Customer Service Administrator

Educators Wales; Cardiff; On-site; GBP 23,000; Full time

Job summary

A leading educational organization in Cardiff is looking for a Customer Service Administrator to enhance operational efficiency through outstanding customer service and administrative support. The role is full-time, based on-site, and requires previous administrative and communication experience. Ideal candidates will demonstrate attention to detail and the capability to work in a target-driven environment.Facilitate a welcoming process for customers and ensure high standards of service delivery.

Benefits

30 days of annual leave

Health care scheme

Profit-sharing scheme

Life insurance

Qualifications

• Previous experience of working in a target-driven environment.
• Ability to speak Welsh is desirable.
• Experience within the training industry is a plus.

Responsibilities

• Provide outstanding customer service and administrative assistance.
• Coordinate eligibility documentation and compliance for all customers.
• Manage in-work support process and assist with complaints.

Skills

Administrative experience

Excellent communication skills

Attention to detail

Good Organizational skills

IT literate

Education

NVQ Customer Service or Business Administration L2 or equivalent

Job description

Overview

Customer Service Administrator
Salary banding: £22,932
Location: Itec House, CF11 8TT (On-site).
Contract: Full-time, permanent
Hours of work: Monday to Friday 09:00am to 16:30pm

About Us

At Itec, we put our employees at the heart of everything we do. As an employee-owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well-being, and success.

About the role

As our Customer Service Administrator, you will be contributing to the efficiency and effectiveness of the company by providing outstanding customer service and administrative assistance to all provisions across Itec.

Your impact

• 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 are we looking for?

Essential

• Administrative experience
• Previous experience of working in a target driven environment.
• Attention to detail
• Excellent communication and Interpersonal skills
• Good Organisational skills
• IT literate

Desirable

• Customer Service Experience
• 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.

What’s in it for you?

At Itec, our employees have access to several great benefits, including 30 days of annual leave (rising with length of service), a health care scheme, 35 hours of working week, discounts for retail and gym membership, a profit-sharing scheme, life insurance, employee of the month awards, length of service recognition, and much more.

Itec operates as an equal opportunity’s employer, we welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics.

Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace.

Should you not hear from us 2 weeks after application, please assume that your application was not successful on this occasion.

If you're passionate about developing others and making a difference, we’d love to hear from you!

Find out more.

Job Description

Find out more about working with Itec

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