Careers with learndirect
Customer Operations Administrator - Remote
Customer Operations Administrator - Remote
Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.
As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.
From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.
Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need. With rapid expansion well underway, you could become a part of the online solution to educational needs.
Job Purpose:
To provide frontline support and account management to customers using ClickHSE services, ensuring a smooth user experience through efficient handling of support queries, user account setup, and ongoing license and course management. The role will also support back-office functions including invoicing and administrative tasks as the role progresses.
Key Responsibilities and Accountabilities:
Customer Support
- Handle incoming support or account-related calls via the main sales line
- Respond to customer emails regarding account issues or web orders.
- Set up single web orders, user accounts, and assign courses.
- Process larger orders by creating accounts and emailing login credentials to users.
- Manually reset passwords and send instructions to users
- Add and reset passwords for admins
- Adding in company structures – location/ departments for admins
- Update names on certificates and send copies to users.
- Verify certificate authenticity with certificate ID as requested by companies/ accounts for past or existing users
- Download and provide proof of purchase/ VAT receipts for web orders from the backend systems (ATF/ClickHSE).
- Provide general support including user retraining (via demos), sending manuals, and troubleshooting.
- Supporting with requests for documentation from accounts. i.e data privacy policies
- Manually send login details when users report issues with self-registration.
User & Account Management
- Proactive account communication for queries/ upgrades
- Free up email addresses that are blocked due to previous registration with other companies so they can be re-registered.
- Update admin/customer details following staff changes.
- Manually add licences to partner accounts who purchase in bulk and pull down from their account
- Assign licences to "Access All" accounts (up to 70+ courses) or school accounts (approx. 36 courses).
Future Development (as role progresses)
- Process daily invoices using Sage.
- Manage invoice queries and chase outstanding payments.
What we are looking for in you -
Essential:
- Experience in a customer support or account management role
- Familiarity with basic CRM and LMS systems
- Experience managing user accounts, passwords, and licensing
- Handling email and phone queries professionally
- GCSEs or equivalent in English and Maths
- Basic IT proficiency (MS Office, email platforms)
- Ability to troubleshoot user access and technical issues
- Confidence handling complex queries independently
- Detail-oriented in managing certificates, user setups, and account changes
- Strong communication skills, both written and verbal
- Reliable and responsive
- Customer-focused with a helpful attitude
- Able to multitask and prioritise workload under pressure
Desirable:
- Experience in the e-learning or training sector
- Knowledge of Sage or similar invoicing software
- Exposure to B2B customer service environments
- Business administration or customer service qualification
- Training or certification in software like Sage or HubSpot
Why work with Us?
- Complete a funded course of your choice after your probation period
- Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day
- £50 Amazon thank you Voucher for your birthday
- Company pension scheme
- Refer a friend scheme
- Inclusive culture and positive working environment
- Staff social events
We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.
Proposition: Empowering people to reach their potential
Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’.
Our Vision: To create the modern approach to learning
Our Values: Working with PACE we strive to be:
Passionate “We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other”.
Agile “We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities”.
Courageous “We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach”.
Empowering “We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view”.
