Customer Success Advisor

Babington, the latest of Knovia's best-in-class companies, are a purpose driven and forward thinking organisation, who are committed to developing better futures: for individuals, organisations, and society.

Position:

Job Title: Customer Welcome Advisor

Location: Hybrid - minimum of 1 day per week from our new Derby office (Pride Park)

Salary: £14,571

Working days: Part-time 3 days per week

We are looking for a passionate, determined and engaging individual to join our Customer Experience team, and drive a personalised and outstanding customer centric welcome experience for our stakeholders, on a part-time, hybrid basis from our brand new Derby office.

In this role you would act as the trusted advisor, through daily interactions with stakeholders (internal and external) you will spot opportunities to promote a range of solutions through excellent product knowledge and enhancing the customer journey to build a legacy and a better future for everyone.

Key elements of this role include:

• Excellent communication skills to provide exceptional information advice and guidance through a range of communication channels
• Being a constant touchpoint and point of contact through a variety of different medias including phone lines
• As the first point of contact for customers you show passion and a solution focused mindset to provide that effortless customer experience
• Provide a service, if you don’t know the answer, find it and come back to the learner.
• Ensure the engagement and communications are clear, friendly and meaningful to the learner and line manager throughout the whole journey
• Fully understand the benefits of Babington and our solutions and be excited in promoting opportunities
• Monitor phone lines and live chat function, dealing with all queries in an efficient and professional manner and withing agreed SLA
• Work with key clients and learners to adapt processes and provide reporting to the advisors, team leaders etc.
• Establish and maintain effective rapports with learners and employers you will contribute to the delivery of improved retention and success with attention on risk to improve engagement and activity levels
• Support the cohort activity this includes booking learners onto workshops and ensuring they run as smoothly and efficiently as possible
• Process learner through EPA, liaising with appropriate EPOA, ensuring successful and timely completion of programme.
• Booking resits or retakes as appropriate
• Advise Skills coach of learner results.
• Processing all learners and referrals within agreed timescales.
  
  

Requirements:

What we need from you:

• Grade A-C GCSE in English and maths or equivalent
• Level 2 Customer Service Qualification or equivalent
• Demonstratable experience of providing excellent I.A.G and customer service across employers, candidates and partners
• Experience of achieving deadlines and working without close supervision
• Experience of using a variety of media to provide customer service
• Experience of delivering high level of service and satisfaction
• Experience of using CRM and other IT systems
• Excellent listening skills and natural empathy.
• Excellent verbal and written communication skills to effectively convey performance insights and recommendations to diverse audiences.
• Familiarity with the education sector, including understanding of educational policies, programs, and performance evaluation frameworks.
  
  

Other information:

What’s in it for you?

Babington is an inclusive, welcoming and supportive place to work with a fantastic culture which supports each employees learning, development and career growth.

• 25 days annual leave and 8 Public Bank Holidays
• Bupa Healthcare Cash plan; reimbursements for dental, health assessments & prescriptions
• Additional annual leave purchase scheme to buy up to 5 extra days
• Babington Rewards; includes cashback, discounts off online and retail stores.
• Remote working
  
  

We are a Disability Confident Employer and have a guaranteed interview scheme in place to ensure that nobody is overlooked or discriminated against because of their disability. If you meet the minimum criteria when you apply and you have informed us in your application that you have a disability, you will be guaranteed an interview for that role.

To promote and maintain an inclusive working environment, as part of your application process we will ask you to share data on certain characteristics. These answers will not form part of the selection and recruitment process and will not be shared with anyone outside of the People Team.

Babington is committed to the safeguarding and wellbeing of our learners and colleagues and we implement robust safer recruitment practices to support this. Dependent on the role you are applying for, we may undertake a number of necessary checks to confirm you are suitable to work with children and vulnerable adults, which may include a Disclosure and Barring Service check. We are also committed to promoting equality and inclusion throughout our colleague and learner populations.