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Frontline Support Specialist
3 weeks ago
The Senior Customer Service Officer plays a crucial role in delivering exceptional frontline support to various stakeholders within the higher education sector. This position involves resolving complex queries, enhancing team knowledge, and providing outstanding customer service.
Key Responsibilities:- Act as a key point of contact for escalated Tier 1 queries, resolving issues or escalating to Tier 2 support as needed.
- Contribute to the development of knowledge bases, ensuring documentation is accurate, up-to-date, and easily accessible for the support team.
- Identify and suggest practical solutions, assessing current processes and systems to improve service delivery.
- Establish and maintain strong relationships across departments such as recruitment, operations, and finance.
- Provide coaching and guidance to support team capability.
- A degree with subsequent relevant experience; or extensive experience and specialist knowledge; or broad knowledge in technical or administrative fields;
- or an equivalent combination of relevant experience and/or education/training.
- Experience in a customer service or support role, with a proven ability to handle enquiries varying in complexity effectively through various communication channels.
- Knowledge of escalation processes, including identifying and resolving Tier 1 issues of higher complexity.
