Customer Services Administrator (Service Delivery Specialist) 

Location : Cheltenham/Hybrid

This role requires the ability to go through and maintain Security Clearance SC/DV as part of the role function

About the role

In this role you will ensure booking and enquiry turnaround times are within agreed SLAs (service level agreements), deliver a range of customer service on-boarding tasks, whilst always offering a high-quality experience to learners and employers.

Pro-actively using data to identify issues, trends and opportunities then visualise these for key stakeholders and drive for action to address.

Key Responsibilities

Processing a variety of bookings for customers, from QA courses to conferences
Supporting course admin, such as arranging pre course reading, courseware, access to online portals, exam vouchers and e-learning. 
Support learner queries and requests with prompt responses, meeting internal SLAs
Work with colleagues to drive quality and operational excellence for learner engagement, retention, and achievement in line with business strategy and plans.
Report issues and themes to line manager to help improve the feedback we give to internal customers
Develop and build new standard reporting outputs for functional consumption.
 
About you

Experience in an administration and customer service role
Experience of working in a fast-paced customer facing role
Understands how to convert data into compelling BI reporting and/or analysis
Excellent data visualisation ability
Previous experience in Bookings Management, Customer Service and Administration 
 

And what can we offer you?

• 27 days holiday plus bank holidays
• Competitive salary with a significant bonus
• 3 full training days from a wide range of courses
• Continuous performance development
• 2 days off for charity work
• Work for a company that promotes Wellbeing (Mindfulness classes, fitness classes, wellbeing campaigns throughout the year with QA's approved listeners)
• Work with some of the biggest brands there are!

Equal Opportunities:

At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.

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