Client Support Advisor - Hybrid

Posted 30/04/2024 by ICA

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B24, Tyburn, City and Borough of Birmingham

Client Support Advisor – Hybrid

Location: Birmingham, B24 9FD – Hybrid
Salary: £25K – £29K per annum, DOE + Benefits!
Contract: Fixed Term contract for 12 months
Benefits: Hybrid Working, Performance-Related Bonus, Pension, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources.

Why do we want you?

You are an experienced B2B Customer Service Adviser with an exceptional telephone manner who has experience of managing and handling incoming corporate client queries via the telephone, email, live chat and websites in a professional environment.

You are passionate about providing an exceptional customer experience and you are a strong administrator with fantastic organisation skills who ideally has experience working in Events / Training environment. 

This role is an amazing opportunity for someone to develop a career within the growing market of financial crime, so if its sounds like it may be something of interest to you, read on.

ICA is the leading professional body for the global regulatory and financial crime compliance community.

Since 2001, ICA has enhanced the knowledge, skills and behaviour of over 150,000 professionals all over the world either through their internationally-recognised portfolio of professional qualifications and training.

If you are looking for company that values curiosity, variety and flexibility, then ICA is for you.

The main purpose of the role is to support the operational requirements for B2B contracts under the supervision and direction of the Senior Client Service Manager and Sales Team.

Adopting a customer centric approach, you will ensure that the commitments made to clients by the Sales Team are delivered and expectations are exceeded. 

Your role will be to become a true subject matter expert pertaining to the client and the programme including where it is delivered, by whom and how.

In addition to this as our Client Support Advisor you will be responsible for:

  • Providing exceptional customer service and a positive approach to dealing with people from diverse backgrounds.
  • Having an excellent standard of product knowledge to offer accurate and appropriate guidance.
  • Efficient handling of all inbound queries (phone; email; Live Chat; website) from clients and learners. 
  • Providing learning support as required, so learners are enabled to engage and interact fully with their studies. 
  • Dealing sensitively with mitigating circumstances requests and providing accessible solutions for learners with special educational needs. 
  • To be aware of safeguarding and wellbeing policies (training provided).
  • Supporting the operational delivery for B2B contract fulfilment.
  • Supporting with the processing of training, group and corporate membership enrolments on salesforce within identified process, ensuring compliance with SLA; sale terms and conditions; eligibility requirements; data protection and local tax regulations.
  • Executing any administrative related activities as may be needed by the client or Client Services Team.

If this sounds like the kind of varied, customer facing role you would enjoy, why not submit an application and see where it takes you.

In order to be successful in this role you must have:

  • To be self-motivated and passionate about providing excellent customer service.  
  • Excellent communication and relationship-building skills (with both internal and external stakeholders)
  • Experience using Microsoft Office applications
  • Good planning and organisational skills
  • Accuracy and consistency
  • To be commercially astute
  • Experience of using a CRM and an LMS is desirable

Before you go... Find what you’re looking for!

Our people sought out empowerment and opportunity. And they found both here. You’ll find what you’re looking for too.

Our values help us achieve our goals – whether they’re personal, professional or those of our client. We believe in inclusivity and collaboration; we stay curious and ambitious and champion innovation. Here, colleagues are trusted partners who act with integrity.

We are brave and passionate. Courageous and creative. We are Wilmington PLC. Are you?

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