)
> Level 2 NVQ in Business Administration (or able to demonstrate equivalent standard)
> NVQ in Customer Service (desirable)
Level 1 Certificate in BSL
This role will be located in our Durham office, with the option of hybrid working in line with our hybrid working policy.
Job Types: Full-time, Permanent
Pay: £23,500.00 per year
Benefits:
- Free parking
Schedule:
- Monday to Friday
Experience:
- customer service: 2 years (required)
Work Location: Hybrid remote in Durham DH1 1TH
