Student Advice & Support Centre Assistant, Homebased, Sunday 9.15am-3.15pm

Talent pool

Operations - HE - Operational Services

Title

Contract type

Job advert

Student Advice & Support Assistant (customer service role)
QA Higher Education, HOME BASED
Sunday 9.15am – 3.15pm

Do you have experience within a busy student-facing or customer support environment or are you a recent Graduate looking to gain experience and grow your career within the Education sector?

Are you used to a fast-paced, customer-facing role where you are constantly multi-tasking? If so, we have the perfect opportunity for you!

About the role: As a member of the Student Advice & Support Centre (SASC), you will provide customer advice, support, and information services to our students, contributing to our outstanding student journey and experience.

You will work alongside a wider team acting as the first point of contact for all QA Higher Education students, handling a full range of student enquiries received face-to-face, via telephone, and virtually, referring to more specialist teams where appropriate.

Your ability to give our students an excellent level of customer service is vital to our student success. Good IT skills, the ability to use our CRM system, and proficiency in Word and Excel are a MUST!

Full training will be provided

Here’s some of what you'll be doing:

1. Support the SASC Team Leaders in ensuring the delivery of an excellent forward-facing customer service for all centres.
2. Log and refer enquiries using various QAHE systems.
3. Use initiative to resolve queries that have a readily available answer by reference to policy, experience and/or where some discretion can be applied.
4. Work to specific procedures to ensure consistent and excellent customer service.
5. Act as a more knowledgeable team member to resolve non-standard or complex queries or advise when to escalate, acting as the front-line service for various student support related departments.
6. Assist in various aspects of service development as deemed appropriate.
7. Responsible for ensuring that all enquiries are answered in a timely manner, that referrals are correctly made, and students are receiving consistent information.
8. Use the Student Portal and FAQs developed within the SASC teams to answer and refer student queries.
9. Support the enrolment of all new students, providing a timely and seamless customer experience.

The successful candidate will be required to undertake a basic DBS check.