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Customer Service Adviser (Student Support) x5
| Posting date: | 15 November 2024 |
|---|---|
| Salary: | £24,044 to £26,038 per year, pro rata |
| Hours: | Full time |
| Closing date: | 28 November 2024 |
| Location: | CF10 1AP |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | The Open University in Wales |
| Job type: | Permanent |
| Job reference: | 21897 |
Summary
Are you looking for a job with a real purpose?
Are you:
• Passionate about delivering an exceptional level of customer service
• An effective communicator with sufficient IT skills that allow you to support students with a range of enquiries
• A motivated self-starter who can adapt to the needs of the operation
• Able to solve problems using the resources available to you and your initiative
• Able to thrive in a collaborative working environment and enjoy being part of a highly experienced and supportive team
• Able to bring energy to your role and always striving for excellence
• Excited about the prospect of working for a highly established distance learning organisation in which you will be able to make a difference to students’ lives
Change your career, change lives
The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education. Find out more about us and our mission by watching this short Youtube video.
We have several exciting new opportunities for customer service professionals to join our frontline team in our Student Recruitment and Support Contact Centre. This is a busy and varied role, where you’ll help our students – and people who are looking to study with us – make decisions about their learning.
Our Student Advisers are the first point of contact for prospective and current students seeking information about study at the OU. The team support students by ensuring they have the information they need to make the right study choices for them, and are able to enrol and pay using their chosen method. The teamwork with colleagues across the University to support students and enquirers.
About the role
The role involves significant telephone work, both inbound and outbound, to provide support to students through their study journey as well as email, letter, webchat and other mediums as necessary. You will need to be confident working with multiple systems, information and databases to maintain student and enquirer details. You will ensure that prospective and current students are given accurate information and you will work with colleagues across the University to provide support.
You will receive full training for the role from our experienced team who will use high quality materials, followed by regular support, coaching and development from your Team Manager and established team members to build your confidence and knowledge within the role.
We currently have posts available at our Cardiff office. Successful candidates will be expected to complete their training and then work in a hybrid style. This means that candidates should be able to work comfortably from home and their appointed OU office. Therefore, candidates will need to live within a reasonable commute to the OU office. Candidates will be supplied with a laptop to work flexibly.
What you get in return
We have a strong commitment to providing training and development in and beyond your current role. This includes thorough induction into the organisation and regular reviews of your training and development needs.
We also offer a great range of benefits that support our employees and their families for the long term. Benefits include an attractive pension scheme and 30 days holiday per annum for support staff, plus Bank Holidays and Christmas closure days although this role may require some flexibility to service the needs of the business.
How to apply
If you have any questions about this role, please contact Tom Poultney on 029 20 26 27 16 who will arrange a convenient time for the hiring manager to contact you for a chat.
To apply, send a CV and Supporting Statement (max 2000 words) to wales-recruitment@open.ac.uk, quoting job reference 21897. Your Supporting Statement should clearly address how you meet the essential and desirable criteria listed in the job description.
Applications can be be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Please note: If you have not heard from us within two weeks of the application closing date, please assume that on this occasion you have not been selected for interview. However, we thank you for your interest and encourage you to apply for future career opportunities.
Applications received after the closing date will not be accepted.
The Open University is committed to equality, diversity and inclusion which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all in our OU community can reach their potential. We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. We strive to recruit, retain and develop the careers of a diverse pool of students and staff, and particularly encourage applications from all underrepresented groups. We also aspire to make The Open University a supportive workplace for all through our policies, services and staff networks.
Are you:
• Passionate about delivering an exceptional level of customer service
• An effective communicator with sufficient IT skills that allow you to support students with a range of enquiries
• A motivated self-starter who can adapt to the needs of the operation
• Able to solve problems using the resources available to you and your initiative
• Able to thrive in a collaborative working environment and enjoy being part of a highly experienced and supportive team
• Able to bring energy to your role and always striving for excellence
• Excited about the prospect of working for a highly established distance learning organisation in which you will be able to make a difference to students’ lives
Change your career, change lives
The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education. Find out more about us and our mission by watching this short Youtube video.
We have several exciting new opportunities for customer service professionals to join our frontline team in our Student Recruitment and Support Contact Centre. This is a busy and varied role, where you’ll help our students – and people who are looking to study with us – make decisions about their learning.
Our Student Advisers are the first point of contact for prospective and current students seeking information about study at the OU. The team support students by ensuring they have the information they need to make the right study choices for them, and are able to enrol and pay using their chosen method. The teamwork with colleagues across the University to support students and enquirers.
About the role
The role involves significant telephone work, both inbound and outbound, to provide support to students through their study journey as well as email, letter, webchat and other mediums as necessary. You will need to be confident working with multiple systems, information and databases to maintain student and enquirer details. You will ensure that prospective and current students are given accurate information and you will work with colleagues across the University to provide support.
You will receive full training for the role from our experienced team who will use high quality materials, followed by regular support, coaching and development from your Team Manager and established team members to build your confidence and knowledge within the role.
We currently have posts available at our Cardiff office. Successful candidates will be expected to complete their training and then work in a hybrid style. This means that candidates should be able to work comfortably from home and their appointed OU office. Therefore, candidates will need to live within a reasonable commute to the OU office. Candidates will be supplied with a laptop to work flexibly.
What you get in return
We have a strong commitment to providing training and development in and beyond your current role. This includes thorough induction into the organisation and regular reviews of your training and development needs.
We also offer a great range of benefits that support our employees and their families for the long term. Benefits include an attractive pension scheme and 30 days holiday per annum for support staff, plus Bank Holidays and Christmas closure days although this role may require some flexibility to service the needs of the business.
How to apply
If you have any questions about this role, please contact Tom Poultney on 029 20 26 27 16 who will arrange a convenient time for the hiring manager to contact you for a chat.
To apply, send a CV and Supporting Statement (max 2000 words) to wales-recruitment@open.ac.uk, quoting job reference 21897. Your Supporting Statement should clearly address how you meet the essential and desirable criteria listed in the job description.
Applications can be be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Please note: If you have not heard from us within two weeks of the application closing date, please assume that on this occasion you have not been selected for interview. However, we thank you for your interest and encourage you to apply for future career opportunities.
Applications received after the closing date will not be accepted.
The Open University is committed to equality, diversity and inclusion which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all in our OU community can reach their potential. We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. We strive to recruit, retain and develop the careers of a diverse pool of students and staff, and particularly encourage applications from all underrepresented groups. We also aspire to make The Open University a supportive workplace for all through our policies, services and staff networks.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.