Customer Services Advisor

Renaissance® is a global leader in education technology. We help schools and school groups in the UK and around the world with educational assessments, practice and intervention solutions, and data analytics. Renaissance now incorporates GL Assessment (known internationally as GL Education), too – a leading provider of educational assessments. 

Together, our assessments offer the ideal starting point to help teachers understand their students’ strengths and pinpoint areas of need. Our teaching and learning tools then provide effective next steps, with online literacy and maths solutions that meet students exactly where we are. 

Worldwide, we support over 18 million students, operating in over 100 countries. 

About this role:

We are looking for  2 Customer Service Advisor's to support our lively team. This role will work within a small department and focus on servicing and supporting our customers by answering queries and solving technical issues.

Customer Service Advisors, Job Responsibilities:

When looking at the responsibilities can be broken down into the following:

• Respond to customer inquiries by telephone, chat, and email.
• To provide customers with guidance, assistance, and exceptional service and support at all times across a number of different methods.
• To work cross functionally with other teams to escalate and resolve issues where needed.
• Provide product walk throughs, resolve routine problems and communicate solutions or requested customer information. Follow up as necessary.
• Analyse customer needs and refer to other service or technical departments as needed.

Skills and experience required:

To be considered for the role of Customer Service Advisor, we are looking for someone who has worked in an office environment dealing with complexed customer queries and has a great understanding of how to use CRM systems to log and manage customer queries and complaints. We are looking for someone who can work as part of a team as well as independently.  

You will also have:

• Experience in creating and maintain customer logs on CRM systems (Preferably Sales Force)
• Excellent customer service delivered via phone, email and chat
• Ensure adherence to company Data Protection standards at all times
• Take ownership of any customer complaints and take necessary steps to prevent reoccurrence
• Promote teamwork and foster an exemplary work environment
• Competent in using Microsoft packages including Teams, Outlook, Word and Excel

As our Customer Service Advisor, we are looking for someone who aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, we are looking for someone who is/ has:

• Ability to communicate clearly at all levels and across functions
• Strong engagement with colleagues, individually and as a team
• Champions positive change within the business
• Effective management of time and priorities
• Motivated to make a positive difference in the lives of teachers and children worldwide

Additional information: 

This is role is based in our Swindon Site. (Unit 28 Bramble Road, Swindon SN2 8HB), on a hybrid basis, 3 days a week working in the office.

We offer a competitive basic salary of £12.56 per hour, (£24,570 per annum), paid monthly, Plus lots of amazing benefits

Benefits:

• 25 Days per annum plus Bank Holidays (3 to be used for our Christmas shutdown)
• A day off for your birthday, to be used in the month of your birthday.
• Monday to Friday 37.5 hours per week– Generally 8.30am to 5:00pm (with an unpaid 1 hour for lunch daily), subject to the demands of the role.
• Access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants (provided by Reward Gateway)
• BUPA Healthcare, Life assurance, Permanent health insurance
• Pension scheme with enhanced employer contribution
• Season ticket loan and EAP

We have an ongoing commitment to Diversity, Equity and Inclusion and have taken strides to become a more welcoming and inclusive workplace, including the introduction of our DEI Matters Network which is owned and driven by our staff. 

We are an equal opportunities employer. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within our organisation. 

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend any interview, please contact us and we will talk this through with you. 

All your information will be kept confidential according to GDPR guidelines. Please note that we can only consider applicants who already hold a full work permit. 

This role is subject to DBS and background checks.