Vacancy posted: Tuesday, 20 September 2016

Helpdesk Advisers Glasgow   Circa 15,000

Student Loans Company has a fantastic opportunity for inbound Customer Advisers on a Permanent basis to join our team in Glasgow City Centre.
Purpose of the Role: 

Working accurately to ensure any forms, reports or tasks are completed in accordance with department instructions and within set timescales.   
As a member of the Team:

You will be forming a direct, collaborative relationship with internal stakeholders, Sharing experiences and reported problems and solutions to enable a consistent service and also contributing to team performance and continuous improvement, achieving excellent attendance records and participating in additional tasks and planning.

Detailed Responsibilities:

  • Provide contact support to HEIs, FE LPs, ELBs and other stakeholders 
  • Answering incoming calls and emails from stakeholders to service standards for accuracy, timeliness and completeness
  • On occasion outbound campaigns to partner organisations to trigger actions and problem resolution tasks
  • Generate tasks and actions to Account Managers and Processing staff with clear articulation of problems  
  • All calls to be managed in a professional and courteous manner, ensuring that agreed targets are achieved, quality standards are met and that our goal of achieving the best possible service is maintained
  • Ensure all administration tasks are completed effectively, accurately and within timescales set for the department
  • Clarify and register system problems 
  • Contribute to the development initiatives of interactions with partners e.g. continuous process improvement, taking part in training initiatives, etc

Key Outputs:

  • Right first time resolution to contacts and enquiries
  • Consistent solutions and responses to queries in adherence with business roles and guidelines
  • Satisfied business customers with fulfilled service enquiries
  • Records of actions
  • systems updated to reflect contact solutions

Skills, Knowledge and Experience:

  • Experience of handling inbound/outbound telephone calls
  • Experience at dealing with organisations as customers
  • Experienced at using a customer account-based data processing and transactions system with user interfaces
  • Standard grade English, Maths Grade 3 or equivalent
  • Ability to interpret system, data and procedural issues and articulate relevant solutions
  • Strong written communication skills 
  • Professional phone manner and good verbal communication skills
  • Experience of working in a busy customer service administration department 
  • Demonstrate the ability to work effectively, accurately and within set timescales
  • Conversant with L/Notes, MS Excel & Word
  • Ability to work for periods with direct supervision, making judgements using own experience and precedents  

What’s in it for you? 

  • 9am – 5.30pm working hours with 1 hour lunch break
  • Central city centre location
  • Great opportunities for career progression working for a large and complex organisation. 
  • Fantastic Work/Life Balance culture 
  • Generous annual leave - 28 days annual leave and 8 days public leave (pro rata)
  • Flexi-time scheme
  • Life insurance equivalent to four times basic salary
  • Employee assistance programme offering free access to a wide range of specialist support and information
  • Child care vouchers

Job Reference:   IRC18283

Closing Date:     03 October 2016

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