Customer Support Advisor (Digital Support Coordinator)
We have a great opportunity for a customer-focused individual to join our small and friendly team as a Customer Support Advisor (Digital Support Coordinator) here in Glasgow.
Have you got a high level of numeracy and IT skills and you are passionate about great customer experience?
If the answer is YES, then we would love to hear from you.
With best-in-class benefits (Private medical healthcare, Life Assurance, Group Income Protection, increased Company Pension contributions, and many other voluntary benefits) and a nurturing and progressive environment, working with us is the career move you were meant to make!
We are looking for passionate/ ambitious/ friendly and keen-to-learn individuals to join our team.
You will be a part of a dynamic and busy department that is based in Glasgow city center. The office has a very good location with fantastic transport links.
City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email; careers@cityandguilds.com
This appointment will be made on merit.
We believe that diversity and inclusion strengthens and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.
About the Role
Joining our digital support team, you will provide telephone and email support to our customers, managing queries in accordance with our procedures and retaining ownership of the customer query until a resolution has been agreed.
Some of the duties will include:
- Managing queries coming to our shared inbox from a variety of clients including different organisations such as training providers, colleges, public sector institutions etc...
- Answering telephone queries and calling customers back regarding queries previously raised, troubleshooting and helping customers to navigate on our bespoke platforms
- Speaking to customers regarding systems issues, onboarding new customers, and organising and performing demonstrations and training
- Working with other internal teams and coordinating their diaries to ensure that a customer query is dealt with on time and by a relevant team
- Progressing technical tickets
We will provide ongoing systems and product training, keeping you up to date on new features and services that will aid you in supporting new customers for onboarding onto a City & Guilds digital product. You will be able to provide advice and guidance on how to use various products and resolving issues as they arise.
Using your attention to detail skills, you will check qualifications for inaccuracies, feeding back to internal teams and 3rd parties to provide them with the information in order to build the new qualifications.
About You
If you have experience in supporting customers we want to hear from you.
We are looking for individuals who have a proven ability to establish and grow customer relationships over the telephone, that can strike the right balance between customer and business needs.
We pride ourselves on providing an outstanding customer experience so you will need excellent written and verbal communication skills as well as high levels of numeracy and IT skills.
We are looking for self-motivated individuals with a can-do attitude who can work under their initiative and are equally committed team players
Our Story & Mission
The City & Guilds Group is a global leader in skills development. Our purpose is the same today as it has always been, to enable people, organisations and economies to develop their skills for growth. Backed by a Royal Charter, we have more than 135 years of experience in making sure that people can contribute to successful businesses and thriving economies.
Today, the Group consists of City & Guilds, ILM, Kineo, Digitalme, The Oxford Group and Gen2. Our businesses provide a broad and imaginative range of products and services that help people achieve their potential through work-based learning. Together, they set the standards for corporate learning, technical training and skills credentialing. Everything we do – from the way we work, our products and services, to our charitable investments – seeks to make a difference to individuals and communities around the world.
At The City & Guilds Group our success is driven by the people we work with – our people make us who we are. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible way to accommodate everyone.
What we offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays and possibility to purchase more days, Private medical healthcare, Life Assurance, Group Income Protection, enhanced Company Pension and many others voluntary benefits.
Employees health and wellbeing is very important to the Group, and we have a range of tools available to help employees with their mental health and wellbeing and lots more besides.
In support of financial wellbeing, we offer our employees access to Imagine Nudge. This is a great tool and helps employees focus on different areas of their finances.
We also provide access to a Group wide Employee Assistance Programme (EAP).
Next steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.
We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment.