Service Innovation Assistant – 252 – £22k

Are you looking for a new job where you can develop in your career? Our client, a chartered bodied membership organisation based in Princes Risborough, is looking for a Service Innovation Assistant to join their team.

Main Purpose of the Role

Provide consistently high standards of customer service to all stake holders through the effective use of processes and systems, ensuring work is completed against agreed targets and KPIs. Provide effective administration of company accreditation, ensuring smooth information flow between key stake holders.

Career Development

We are a learning organisation and want our employees to learn and grow during their time with us. They can do this by personal development days, our fantastic knowledge share calendar of events which enables colleagues to share their knowledge with each other as well as access to a coach or mentor to help employees to navigate their chosen career paths and by shadowing in other departments is a popular way to learn about the roles and challenges across the different functions.

Key Responsibilities

• Archive qualification-related documentation in conformance with company’s Retention Policy
• Provide administrative support to the Team Leaders
• Accurate maintenance of database and paper records
• Ad hoc duties within scope of role and sphere of influence Customer Service & Communication
• Resolve qualification/examination issues and work closely with key stakeholders to provide a positive customer experience
• Effectively respond to all queries via e-mail, web chat and phone, in line with agreed SLAs for response times. Provide consistently high levels of customer service to all stakeholders.
• Communication with the Membership Panel to assist in coordinating availability for application reviews Processes & Procedures
• Apply robust operating procedures for the administration of qualifications, both in the UK and overseas, including creating examination and certification events, issuing results and handling queries and appeals. Pro-actively seek out business and process improvement opportunities
• Efficient coordination of the exam processes

Person Specification

• GCSEs including Maths and English or equivalent.
• Experience within a customer services role with effective communication skills via e-mail, telephone, and web chat
• Minimum intermediate level Microsoft Office and database IT skills
• Strong time management and organisational skills
• High degree of attention to detail and accuracy
• Strong communication skills -both verbally and in writing -to effectively communicate with a range of stakeholders
• Good problem-solving skills
• Relationship building skills –developing and maintaining good relationships with customers and colleagues.