Customer Services Administrator (Service Delivery Specialist) 

Location : Cheltenham

Hybrid

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 

You will demonstrate a willingness to go through Security Clearance for government programmes if necessary.

About QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest-growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners since 1985.

We believe skills alone aren’t enough but need to be applied back to the business in order to effect change. We do this through tailored learning programmes that connect learning across an organisation’s siloes, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solution draws from deep expertise across apprenticeships and instructor-led training, and self-paced learning.

Please find out more about us at https://www.qa.com/about/careers/