Customer Service Adviser

Support customers from around the world as they access Ecctis services and navigate their applications.

The Customer Service Adviser works within the Individual Services Group, in the Enquiries Service Centre team, and acts as the first point of contact for individual users of our services from around the world. The role provides key support and information about our services and application process, anticipating customer needs before, during and after applications are submitted. You will be an ambassador for high standards of customer service, ensuring first-contact resolution is prioritised in all customer interactions.

• Handle enquiries relating to individual applications through a range of communication channels, including phone calls, live chat, emails and online messages.
• Provide support, comprehensive service information and guidance to customers.
• Build rapport with customers and treat all customers with respect.
• Respond to customer complaints positively and proactively.
• Deliver high standards of customer service, supporting Ecctis’ NPS customer satisfaction programme.
• Perform administrative tasks associated with the role.

• Follow policies and procedures and adhere to GDPR principles.
• Support the coaching and development of colleagues, delivering feedback constructively.
• Update customer records with accurate and relevant information during customer contact.

• Support the training of new starters and colleagues within the business.
• Support the wider team to respond to changing priorities and workloads to achieve Service Level Agreements.

• Abide by the Company’s policies and procedures and actively promote them within the team.
• Abide by the Company’s health and safety policies and procedures, considering your own health and safety and that of colleagues.
• Undertake any other reasonable duties as required.

• Strong customer service skills, with patience and a supportive approach to a wide range of customers from different backgrounds.
• Strong verbal and written communication skills to support high standards of customer service.
• Able to work in a fast-paced environment with changing priorities and workloads.
• Excellent attention to detail and the ability to demonstrate high levels of accuracy.
• Able to multi-task between different tasks and systems to meet customer needs.
• Confident working with different technologies to help support customers.
• Able to work effectively as part of a team to achieve specified Service Level Agreements.

• A supportive and co-operative team member.
• Self-motivated and takes ownership of their personal learning.
• Target driven and able to work to appropriate KPIs.
• Passionate about customer service and cares about the customer experience.
• Strives for continuous improvement, identifying opportunities during contact with customers.
• Comfortable working in a fast-paced environment.
• Embraces change and progress.
• Uses feedback as a positive tool for change.
• Has a passion for education and/or international mobility.

• Degree educated, desirable.
• Minimum of GCSE English and Maths at grades A
  * to C / 9 to 4.
• Demonstrable experience in a fast-paced customer service environment, preferably in multi-channel customer support and administration in a similar environment.

Please note
:
All applicants must hold a current permit or visa showing their right to work in the UK.

This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.

Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness. The core of our work involves working internationally with individuals all over the globe with different backgrounds. In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race, including colour, nationality, and ethnic or national origin, sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability.

We recruit purely on merit and skills.