MANAGER: CUSTOMER SERVICE CENTRE (ENQUIRIES SERVICE CENTRE)
Organisation:
UK NARIC
Location: Cheltenham
Starting Salary:
£28,000 - £30,000 dependent on experience, plus benefits
Hours:
8.30 – 17.00
UK NARIC is responsible for providing information on qualifications from across the world. Managed on behalf of the UK Government, UK NARIC is the only official source of information on international education systems. We provide life-changing services for individuals hoping to work study or reside in the UK.
Our Enquiries Service Centre team is the first point of contact for our customers, responding to calls, messages and live chats, providing advice and guiding them through our application process.
Job Role:
We’re looking for someone who will:
- motivate the Service Centre team, prioritising colleague engagement and development
- commit to finding better ways of working, improving processes and services in accordance with organisational objectives
- manage time effectively and guarantee that service level agreements (SLAs) are adhered to
- demonstrate strong IT skills and a working knowledge of HR procedures and policies
- adapt effectively to changes in a busy contact centre, taking responsibility for the recruitment of new colleagues when necessary.
Above all, we’re looking for a dynamic individual with a genuine interest in leadership and providing world-class customer service.
We’re offering:
- a competitive salary
- 25 days annual leave (plus Bank Holidays)
- a multicultural, collaborative and lively working environment
- training and development opportunities
- regular social activities
- benefits including; Health Assured Employee Assistance Programme, Pension, Private Healthcare scheme, Christmas office closure
Responsibilities:
The ideal candidate thrives in a fast-paced, customer-focused environment and has a proven track record of motivating successful teams. They will have been responsible for the daily running of a contact centre, ensuring that targets are met and that communication with customers is always of the highest standard.
Person Specification
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Essential |
Desirable |
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Qualifications
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A completed and certified Bachelor degree from a UK University
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Management / leadership or other professional qualifications
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Skills/Attributes
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Excellent interpersonal, verbal and written skills
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Dedication to outstanding customer service
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IT literate – competent user of Word, Excel and other databases
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Understanding of website or software development
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Enthusiastic, assertive and able to remain calm under pressure
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Able to interpret data to identify patterns and draw conclusions
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Experience of data reporting and analysis
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Meticulous attention to detail
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Fluent verbal and written English Language skills, minimum IELTS 8 or equivalent
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Experiences
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Experience in a customer service leadership role
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Contact centre experience
Experience of working with customers from around the world
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Applications MUST be submitted in the Europass CV format, with a covering letter and details of two referees
to recruitment@naric.org.uk.
Please note:
We do not conduct interviews or selection testing remotely.
Applicants MUST hold a current permit or visa showing their right to work and reside in the UK.
CUSTOMER SERVICES ADVISER
Organisation:
UK NARIC
Location: Cheltenham
Starting Salary:
£18,000 (potential increase to £20,000 dependent on performance)
Hours:
Full time - 37.5 hours 8.30am – 5.00pm Monday to Friday
Are you hard working and enthusiastic?
Would you like to join a hugely successful organisation based in Cheltenham?
Do you enjoy customer service?
If so, we would like to hear from you as we have a number of vacancies in our Enquiries Service Centre
Job Role:
Applicant requirements
- Excellent team working skills
- Excellent customer service skills
- Experience of working in a busy office based environment
- Flexible and adaptable with a positive attitude
- Professional, courteous
- Ability to thrive and remain calm and patient under pressure
Responsibilities:
The successful applicants will be required to:
- Effectively handle the large volume of telephone calls received from UK and international callers on a daily basis and respond to email enquiries. Providing information and advice about their academic, vocational and professional qualifications
- Deal with incoming / outgoing post
- Provide general administrative support
Person Specification
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Essential |
Desirable |
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Qualifications
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‘Level 3’ qualification e.g. A-level, level 3 NVQ, level 3 national diploma and GCSE English and Maths.
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UK Bachelor Degree
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Minimum of 2 years call centre experience
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Skills/Attributes
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Experienced in a high volume telephone call handling and administrative role in a similar environment
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Highly motivated, positive, enthusiastic, efficient and able to work successfully and supportively as part of a busy team
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Good organisational skills and meticulous attention to detail
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Able to speak and write clearly, grammatically and professionally in English
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Foreign language competency
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Ability to multi-task and to remain calm under pressure
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An excellent telephone manner and exemplary customer service skills
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Experiences
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IT literate – particularly with regard to Microsoft Word, Excel, Outlook and data input to information databases
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Experience of using CRM Systems
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Applications MUST be submitted in the Europass CV format, with a covering letter and details of two referees
to recruitment@naric.org.uk.
