Customer Experience Associate

Job Description

Join a dynamic, educational start-up that provides inspirational career experience programmes for school students, across 20+ different industries. Founded in 2012, their mission is to bridge the gap between school and the workplace, in order to help students choose the right career and maximise their potential.

The company creates the ‘ultimate career experience’ through a combination of interactive simulations, company visits, seminars, networking sessions and career coaching, led by highly accomplished industry professionals. They have had over 50,000 students walk through our doors, from 100+ countries and 4,000+ schools.
 
About the role
Your daily priority is to provide students and parents with a first-class experience, from the moment they hear about the organisation to the point at which they return home from one of their programmes. At every single touch point, you are rigorously dedicated to adopting a continuous improvement mindset. The role of our Student Experience Associate's is to ensure everyone, current or potential student and parent, have the best experience possible.

Responsibilities

• Take control of all in-bound customer questions via phone/email/live chats
• Own the booking process from start to finish
• Have an owner's mindset in how to target more students
• Be flexible in supporting students with their changing needs. An example of this is: attending London-based programmes in person throughout the summer months.
• Support on key projects which increase sales revenue and enable the Student Experience Team to provide effective customer service
• Coordinate effectively with other teams internally to ensure the best possible solution is being provided to our customers
• Support process implementation across the team in order to ensure continuous improvement
• Ensuring customers receive the most current and comprehensive information by keeping up to date on product knowledge
• Maintain precision in student record keeping for our programmes
• Efficiently track deals and invoice management

About You

• University Degree
• Outstanding professional communication skills- both written and verbal
• Minimum of 1 years customer facing experience (education, contact centre, retail, hospitality)
• Some experience with invoice management is preferred but not essential
• Alignment with our cultural values
• You’ll have a solid belief in our aims and be passionate about developing young people to fulfil their potential
• Some understanding of CRM Systems such as Hubspot is desirable but not essential
• You can articulate your passion to customers and show them the value of attending our programmes
• You'll enjoy diving into new responsibilities and have an eagerness to learn new skills and processes
• Strong problem solving skills
• Driven to work in a fast-paced, ever-changing environment, and comfortable organising and prioritising your work independently whilst also being a strong team player.

Benefits:

• 25 days paid holiday per year (plus bank holidays)
• Being part of a dynamic and fun start-up with various cultural initiatives including regular socials
• Pension scheme
• 2 hours to take off at your choosing every week, to switch off (‘unplugged’)
• Volunteer days
• Access to our private healthcare scheme
• Sabbatical of three months unpaid leave after three years’ service
• Opportunities for development, with termly appraisals, feedback and dedicated learning & development training

 
The Details:
Contract type: Permanent full-time
Working schedule: 9am – 5pm (Monday – Friday). Some weekend work will be required, but you will know dates for this well in advance, and be given time off in lieu during the weekdays.
Working Location: Hybrid working with 2 days in the office and 3 days from home. Our offices are based in Chancery Lane in Central London.
Salary: £26,000
Start date: Immediate
 
The Company's Cultural Values
Experience is Truth:
We believe that to learn is to experience. Our mission is to deliver professional experiences to young people that they would otherwise consider a far-flung fantasy. This ‘experiential learning’ appeals to all the senses and requires live in-person interaction; providing a welcome counterpoint to the restrictive and atomised environment of cyberspace.
Empowerment and Ownership:
We treat all of our students as young professionals, not simply older schoolchildren. We empower students by thrusting them into a whirlwind of professional-life simulation, and asking them to stand up and be counted. Along with that empowerment comes the valuable lessons of responsibility. Students are expected to take ownership of their careers immediately, as we give them detailed advice about how to plant the seeds for a successful future; starting now.
Action and Urgency:
We believe that success requires both action and urgency. We have been able to grow at an exponential rate because we move ideas quickly into tangible steps forward and we execute them. Our students refuse to be left behind and want to be able to cut through abstract procrastination; becoming empowered to act with decisiveness and urgency.
Ambition:
We are fervent supporters of determined ambition. We believe that young people - and whole organisations - must continue to ‘think big’ in order to achieve their potential. We therefore coach our students to believe that there are no limits to their career ambitions, and give them the tools they need to thrive.
Imagination:
This company is not an ordinary organisation. We create interactive simulations of professional life, which requires a commitment to using our imagination to deliver extraordinary experiences for our students. At the same time, we encourage our students to imagine themselves as young professionals now, not at some distant point in the future. We have discovered that tomorrow’s achievements are born from today’s visualisation.
Integrity:
We understand the great responsibility that we take on in coaching students. Sometimes the simplest sentence or action can have a lasting impact on a young person’s life. We insist on running our operation with the highest level of integrity: from promoting the value of hard work and satisfaction over shortcuts and monetary rewards, to constantly looking at ways to reduce our carbon footprint.