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NCT Customer Services Co-ordinator
Pearson
London, , United Kingdom
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Description
Background:
National curriculums tests are sat by 580 000 11 year old pupils in maintained schools in English and mathematics at the end of year 6.
Purpose:
To support the Helpdesk product within the national curriculum test cycle. The post holder must provide customer focused services for internal and external customers.
Key accountabilities:
To assist the Customer Services Manager in the following activities:
Assist to ensure senior agents are effectively supporting the call agents
Assist to ensure all outbound call and email campaigns are delivered to schedule
Assist to ensure all call agents receive the training they require to answer the majority of inbound queries first time and deliver excellent customer service;
Assist in developing training materials for calls agents (FAQs, processes, presentations) for processed and relevant systems.
Assist in training for programme-related processes will involve liaising with back-office teams to ensure product-related information is correct, and presenting it in a format that is appropriate to the subject matter, with a focus on ease of assimilation by call agents.
Assist in systems training which will involve familiarisation with relevant systems and monitoring agents to ensure they are using the systems correctly. Systems include knowledge base and the helpdesk supplier CRM, also Pearson internal systems including ePEN, Web Console and External Marker Database.
Assist in planning, schedule and deliver call agent training at relevant stages during the cycle.
Assist in ensuring all agents are given access to relevant customer communications so they are well equipped to handle inbound queries.
Assist in liaising with back-office teams to develop comprehensive, informative and up to date FAQs.
Assist in ensuring all agents have access to appropriate systems that allow them to answer the majority of inbound queries first time and deliver excellent customer service
Assist in liaising with back-office teams to determine which systems agents need access to.
Assist in ensuring that all escalations to back-office teams are monitored and closed within the specific timeframe.
Brief the Customer Services Manager with any arising helpdesk issues as they arise and prior to daily NCT operational meetings with an update of previous day’s helpdesk activity and key occurrences as requested.
Provide greater detail around specific issues (inbound and outbound calls/emails) when requested by Customer Services Manager.
Key challenges:
There is a lot of risk associated with the NCT helpdesk product that, if not managed successfully, could penalise the programme commercially. It is essential that the postholder is able to engage the relevant stakeholders across Pearson, the helpdesk supplier and the STA to earn their respect and support, as well as have the courage of their convictions to influence and negotiate with these stakeholders to ensure the helpdesk product is delivered to a very high standard.
Working Pattern
• 37.5 hour core working week
• During peak times of activity there are restrictions on leave
• Some weekend availability or flexible working may be required.
Core competencies
Individual/Managing Other
• Providing a customer focused service
• Communication with influence
• Working with others to achieve goals
• Delivering goals in a changing environment
• Taking a creative and innovative approach to work
• Maximising potential in self and others
Other Requirements
Additional Competencies
Essential:
Take responsibility for work and complete task with great attention to details
Able to respond proactively and urgently to sudden process changes and external events that lead to an increase in customer queries (e.g. media story that prompts higher than expected call volumes)
Excellent written and verbal communication skills
Excellent statistical analysis and numeracy skills
Qualifications
Education, qualification & training:
• A-Level
Desirable:
• Customer Service Qualification
• Degree
Essential previous experience:
• Experience of working in a customer-facing environment
• Has worked on projects with strict deadline and can demonstrate how they are delivered on time
• Excellent interpersonal skills with the ability to influence and persuade
Desirable previous experience:
• Has worked in a call centre environment
• Has organised and run customer service focused training events
• Knowledge of national curriculum tests
• Knowledge of how an assessment cycle operates
Essential IT Literacy:
CRMS (Intermediate)
Microsoft Office Suite (Word, Excel, Powerpoint) (Intermediate)
Desirable:
Customer-facing knowledge base ( basic-intermediate)