Job Description
Overview Do you want to be help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology since . We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28, schools, nurseries, and education trusts in countries to deliver customer-centric solutions that improve education outcomes worldwide. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners. Responsibilities Job Purpose The Customer Service Advisor (VoC) plays a pivotal role in managing and addressing customer feedback across various channels, including email, voice, social media, and customer insights platforms like YOTPO and Trustpilot. Responsibilities include resolving customer dissatisfaction, conducting root cause analysis, and condensing insights for relevant stakeholders. The role requires the capability to analyse feedback and use internal data sources to drive actionable recommendations. Success in this role is measured by achieving defined performance metrics, personal targets, and contributing to team KPIs and SLAs, all while delivering exceptional customer service and experience. Main Responsibilities To respond to all customer feedback and resolve any customer dissatisfactions. Conduct root cause analysis, understand and share the insights from all customer feedback using internal data sources. Strive to always achieve first contact resolution. To attend all types of communication meetings such as business updates, team meetings and product demonstration days. To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions. To support the Team Leader in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise. To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered. Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey. To undertake any other duties as required which are commensurate with the grading of the post. Facts & Figures Manage all customer feedback, generated through multiple channels – Voice, email, social media, and customer insights platforms, such as YOTPO, Trustpilot. Will be responsible for analysing data on customer feedback and sharing insights. Achieve defined targets, KPI’s and quality measures. Decision Making You take without reference to others. Discounting on orders within current policy Ability to offer appropriate product substitutions and service sol. Process order related queries and customer queries and complaints within current guidelines, business rules and ways of working. You refer to your manager / a colleague. Discounting on orders over authorisation limit Solutions to resolve escalate customer queries and complaints outside of authorisation limits, business rules and ways of working Impact & Influence This role impacts on customer satisfaction, achievement of service levels and targets, first contact resolution, customer satisfaction, error rate, demand handling and overall quality. The job holder will need to work closely with and support colleagues and departments to resolve all types of customers queries. The advisor will work closely with the wider Customer Service team – UK and India - to ensure that the customer is updated and kept informed on all outstanding queries. This role will provide feedback to the Customer Service Leadership Team to ensure that excellent customer service is delivered within the department and that the voice of the customer is heard across the business. Will be required to liaise with Finance, Procurement, DC’s, Quality, Marketing, Sales, Digital and 3rd Party suppliers of product and service to ensure successful delivery of customer orders and solutions to questions and queries. Key Relationships Internal: Distribution Centre Procurement and Quality Assurance Commercial Sales Product Management Marketing Digital Finance External: Customers – all UK segments UK carriers Third party providers – product and service Suppliers – service management and escalations Experience Knowledge, Skills & Experience Excellent communication skills - written, verbal, grammar, and punctuation. Excellent listening skills Excellent attention to detail Ability to work to deadlines and prioritise and have excellent time management skills Ability to be adaptable, flexible, agile, resourceful, and multi-task Excellent decision, judgement, problem solving, conflict management and influencing skills with the ability to analyse data and information Ability to demonstrate empathy and emotional intelligence Strong work ethic and be self-motivated and proactive and ability to remain calm under pressure Ability to work cross functionally and collaboratively, demonstrating great teamwork What’s in it for you? At RM we have "My Work Blend @RM" which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations in the UK that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working. As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM. To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at . Unfortunately, we are unable to offer sponsorship for this role.