Customer Service Advisor

Arvato Limited; Newcastle upon Tyne; Hybrid; GBP 20,000 - 30,000; Full time

Job description

Start Date: 21st of April

Full availability to attend on-site training 31st of March - 2nd of May

Hybrid Pattern: Tuesday and Wednesday static days in the office following successful completion of training.

Location: Stockbridge House (NE1 2HJ)

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future shapers. Experience makers.

The Role

An exciting opportunity to join a national helpline, offering specialist advice and support to schools and colleges regarding their performance measures.

Schools and colleges are asked to verify that the Department for Education (DfE) has accurate pupil/student data to calculate performance measures. During the School and College Checking Exercises, schools and colleges can request changes to their pupil/student lists.

Successful candidates will assist with managing the inbound phone line and respond to email inquiries from schools and colleges regarding performance measure data and checking exercises. To provide the excellent service that schools and colleges expect from the DfE, candidates must be passionate about going the extra mile and striving for excellence.

The role also includes supporting casework during checking exercises, where the post holder will assess evidence and information provided by education settings to ensure it meets the DfE’s criteria.

Core hours required are 8am-8pm but there may be a requirement to work outside normal office hours, when necessary, therefore a flexible attitude to working hours is essential.

Key Responsibilities and Accountabilities

• Work within defined quality guidelines and maintain good practices at all times
• Access and research information sought by callers quickly and accurately
• Accurately collate and record caller information for use in management information reports
• Develop and maintain an interest in related topical issues and those likely to affect contacts
• Deliver specialist subject material as appropriate
• Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist
• Undertake administrative and other tasks as required relevant to working environment

Knowledge, Skills & Qualifications

• Educated to at least Level 2; including Maths and English qualifications (Essential)
• Excellent telephone manner with exceptional verbal and written communication skills
• Listening skills and the ability to interact with employers and training providers in a professional and non-judgmental fashion
• IT literate, strong keyboard skills, and comfortable in using a wide range of commercial software packages, for example, Microsoft Office
• Experience of providing technical support and guidance
• Understanding of confidentiality in relation to safeguarding situations and Data Protection Act

In return, we’ll offer you:

• 28 days holiday (including 8 public/bank holidays) plus the opportunity to purchase additional days off
• Excellent on-the-job training and ongoing core skills development
• Life assurance and access to a company pension scheme (after qualifying period)
• Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
• An employee assistance programme to ensure your wellbeing
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities within this client partnership

Still like what you see? If you want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today!

• You must be based in the UK
• You will need a quiet and comfortable ergonomic workstation when working remotely
• Full availability during 3-week training required, this will be on site at Stockbridge House (NE1 2HJ)

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.