Student Support Officer- London x5

Student Support Officer needed in Central London location. This role starts asap and pays £15.50 per hour. This role is hybrid but first week will be training in the office. 

Key Responsibilities and Accountabilities

• To respond to student queries via various channels in a timely manner, either via phone, email or sometimes even face-to-face
• Consistently providing a high-quality service to all students
• Taking accountability for a student’s query and escalating to the appropriate team, where necessary.
• To work independently and use own initiative when dealing with unexpected student problems, referring more complex cases to the appropriate manager.
• Maintenance of student data and systems as required.
• Proactively keeping up to date with any changes to products/services or processes/procedures and to ensure compliance and best practice with relevant University policies and procedures
• Be flexible and adaptable to effectively support and contribute to developments and improvements within the business and team
• Dealing with emergency issues that may arise as and when required to ensure students are emotionally supported and prepared for learning in a safe environment. Responding immediately to any Safeguarding issues
• Being empathic to individual customer requirements and emotional states, while ensuring customer requests are handled firmly and sensitively. 
• Other activities as and when required by the company

Skills, knowledge, qualifications required for job

• Experience of working in a contact center environment
• Thrive on working in a fast-paced performance managed, demanding customer service business.
• Experience of working cooperatively, flexibly, and effectively, as part of a team whilst being able to demonstrate individual accountability 
• Excellent communication skills, including the ability to communicate effectively and professionally with customers and external enquirers 
• Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining excellent and accurate attention to detail 
• Positive, responsive, and approachable attitude to conflicting customer demands 
• Ability to absorb, retain and deliver information clearly, simply and accurately in order to best advise our customers  
• The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs