Customer Support

We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.
Customer Service Representative Responsibilities:
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Responding promptly to customer Upgrade to see actual infomunicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Processing orders, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments and Upgrade to see actual infomunicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Managing a team of junior customer service representatives.
Ensure customer satisfaction and provide professional customer support.
Experience working with customer support.
Responding to all enquiries and requests for information, made in-person, by phone or by e-mail from current, former and prospective students, staff and visitors to the University.
Logging and tracking queries using a Customer Relationship Management (CRM) tool, and where appropriate liaising with colleagues from across the College and external agencies (e.g. local councils and banks) to ensure that the query is resolved appropriately and in a timely manner.
Arranging appointments for students with specialists in other areas such as Residential Support or Student Fees.
Assisting in the maintenance of data on the student record system.
Producing documents and transcripts of results for current and former students.
Providing verification of student attendance and qualifications to external employers and agencies.
Providing the required authorisation on forms and documents (where appropriate) as required by students e.g.
Conducting ID checks, including visa and passport checks, as part of student enrolment.

Following up fee payments for tuition and accommodation.
Following and issuing College applications.

Assisting in the development of procedures and service improvements.
Undertaking placements or tasks to enhance working relationships with other teams and to increase our knowledge/understanding of other areas.

The Student Services Centre is a developing function and is expected to evolve in the coming months and years as the needs of the students change. As a result, the duties of the role within the College may be adjusted accordingly.


The Student Services Centre is open from 8:30am until 6:30pm during term-time and 9:30am to 5:30pm during the vacation periods. These hours are subject to regular review and may change in response to service offering and demand. All members of the team are responsible for supporting the Walk-In and Contact Centre services.

All members of Registry are expected to work as a team and to assist with other duties which are commensurate with the grade, as required by their line manager.



The duties listed are not exhaustive and may be varied from time to time as dictated by the changing needs of the College. The post holder will be expected to undertake other duties as appropriate and as requested by his/her manager.