Job title: Operations Support
Role Summary
To process and dispatch customer orders from my clients central High Wycombe office.
This role that would suit a team player who is collaborative, customer-focused, and adaptive to change.
This role is based full-time in our central High Wycombe office, due to our key requirement to dispatch physical examinations and Business Books to our customers.
Responsibilities
Outgoing examination and Business Books functions:
*Download, pack and dispatch all Business Book Orders
*Dispatch online exams, including paper creation and scheduling
*Printing and despatching paper exam packs
*Conducting quality checks for all outgoing exam packs
*Label creation for courier packs
Customer Service – Digital Support
*Responding to Operations tickets within agreed SLAs
*Support Customer Service by answering telephone calls and tickets
*Investigating and escalating complaints appropriately
*Gathering feedback on issues to initiate change and improve service
General
*Maintain and replenish Business Book Stock Levels and highlight need for replenishment to Operations Manager
*Responsible for reading, understanding, and working in accordance with the processes relevant to this role
Qualifications and Experience
*A-levels or BTEC (or equivalent)
*GCSE (or equivalent) Grade A-C/9-5 in English
Skills and Knowledge
*Ability to prepare and dispatch physical exams and books to our couriers in a timely manner
*Problem-solving & positive can-do attitude
*Able to provide excellent customer service and digital support experience, whether by phone, email or online systems
*Excellent command of written and spoken English (for resolving email and phone queries)
*Intermediate Word and Outlook skills
*Ability to prioritise workload and handle competing demands
*Ability to work as part of a team and independently
*Ability to work under pressure in order to deliver excellent customer service
*Excellent attention to detail