Customer Service Specialist

Job Description

Permanent Part-time

Location: Hybrid

Reports to: Customer Service Manager

Salary: From £25,000

Line management responsibilities: No

Overview

Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

What’s the secret to our success? Simply put, we do things differently here!

In a none call centre environment, at TQUK we pride ourselves on our customer service, bespoke relationships, detail, and forward-thinking. We put quality at the forefront of each email, phone call and interaction we receive. Our Customer Service Specialists are trained and audited to a high standard and have a passion and knack for delivering excellence.

As a vital member of our team as a Customer Service Specialist, you will play a pivotal role in delivering an outstanding customer journey. Your primary responsibility will be to assist customers and address their inquiries promptly, efficiently, and professionally. By providing personalised and attentive service, you will contribute to building strong relationships with our valued customers. You will do this by utilising our cutting-edge technology and products, and using your previous experience to guarantee that our customers consistently receive exceptional service.

Key Responsibilities

• Engage with customers in a friendly and professional manner, actively listening to all queries, providing knowledgeable guidance and support.
• Create effective interactions with customers across various platforms, including email, online chat, social media, and telephone.
• effectively troubleshoot and answer customer queries, seeking appropriate solutions and liaising with other departments to ensure customer support is delivered to the highest standard.
• Maintain a comprehensive working knowledge of TQUK products, internal and external processes and regulatory requirements and be able to detail these appropriately to our customers.
• Striving to deliver a tailored and personalised experience, focusing on building strong personal relationships with our customers.
• handling and escalating customer complaints and expressions of dissatisfaction, ensuring prompt resolution and customer satisfaction.
• Utilise data to inform campaign calling and effective customer support.
• Collaborate with cross-functional teams to escalate and resolve complex customer queries, fostering a seamless customer journey.
• Contribute to the development and improvement of the customer service knowledge base, ensuring relevant and up-to-date information is available.
• Deliver webinars and training sessions to customers.

Key Requirements

• Have excellent verbal and written communication skills.
• Have a knack for customer service and enjoy speaking to customers via telephone, email, and live chat.
• Be organised and able to prioritise your workload.
• Be dedicated to providing world-class customer service.
• Be able to think on your feet and respond to customer demands.
• Be prepared to work in a regulated environment with a constant eye to maintaining and improving regulatory compliance.

Key Characteristics

Here are just a few of the essential soft skills you will need to successfully join our team:

• Have excellent verbal and written communication skills.
• Accuracy and great attention to detail.
• Have outstanding organisation and time management skills.
• Be prepared to work in a regulated environment.
• Work well with others
• Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.Key

Benefits

• Training, Qualifications & Apprenticeships. It’s what we do!
• 25 days annual leave plus 8 days Bank Holiday (33 in total).
• An extra day off to celebrate your birthday.
• Annual Loyalty Bonus.
• Annual salary review.
• BUPA healthcare benefits.
• Employee Assistance Programme (EAP). 
• NEST pension.
• Cycle-to-work scheme.
• A positive and supportive working environment.
• Comprehensive onboarding.
• A workplace that supports a healthy work/life balance.

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*