Interview date: To be advised
Interview venue: UK NARIC, ECCTIS Ltd, Suffolk House, 68-70 Suffolk Road, Cheltenham, Gloucestershire, GL50 2ED, UK
Please note:
We do not conduct interviews or selection testing remotely.
Applicants MUST hold a current permit or visa showing their right to work and reside in the UK.
INTERNATIONAL EDUCATION INFORMATION OFFICER
Fluent in a modern foreign language
Organisation:
UK NARIC
Location: Cheltenham
Starting Salary:
£22k
Hours:
Full-time and part-time applications considered
UK NARIC is the UK national agency for information and expert advice on international qualifications and skills. The work is interesting and the atmosphere is enthusiastic, collegiate, and supportive. There are opportunities to develop specialisms and to lead projects and training for countries and regions.
UK NARIC offers excellent opportunities for promotion and career development. This role may in time offer the possibility of international travel. In addition to base salary, UK NARIC also offers benefits such as private health insurance, a pension scheme, and training and staff development.
Job Role:
As an Information Officer, you will develop knowledge of overseas qualifications allowing you to assist in the international qualifications recognition and comparison process. You will maintain a professional and supportive enquiry service. In addition, you will conduct a range of administrative tasks and assist in the delivery of training.
Responsibilities:
Are you:
- A graduate from a UK University?
- Fluent in a modern foreign language?
- A good team player with strong written and verbal communication skills?
- An efficient worker who can organise their time to meet set deadlines?
- Adept at producing quality written documents with excellent attention to detail?
- Confident when dealing with enquiries and able to make decisions?
Would you like to:
- Forge a career in a dynamic, progressive organisation by providing expert advice on international qualifications and skills?
- Develop specialist knowledge of education systems and support people hoping to fulfil their academic and occupational ambitions?
- Contribute positively to the movement of professionals and students into and out of the UK?
…then we would like to hear from you.
Applications MUST be submitted in the Europass CV format, with a covering letter and details of two referees
to recruitment@naric.org.uk.
Interview Venue: UK NARIC, Suffolk House, 68-70 Suffolk Road, Cheltenham, Gloucestershire GL50 2ED, UK
Please note:
We do not conduct interviews or selection testing remotely.
Applicants MUST hold a current permit or visa showing their right to work and reside in the UK.
INTERNATIONAL EDUCATION RESEARCH AND
DATA OFFICER
Fluent in Arabic or Russian
Organisation:
UK NARIC
Location: Cheltenham
Starting Salary:
£22k
Hours:
8.30am – 5.00pm or 9.00am – 5.30pm Monday to Friday
UK NARIC is the UK national agency for information and expert advice on international qualifications and skills. The work is interesting and the atmosphere is enthusiastic, collegiate, and supportive. There are opportunities to develop specialisms and to lead research and training for countries and regions.
UK NARIC offers excellent opportunities for promotion and career development. This role offers the possibility of international travel. In addition to base salary, UK NARIC also offers benefits such as private health insurance, a pension scheme, and training and staff development.
Job Role:
As a Research and Data Officer, you would be responsible for the delivery of our core services, particularly research and information development activities. This includes investigating and researching qualifications worldwide, national education systems, and new developments; in short, you would be ensuring the quality of our research and data.
You would also be involved in project activities, contributing to the broad range of our database and publications output about international education; and providing support to our member organisations, which include universities, educational institutions, and government agencies.
Responsibilities:
Are you:
- A graduate from a UK University with research experience from your work or studies?
- Fluent in English and Arabic or Russian?
- A good team player and good communicator?
- Highly computer literate, especially using Word, Excel and PowerPoint?
- Inquisitive, tenacious, positive and highly motivated?
Would you like to:
- Forge a career in a dynamic, progressive organisation by undertaking leading research into global education systems and qualifications and comparing them to standards in the UK?
- Build a network of international contacts to help develop specialist knowledge of education systems and present your findings in accessible and innovative ways?
- Contribute positively to the movement of professionals and students into and out of the UK?
…then we would like to hear from you.
Applications MUST be submitted in the Europass CV format, with a covering letter and details of two referees
to recruitment@naric.org.uk.
Interview venue: UK NARIC, Suffolk House, 68-70 Suffolk Road, Cheltenham, Gloucestershire, GL50 2ED, UK
Please note:
We do not conduct interviews or selection testing remotely.
Applicants MUST hold a current permit or visa showing their right to work and reside in the UK.