Customer Experience Advisor

Coventry University is a global Education Group with a mission of Creating Better Futures.

Driven by our passion and belief that through education, equity, and innovation our students, people, and communities are empowered to transform their lives and the world around them.

CU Recruitment and Admissions Ltd (part of the Coventry University Group) provides outstanding customer service, support, and engagement to future graduates across the globe from their very first point of enquiry to Coventry University Group through to their graduation while proactively supporting them at every step along the way.

Working within our dedicated Customer Experience team, you will act as first point of contact for both future and current students at Coventry University Group through a variety of channels ensuring they a first‑class experience with us throughout their customer journey with us.

This is an excellent opportunity to grow and develop your customer service skills in a truly global and diverse company.

You will support our customers across a wide range of channels ranging from in person on campus to telephone, email and social media platforms in our dedicated student experience centre.

Every student’s journey is unique so you will be fully trained on our courses, campuses and processes to ensure you can go above and beyond to support every customer in a timely efficient manner.

Taking ownership for the enquiry through to resolution you will work closely with key internal stakeholders escalating enquires for specialist advise and support where appropriate.

You will have experience working in a varied, customer focused environment. You will be a motivated and results driven individual with experience working towards targets using a CRM system to track the customer’s journey.

A strong communicator with a high standard of both written and spoken English, you will have excellent organisational skills and attention to detail with a logical approach to supporting customers with an enquiry from start to finish while working as part of a team are essential for this role.

You will have a flexible approach to hours of work within a 5/7 working pattern to include evenings and weekends, as required with a willingness to travel for work associated with the role.

As a staff member of Coventry University, you will have a access to a wide range of industry leading rewards and benefits which includes:

• Excellent Employer's Pension Contribution
• 30 days Annual leave plus Bank Holidays
• New Holiday Purchase Scheme up to 5 additional days
• Life Assurance 4x Salary
• BUPA Cash Plan
• CU Reward Scheme – Discounts across a range of High Street/ Online Retailers

As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.

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