Customer Service Coordinator - Exeter, United Kingdom - South West Grid for Learning Trust

South West Grid for Learning Trust

Verified Company

Exeter, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The South West Grid for Learning Trust provides schools and other establishments, primarily across the 15 Local Authorities in the South West, with safe, secure and reliable connectivity and services, learning technologies to improve outcomes, and the toolkit for being safer online.

As a not-for-profit Charitable Trust, primarily working on behalf of schools, we aim to provide the best possible range of quality services to help schools, and other establishments, to use technology to both impact positively on teaching and learning as well as their online safety.

The Customer Service Advisor will join a small dedicated team to further enhance the quality of engagement that we have with our customers.

They will be a natural communicator, well organised and driven.

A passion for customer service and attention to detail, they will be articulate, confident and professional in their communications, ensuring we create and deliver a thoroughly professional and effective service.

Key Purpose:

To provide outstanding customer service for the South West Grid for Learning Trust; the Customer Service Coordinator position will focus mainly on the Customer Service areas below.

Opportunities may exist for growing into other areas as well.

Responsibilities:

The Customer Service Coordinator will provide excellent quality, accurate and effective communications to our online safety customers. Friendly and excellent customer service skills, as well as a real desire to support our customers are essential.

We are looking for a problem solver and someone who is happy being part of a busy team, while not afraid of a challenge.

Customer Service:

The primary focus of the role will be to support the Assisted Monitoring Service project which includes elements of safeguarding and safeguarding monitoring systems
The role also includes monitoring and responding to online safety customers across a range of products and services. This will include a number of mailboxes monitored daily to resolve queries, and supporting customers with SWGfL products
In addition, the role may involve assisting and supporting the UK Safer Internet Centre team
Ensure that accurate information is maintained using Excel and CRM
Owning engagement with the customer, ensuring all actions are completed, issues and concerns are followed up and that the customer experience is excellent
Supporting product and service initiatives designed to enhance the customer experience, through a variety of means including account management and creation, product functionality guidance, user surveys, online or telephone sessions
Experience in using CRM is desirable

Additional Support:

Liaising with identified individuals to update status, chase outcomes, resolve issues etc
Collaborate with all relevant colleagues to further develop and identify customer engagement/business development opportunities

General:

Ensuring that accurate information is available to customers and other stakeholders
Managing records systems, information and documentation
Communicating and collaborating with other internal and external colleagues, teams and suppliers
Undertaking general administrative services and duties
Conducting all the above duties in line with relevant legislation, standards and guidelines
Undertaking such other duties or responsibilities commensurate with the nature of the post
Managing personal selfdevelopment, identifying development opportunities which are consistent with the nature of the position and the aims and values of SWGfL
Conducting all the above duties in line with SWGfL equal opportunities and other agreed policies and procedures
Conducting all the above duties in a safe and careful manner, and paying due regard to current Employment and Health and Safety legislation, and the SWGfL Health and Safety policies