Customer Services Administrator (Service Delivery Specialist) 
Cheltenham (Hybrid/remote)
Permanent, 37.5 hrs per week
Package: competitive + benefits

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 engagement with learners/students; within a learner admin/service setting will be an advantage
• 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 

Sounds great, doesn’t it? And in return we will offer you

Down time

This is a very community-minded team and taking time for us is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include: 27 days holiday each year, holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme and 2 days per year charity leave.

How we’ll help with finance matters

In addition to pension, group income protection and life assurance, QA are offering you an annual pay review, access to our employee discounts benefit hub with hundreds of deals and savings on goods and experiences, season ticket loan, tech scheme and an employee referral scheme.

Our people

We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual preference, or if you are disabled or a carer, we welcome you and the alternative perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity – our rankings on The Inclusive Top 50 UK Employers List are a testament to this.

We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.

You can find out more about Life at QA here.

A little about QA:

At QA, our mission is powering people’s potential.

We believe the answer to closing the digital skills gap lies with the people organisations already have and the talent we can bring for the future. We’re experts in reskilling, upskilling, apprenticeships, and other talent needs for leading enterprises and public sector organisations in the UK and we’re proud to work with some of the world's biggest brands including the BBC, AWS, Google, Deloitte, IBM as well as small organisations to give them the competitive edge in the digital world of today. We're also Microsoft's biggest training-partner globally. Our bespoke and customisable training methods, learning programmes and talent acquisition solutions cover all digital requirements including emerging and in-demand tech skills to transform the workforce and fuel the success of businesses.

If this is what you’re looking for, here are the next steps:

Hit the apply button and register on our QA website to fill out our quick and easy application form. If you’d like to hear more about the role you can find me on LinkedIn or  email me: vidita.kabbe@qa.com - happy to help!

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