Customer Service Advisor - Voice of the Customer - Apprentice

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Customer Service Advisor - Voice of the Customer - Apprentice, Hucknall

Client: RM plc

Location:

Job Category:

Customer Service

-

EU work permit required:

Yes

Job Reference:

129296bdba91

Job Views:

4

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Overview: Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology since our inception. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with schools, nurseries, and education trusts to deliver customer-centric solutions that improve education outcomes worldwide. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification.

Responsibilities

Job Purpose: The Customer Service Advisor (VoC) plays a pivotal role in managing and addressing customer feedback across various channels, including email, voice, social media, and customer insights platforms like YOTPO and Trustpilot. Responsibilities include resolving customer dissatisfaction, conducting root cause analysis, and condensing insights for relevant stakeholders. The role requires the capability to analyse feedback and use internal data sources to drive actionable recommendations. Success in this role is measured by achieving defined performance metrics, personal targets, and contributing to team KPIs and SLAs, all while delivering exceptional customer service and experience.

Main Responsibilities

1. Respond to all customer feedback and resolve any customer dissatisfactions.
2. Conduct root cause analysis and share insights from all customer feedback using internal data sources.
3. Strive to achieve first contact resolution.
4. Attend all types of communication meetings such as business updates, team meetings, and product demonstration days.
5. Take responsibility for their own development plan to ensure performance supports customer satisfaction goals.
6. Support the Team Leader in testing and implementing processes and procedures for continued improvement in efficiency and quality.
7. Maintain a strong network across all business functions to deliver great end-to-end service excellence.
8. Undertake any other duties as required that are commensurate with the grading of the post.

Experience Knowledge, Skills & Experience

1. Excellent communication skills - written, verbal, grammar, and punctuation.
2. Excellent listening skills and attention to detail.
3. Ability to work to deadlines and prioritize with excellent time management skills.
4. Adaptable, flexible, agile, resourceful, and able to multi-task.
5. Strong decision-making, judgement, problem solving, and influencing skills.
6. Empathy and emotional intelligence.
7. Self-motivated and proactive, able to remain calm under pressure.
8. Ability to work cross-functionally and collaboratively.

What’s in it for you?

At RM we have "My Work Blend @RM" which provides office-based colleagues with multi-location and hybrid working options. You can spend a proportion of your time working at other locations in the UK, including home, other offices, customer sites, and distribution centres. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make the best use of hybrid working may continue to adapt as we adjust to our new ways of working. We offer a competitive salary and core benefits including private medical healthcare, life assurance, and a Group Personal Pension Plan. Additional voluntary benefits are available. We are committed to building a diverse workforce and creating an inclusive environment for all.