Customer Service Advisor

Customer Service Advisor - No weekend working! 

6-week fixed-term contract (FTC)

Start Date: 19th of May

Full availability for the 6 weeks is required (19th of May - 27th of June) 

Salary: £23,810 Pro Rata (£12.21 per hour)

Location: Stockbridge House (NE1 2HJ)

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future shapers. Experience makers.

The Role

An exciting opportunity to work on a national helpline providing specialist advice and support to schools in administering the Standards & Testing Agency; Reception Baseline Assessment, and Multiplication Tables Checking.   

The Reception Baseline Assessment (RBA) became statutory in schools in September 2021. The RBA is a short, task-based assessment, and is required to be completed shortly after a child starting reception, regardless of when they join the class, unless previously assessed

You will support the inbound phone line service and respond to email inquiries from school relating to the initial end to end testing phase of the digital assessment. There will be a requirement to complete outbound calls to education settings to ensure completion of the RBA To ensure that all service users receive the excellent provision that they are accustomed to from the Department for Education, a strong passion for going the extra mile and driving excellence is needed.

Core hours required are 9am-5pm but there may be a requirement to work outside normal office hours, when necessary, therefore a flexible attitude to working hours is essential.  

Key Responsibilities and Accountabilities

• Work within defined quality guidelines and maintain good practices at all times 
• Access and research information sought by callers quickly and accurately 
• Accurately collate and record caller information for use in management information reports 
• Develop and maintain an interest in related topical issues and those likely to affect contacts 
• Deliver specialist subject material as appropriate 
• Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist 
• Undertake administrative and other tasks as required relevant to working environment 

Knowledge, Skills & Qualifications 

• Educated to at least Level 2; to include Maths and English qualifications  (Essential)
• Excellent telephone manner with exceptional verbal and written communication skills 
• Listening skills and the ability to interact with employers and training providers in a professional and non-judgmental fashion 
• IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office
• Understanding of confidentiality in relation to safeguarding situations and Data Protection Act.  

In return, we’ll offer you: 

• 28 days holiday (including 8 public/bank holidays) plus the opportunity to purchase additional days off (Pro rata) 
• Excellent on the job training and on-going core skills development
• Life assurance and access to a company pension scheme (after qualifying period) 
• Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
• An employee assistance programme to ensure your wellbeing
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities within this client partnership

Still like what you see? If want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today!

• You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
• You must be based in the UK
• You will need a quiet and comfortable ergonomic workstation when working remotely 
• Full availability during 6 week period is required, this will be on site at Stockbridge House (NE1 2HJ)

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion.  Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.