Customer Service Executive

About Oxford Royale

Oxford Royale is a leading global provider of elite summer schools. Driven by a firm belief that education is about much more than a formal classroom, we offer young people unparalleled cultural and learning experiences, giving them a window to a world of opportunity.

We are looking to recruit a Customer Service Executive to support our summer schools on the campuses of the world’s leading universities. Every year we welcome students from over 170 countries to our summer schools for ages 12-18. This is a super opportunity for a confident, self-driven professional with excellent communication skills to work with great colleagues in a fast-paced, supportive environment, speaking with international parents and partners based all around the world.

Candidates should be highly organised, with strong administrative skills and an exemplary telephone manner. The successful candidate will be a skilled multi-tasker who is capable of building a strong rapport with our international summer school students and their parents over the telephone and via email.

• Promptly answer customer service requests via email, online chat, telephone and social media, escalating to a more senior member of the team when required
• Creating Visa invitation letters for students
• Logging special requests from customers and students, including accommodation requests
• Maintaining and developing relationships with existing customers, exhibiting at all times a customer‑centric approach
• Processing and managing all elements of student applications, including keeping accurate student records, analysing booking data and keeping financial information up to date
• Contacting customers to remind them of outstanding forms or pre‑summer tasks, including medical forms
• Assessing and, where possible, implementing changes to customer’s bookings, including changes of study location, date of study, or course choice, and handling requests for cancellation in line with company policies
• Relationship building with a range of clients/stakeholders
• Representing Oxford Royale in a friendly, personable manner

• Excellent spoken and written communication skills
• Excellent listening skills and the ability to ask the right questions, understand concerns, and overcome objections
• Proficient and confident in the use of basic telephonic systems, computer systems and technology
• Strong work ethic and self‑starter, able to effectively manage multiple priorities and adapt to change within a fast‑paced business environment
• Confident, friendly and personable
• Ability to work independently and as part of a wider team
• Polite, patient and persuasive – able to understand concerns and overcome objections
• Well‑organised individual with strong attention to detail
• Able to learn new systems quickly

• Experience with Google Workspace, especially Google Sheets
• Experience in dealing with international clients
• Experience working in a customer service role an education or travel environment

• 40 hours per week, based on a rota, where some weekend and evening work will be required
• Fixed Term contract:
  April - July
• Based at our office in Oxford. Some hybrid working may also be considered
• 32 days’ holiday per year (inclusive of public and bank holidays)

Our unique educational model is all about partnership. Every student has unique skills, strengths, and dreams – our role is to mentor and guide them, to introduce and explore new concepts, and to help them realise their true potential.

Oxford Royale was founded nearly 20 years ago, with a vision to offer young people a broader and richer learning experience, and to drive their success in paths that they may not even have considered. Over the last 18 years, OR has welcomed more than 30,000 students from over 175 nations and has become a three‑time winner of the Queen’s Award for Enterprise, and a five‑time winner of the BETA Award for best educational product.

Students can choose from 15 courses, all designed to help them gain confidence, experience, and a competitive edge. They can experience life in an Oxford…