Careers with learndirect

About the Role

• To be first line of contact for all learners requesting assistance or support with their studies
• Ensuring learners have every possible support required to complete courses as smoothly and as successfully as possible
• To liaise with other relevant departments to ensure resolution of query including finance and sales.
• Provide 1st class customer service regarding all general enquiries including payments issues, certification, cancellations, system issues etc.
• Be proactive and have a unique approach to improving the customer journey
• Managing customer issues efficiently and resolving them to a conclusion where necessary
• Achieving set objectives and productivity targets
• Respond to learners within SLA where enquiries may come in via email, phone or post.
• Develop and maintain excellent working relationships with all other departments, our customers and external suppliers
• Work with the finance department to resolve learners payment agreements.
• Promote a positive reputation for the company by encouraging Trustpilot reviews are left by our learners.
• Conduct yourself in line with the company policies and values.
• Complete adhoc administration work as requested.
• Switch between customer service workflows when necessary.

We are also looking for a candidate that is able to work weekends (Saturday and Sunday shift) on either a full time or part time basis.

Requirements

• A broad understanding of computer systems, applications, and operating systems.
• Financially astute and achievement driven.
• An understanding of confidentiality and the ability to show tact and diplomacy when dealing with a wide range of people and personalities.
• Willingness to take part in additional training as and when new skills may be required for the better performance of the role.
• Happy to be a key ambassador of the business in all dealings
• Be able to think quickly to resolve a number of different enquires.
• Effective communicator who presents well at all levels.
• Good personnel engagement skills over the telephone and email.
• Good written communication skills on paper and via IT systems.
• Friendly, outgoing, and helpful disposition with ability to work with people of all ages and backgrounds
• Organised approach but ability to be flexible and multi-task.