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B2 - Processing Assistant
Entertainment & Media Industry Company
Rotherham, , United Kingdom
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Description
At Company, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The purpose of the role is to deliver the Access Arrangement, Special Consideration and Transfer of Credit processes across Company Qualification Services’ General Qualifications suite; provide second line support to customer service teams on these processes; and support other Customer Operations processes as required.
Key Accountabilities
• Deliver the processes allocated by the Team Manager to meet agreed service levels in line with process documentation
• Effectively escalate any issues to the Team Manager
• Complete quality checks of process activity and results data to support the delivery of accurate results
• Ensure a high standard of customer service at all times
• Liaise with customers and customer service teams by phone and email
• Develop and maintain a professional working relationship with internal and external customers
• During peak processing periods support temporary staff in line with Company’s policies, procedures and values
• Participate in regular team communication to review progress
• Carry out other duties as directed by management. This may include working from other local facilities
• Build a working understanding of the regulations relating to accessibility in qualifications (i.e. JCQ Regulations)
Key Tasks
• Deliver the Access Arrangements, Special Considerations and Transfer of Credit processes across all qualifications within service level as directed by the Team Manager
• Provide second line support to the customer service teams on a range of queries
• Liaise directly with customer to obtain the information required to complete requests
• Escalate any issues identified in an accurate and timely manner to the Team Manager
• Support other Customer Operations processes as required
Additional Information
There is an expectation that at times the post holder may be required to work out of our London or Manchester offices; all travel and expenses will be paid in line with company policy.
Qualifications
Candidate Profile
• Flexible attitude and willingness to collaborate with other teams and build strong working relationships
• Ability to understand complex systems, and apply regulations and processes to support problem solving
• Strong organisational skills
• Demonstrate customer service focus to both internal and external customers
• Demonstrate effective communication in both verbal and written forms
• Facilitate cooperation and motivate self and team members to accomplish goals
• Able to identify and analyse potential issues and escalate to the Team Manager
• Make recommendations for alternative solutions
• Demonstrate attention to detail
Education and Skills
Essential
• Educated to minimum of GCSE level or equivalent in English and Mathematics
• Good PC and Microsoft Office skills, including intermediate skills in Excel
Desirable
• Previous experience working with Oracle systems (AS400 iSeries/IQS)
Previous Experience
Essential
• Demonstrate ability to multi-task and involvement in delivery of multiple activities
• Experience in managing own time
Desirable
• Previous experience and knowledge of working within an Awarding Organisation
This role will close on the 25th January 2017