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Customer Service Executive

Oxford, England, United Kingdom

About Oxford Royale

Oxford Royale is a leading global provider of elite summer schools. Driven by a firm belief that education is about much more than a formal classroom, we offer young people unparalleled cultural and learning experiences, giving them a window to a world of opportunity.

Job Description

We are looking to recruit a Customer Service Executive to support our summer schools on the campuses of the world’s leading universities. Every year we welcome students from over 170 countries to our summer schools for ages 12-18.

This is a super opportunity for a confident, self-driven professional with excellent communication skills to work with great colleagues in a fast-paced, supportive environment, speaking with international parents and partners based all around the world.

Candidates should be highly organised, with strong administrative skills and an exemplary telephone manner. The successful candidate will be a skilled multi-tasker who is capable of building a strong rapport with our international summer school students and their parents over the telephone and via email.

Duties and Responsibilities

  • Promptly answering customer service requests via email, online chat, telephone and social media, escalating to a more senior member of the team when required.
  • Contacting and following up on customers who have payments outstanding.
  • Logging special requests from customers and students. 
  • Maintaining and developing relationships with existing customers, exhibiting at all times a customer-centric approach
  • Processing and managing all elements of student applications, including keeping accurate student records, analysing booking data and keeping financial information up to date
  • Contacting customers to remind them of outstanding forms or pre-summer tasks.
  • Assessing and, where possible, implementing changes to customer’s bookings, including changes of study location, date of study, or course choice, and handling requests for cancellation in line with company policies.
  • Relationship building with a range of clients/stakeholders
  • Representing Oxford Royale in a friendly, personable manner

Person Specification

Essential Requirements

  • Excellent spoken and written communication skills
  • Excellent listening skills and the ability to ask the right questions, understand concerns, and overcome objections
  • Proficient and confident in the use of basic telephonic systems, computer systems and technology
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Confident, friendly and personable
  • Ability to work independently and as part of a wider team
  • Polite, patient and persuasive – able to understand concerns and overcome objections
  • Well-organised individual with strong attention to detail
  • Able to learn new systems quickly

Desirable Requirements

  • Experience with Google Workspace, especially Google Sheets
  • Experience in dealing with international clients
  • Experience working in a customer service role an education or travel environment

Position Details

  • 40 hours per week, based on a rota, where some weekend and evening work will be required
  • Fixed Term contract: Immediate - August
  • Based at our office in Oxford. Some hybrid working may also be considered
  • 32 days’ holiday per year (inclusive of public and bank holidays)

More About Oxford Royale

Our unique educational model is all about partnership. Every student has unique skills, strengths, and dreams – our role is to mentor and guide them, to introduce and explore new concepts, and to help them realise their true potential.

Oxford Royale was founded nearly 20 years ago, with a vision to offer young people a broader and richer learning experience, and to drive their success in paths that they may not even have considered. Over the last 18 years, OR has welcomed more than 30,000 students from over 175 nations and has become a three-time winner of the Queen’s Award for Enterprise, and a five-time winner of the BETA Award for best educational product.

Students can choose from 15 courses, all designed to help them gain confidence, experience, and a competitive edge. They can experience life in an Oxford or Cambridge University college, in the heart of cosmopolitan London, or on campus at an Ivy League institution. They visit some of the most heritage-rich locations in the United Kingdom and the United States of America, taste a degree in medicine, engage with contemporary global issues, explore business and more - whilst always working with peers from around the globe.

We have built an outstanding, talented team of admissions executives, teachers, counsellors, and operations managers, who all share our vision to inspire young people to reach their potential. Over many years, our approach has been proven to motivate young people to achieve more than they ever believed possible.

If you share our passion, apply to join the team!

Visit our website to find out more about Oxford Royale.

At Oxford Royale, we are committed to fostering an inclusive and supportive environment for all. We believe in building a community that reflects the diversity of the students we serve and are dedicated to equality, diversity and inclusion.

Our goal is to cultivate a workplace where everyone feels valued and can contribute fully, regardless of background, age, gender identity, sexual orientation, ability, ethnicity, or perspective. By embracing different experiences and viewpoints, we can achieve more together and deliver the best possible experiences for our students and staff. We are proud to be an equal-opportunity employer and encourage applications from all backgrounds.

Oxford Royale is equally committed to safeguarding and promoting the welfare of young people and we expect all staff to share in this commitment. To uphold these standards, we conduct enhanced disclosure checks for all roles.

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This message is to notify you that personal data about you will be collected by Oxford Royale (the Data Controller), which is located at The Punt House, St Catherine's College, Manor Road, Oxford, OX1 3UJ and can be contacted by emailing privacy@oxford-royale.co.uk, because Oxford Royale wishes to evaluate your candidacy for employment. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Oxford Royale by someone who referred you for potential employment. Oxford Royale's data protection lead is Mr Thomas Whale, who can be contacted via privacy@oxford-royale.co.uk or in writing to the above address.

Your personal data will be processed for the purposes of managing Oxford Royale's recruitment-related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) and the equivalent UK legislation as necessary for the purposes of the legitimate interests pursued by Oxford Royale, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Oxford Royale to help manage its recruitment and hiring process on their behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under Standard Contractual Clauses between Oxford Royale and Greenhouse Software. You can obtain a copy of the standard contractual clauses by contacting us at privacy@oxford-royale.co.uk.

Your personal data will be retained by Oxford Royale as long as Oxford Royale determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.