Student Enquiries Advisor
HybridNewquay, England, United Kingdom or Quintrell Downs, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Provide 1st line support to current students, alumni, and third parties via online forms, phone calls, and web chat using the Student Services Online knowledge bank. Manage inbound enquiries and service requests while delivering exceptional customer satisfaction and meeting defined service performance KPIs. Handle sensitive enquiries with empathy, interpret complex information, and prioritize tasks under fluctuating workloads. Work 8.5 hours daily from 07:00-19:00, Monday to Friday, with occasional weekend and Bank Holiday cover. Travel between Quintrell Downs and university campuses in London for meetings and training.
Required Qualifications
- Experience in a Service Desk environment
- customer service role
- Strong interpersonal, influencing and communication skills
- Ability to adapt quickly to changing technologies and processes
- Experience in handling enquiries within a customer-focused enquiry, information and guidance service
- ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries
- Proven IT skills
- ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems
- Strong information finding/diagnostic/troubleshooting skills
- Effective time management skills
- ability to work on multiple tasks simultaneously
- prioritising tasks according to fluctuating workloads and deadline pressures
- Ability to take responsibility for own decision making
- knowing when and how to escalate or signpost sensitive enquiries
- Ability to work under pressure
- remain calm and resilient in a fast-paced, customer-focused environment
- making an active contribution to achieving team goals
- Ability to work with others as an effective team
- share knowledge in support of excellent customer service to students
- Ability to support and reassure students who are in distress or feeling under pressure
- empathy and compassion
- Ability to take responsibility for your own learning and development
- ensuring any specific training needed for your role is undertaken
- Understanding of the need for confidentiality
- working knowledge of UK General Data Protection Regulations (GDPR)
- Full Driving Licence
- the ability to get to the Quintdown office within 60 minutes, using public transport or other means
Desired Qualifications
- Experience in a Service Desk environment
- Knowledge of Microsoft Dynamics 365 customer relationship management (CRM) software
- ITIL Foundation v4
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