Customer Services Administrator (Service Delivery Specialist)

Location : Cheltenham/Hybrid

Part-time OR Full-time available

This role requires the ability to go through and maintain Security Clearance SC/CV as part of the role function

About the role
In this role you will ensure booking and enquiry turnaround times are within agreed SLAs (service level agreements), deliver a range of customer service on-boarding tasks, whilst always offering a high-quality experience to learners and employers.

Pro-actively using data to identify issues, trends and opportunities then visualise these for key stakeholders and drive for action to address.

Key Responsibilities

• Processing a variety of bookings for customers, from QA courses to conferences
• Supporting course admin, such as arranging pre course reading, courseware, access to online portals, exam vouchers and e-learning.
• Support learner queries and requests with prompt responses, meeting internal SLAs
• Work with colleagues to drive quality and operational excellence for learner engagement, retention, and achievement in line with business strategy and plans.
• Report issues and themes to line manager to help improve the feedback we give to internal customers
• Develop and build new standard reporting outputs for functional consumption.

About you

• Experience in an administration and customer service role
• Experience of working in a fast-paced customer facing role
• Understands how to convert data into compelling BI reporting and/or analysis
• Excellent data visualisation ability
• Previous experience in Bookings Management, Customer Service and Administration

And what can we offer you?

27 days holiday plus bank holidays
Competitive salary with a significant bonus
3 full training days from a wide range of courses
Continuous performance development
2 days off for charity work
Work for a company that promotes Wellbeing (Mindfulness classes, fitness classes, wellbeing campaigns throughout the year with QA's approved listeners)
Work with some of the biggest brands there are!

Equal Opportunities:
At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.

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