At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Customer Services Adviser

Permanent

Manchester: £21,980 - £23,150

Hybrid Working

Do you have previous experience of working in a customer facing role providing exceptional customer service?

Are you used to dealing with high volumes of calls and customers?

In this Customer Services Adviser position, you will support teachers, schools and students by providing calm, confident, polite professional responses to their questions, mainly via inbound telephone calls and occasionally by email.

You will either work alongside the subject support team and, following training, be the point of contact for subject specific queries from teachers and schools, or you will be liaising with schools examination officers, parents and students to support them with their queries ranging from pre-examinations to post-results. Whichever team you are in, you will be able to provide an outstanding professional service to internal and external stakeholders alike.

What’s in it for me?

• Training in the systems we use to set you up for success you in your new role

• The feel good factor of knowing that your work really makes a difference to people involved in examinations

• Start with 25 days of annual leave, growing to 30 days, plus additional Christmas and New Year’s leave.

• Take up to 5 paid days to volunteering for charities close to your heart.

• Enjoy private medical insurance through Bupa, covering all conditions from day one.

• Access the cycle-to-work scheme, gym discounts and mental health resources.

• Benefit from up to 11.5% employer pension contributions.

• Enjoy a balanced 35-hour work week. Office attendance is approximately two days a week, occasionally more during peak exam season.

• Newly refurbished, award winning office space with an onsite gym, games room, yoga room and subsidised café.

What do I need to be successful?

• Previous experience in a customer facing role

• Exemplary telephone manner and communication skills

• Meticulous attention to detail

• Proactive approach to problem solving and decision making

• Ability to work autonomously and under pressure

What do I do next?

Read the full job description then upload your most recent CV and a cover letter detailing how your skills and experience are exactly what we need for this role.

Applications will close at 23:59 on Sunday 13th October

Interviews will be held via Teams in the week beginning 21st October

All applications will receive a written response.

#CRE23

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

To provide the highest level of customer care to AQAs various customer types within agreed procedures and delivering to SLAs. Supporting customers with the administration and delivery of assessment support from pre-examinations to post-resultsKey accountabilities
Transformation – To assist in the operations transformation, through implementing and embedding designated elements of the transformation plan within the department, across people, processes and technology streams.
Values – Exemplify and consistently demonstrate the behaviours and values we wish Operations to be famous for.
Customer service – Build exceptional relationships with our internal and external customers, delivering a best in class service that meets our customers’ needs.
Performance – Drive personal performance, to achieve personal and organisational goals.
Customer - Act in a courteous and professional manner in all dealings with customers, both internal and external to the organisation.
Administration - Undertake a range of administrative tasks with a high degree of personal responsibility and judgement to support the smooth operation of the team whilst working to a standard of accuracy defined by the department manager.
Systems - Operate systems related to the work of the Customer Service department. A working knowledge will be required of any systems that will enable the post-holder to resolve queries at first point of contact or make outbound contact.
Service - Take ownership of telephone/email enquiries or outbound contact to ensure a professional image is maintained at all times, record accurately on CRM and follow all contact and queries through to completion and where appropriate escalating them for action.
Responsibility - Take responsibility for assigned groups of customers, ensuring they receive outbound as well as inbound support.
Delivery - Represent AQA at Exam Officer meetings providing advice consistent with that given in normal contact centre activities.
Continuous improvement - contribute positively to the team to achieve business objectives and improve efficiency of the processes and systems.  
Flexibility - work flexibly within the team and across the division according to business needs.

General accountabilities
To comply with all AQA’s policies and other legislative requirements, including but not limited to HSE, Equal Opportunities and ISMS.
Where business needs change, to undertake other responsibilities which are of a commensurate level outside the terms of this role profile.

Knowledge
P - Understanding of relevant supply chain/end to end process best practice
P - Broad understanding of the political, educational and business context within which AQA works
A - Good working knowledge and understanding of procedures and systems

Qualification
A - Grade C or above in GCSE English and Maths or equivalent qualification

Skills
A - Implement change positively
I - Customer focused – deliver the best outcome from the customer perspective
I - Track record in contributing to and delivering departmental plans and targets
A - Able to be flexible to ensure delivery of consistently high quality customer service during periods of varying customer demand
A - Great IT skills; accurate and proficient user of MS Office and database systems
A - Great communicator – verbally and in writing
P - Strives to continually improve service and shows a willingness to learn new skills as required by departmental policy
I - Is able to act as mentor to new or inexperienced colleagues in an area of work under the guidance of more senior colleagues

Leadership Skills
I - Ability to resolve problems and escalate appropriately
I/P - Maintain constructive links with other teams and work collaboratively to deliver targets
P - Receive feedback and learn from mistakes for continuous self-development

Experience
I - Experience of supporting the successful delivery of business change
P - Experience of supporting the delivery of new processes or new technologies
P - Experience of using questions to understand issues/queries
A - Experience of working in a customer facing role

Assessment key (criteria to be assessed at the selection stage)
A – application (it is essential to provide evidence on application for shortlisting purposes)
I - interview
T – test (or work sample)
P – probation