Job Title: Customer Engagement and Support AdvisorLocation: London E8 1NGSalary: £25,000 per annumJob Type: Full Time, PermanentWorking Hours: Monday to FridayAre you passionate about making education accessible to all?
Do you enjoy collaborating with a team, solving problems and making things run smoothly behind the scenes?
If so, we want you to be part of our energetic and student-centred team!
Join Study Tech as a Customer Engagement and Support Advisor and become an essential part of our mission to empower disabled students through assistive technology.Study Tech is a social enterprise dedicated to facilitating the academic performance of disabled students.
Our focus is on providing students with the necessary assistive technology training to support them in their studies, removing and reducing the impact of barriers to learning.
Working with us you have the power to make a real difference in the lives of students requiring assistive technology.As a Customer Engagement and Support Advisor you'll be at the heart of delivering exceptional support to students, trainers, and subcontractors.
You'll connect with people, solve challenges, and help ensure everything runs like clockwork!Please note that this is an officed based role, however after the initial probation period there will be an opportunity to work from home some days.About the Role:Working with Study Tech you will enhance student experiences while driving program growth through exceptional service delivery.
In this role, you'll be at the intersection of student success and technological empowerment, helping transform educational experiences of DSA students.
As a Customer Engagement and Support Advisor, you'll liaise with students to guide them through the journey of accessing our services, booking their training and ensure exceptional service delivery.Key Responsibilities:Customer Experience and Growth: Create positive, memorable interactions through professional phone and email communicationTransform student concerns into opportunities for enhanced supportProactively engage with students to maximise support accessIdentify customer needs and recommend additional support services that could benefit studentsCollaborate with the team to come up with fresh ideas to improve how we connect with students CRM Management and Support Coordination: Manage ATT orders by updating them and tracking them in our CRMOrganise AT Training booking and support allocationMaster session allocation to maximise student success and training capacityDrive student engagement through strategic communication campaignsProactively reach out to students who haven't initiated their support servicesMaintain detailed digital records of student interactions in our custom CRMTrack conversion rates and support the monitoring of metrics and KPIsActively 'chase' the students who have not yet taken up their support Trainer and Sub-Contractor Support: Build strong relationships with trainers and sub-contractorsOptimise resource allocation to maximise support effectivenessManage trainer calendars to ensure optimal availabilitySupport student/trainers' communication and queries while maintaining service quality Process Improvement and Reporting: Monitor day to day activities to identify areas for improvementHelp track and reporting of all non-conformances for the departmentEnsure compliance to all SOPs so everything is running smoothly and efficiently About you:Required Skills: Strong ability to communicate value and build trust through authentic interactions, to help customers sign up to our serviceOutstanding communication and customer relationship skillsNatural talent for identifying and addressing customer needsBeing able to explain technical solutions in clear, accessible languageExceptional organisational skillsStrong time management skillsExcellent at written and phone communicationsAttention to detailAbility to balance service delivery with growth objective Systems We Use: Zoho CRM and Zoho TeamInbox to keep everything organized and running smoothlyRingCentral to keep in touch with colleagues and customersZoho WorkDrive for easy file sharing and collaboration Benefits: 22 days of holidays a year + bank holidays.
Additional unpaid holiday can be requested during summer holiday at company discretionPension SchemeA platform to make a significant impact on students' livesA flexible, supportive, inclusive, and dynamic work environmentOpportunities for professional growth and development in a socially committed and conscientious environment If you're ready to be part of an exciting, fast-moving team and help students and trainers succeed, we'd love to hear from you!Please click the APPLY button to submit your CV.Candidates with the experience or relevant job titles: Customer Service Representative, Client Services, Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Administrator, Customer Engagement Advisor, Administrator, Office Team Leader, Client Services Manager may also be considered for this role.