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Customer Support Associate

Job Title: Customer Support Associate
Location: Eastleigh, Hampshire
Salary: £23,500 per annum


Vocational Training Charitable Trust (VTCT) is a specialist awarding organisation (AO) and current market leader in the Hair and Beauty sectors.

Launched in 1962, it offers vocational and technical qualifications, including apprenticeships, in a range of service sectors.


As a market leader in the creative industries, VTCT has a strong commitment to its core charitable objective: the advancement of education in the UK and internationally for over 100,000 learners and apprentices.


Reporting to the Senior Customer Support Associate (SCSA), the Customer Support Associate will work as part of a team that handles all centralised customer enquiries.


The successful candidate will be based at our Eastleigh office in Hampshire.


Principal Responsibilities include:


, Provide 1st line support for all inbound centre and learner enquiries, email, and calls
, Where appropriate, resolve enquiries at first point of contact and within SLA
, Where appropriate, signpost enquiries to the relevant department
, Maintain a specialist knowledge base of qualifications, processes, and systems
, Maintain a specialist knowledge base of learner processes, and systems
, Process centre and learner payments
, Coach customers in the use of relevant systems
, Track enquiries to spot areas for improvement
, Complete and dispatch product orders
, Where appropriate, inform customers of products and services available to them
, When required, support other tasks as directed


The successful candidate will:


, Be educated to Level 3 standard (A level/NVQ3 or equivalent)
, GCSE grade C (or equivalent) in Maths and English or Level 2 Key Skills/functional skills/literacy/numeracy
, Have a minimum of 2 years' experience of working in a busy customer service environment and building customer relationships
, Have excellent troubleshooting and problem solving skills
, Have excellent organisational and administrative skills
, Ability to work on own initiative, with minimal supervision
, Excellent customer service communication skills through all communication media (oral, written etc.)
, Excellent attention to detail
, Willingness to undertake training and development activities
, Ability to work under pressure and meet deadlines
, Ability to absorb and retain essential information
, Flexible in approach
, Enthusiasm, tact and diplomacy.

Calm whilst working under pressure
, Ability to travel to professionally represent VTCT at external events
, Sound understanding of Microsoft packages including Word and Excel
, Understand the benefits of continual improvement


Based in our Eastleigh office, this full-time post attracts a generous package of terms and conditions including 26 days holiday per annum and a group stakeholder pension.


Hours: Mon-Thurs 08:30-17:00
Friday 08:30-16:30


Interest in this role is expected to be high so, to assist us with the process, please can you make clear on your CV or in a separate Cover Letter where you meet the ESSENTIAL requirements for this role as specified in the Person Specification document.


Closing date: Friday 11th December 2020


We reserve the right to close this advertisement early if we receive a high volume of suitable applications.


Interviews will be held week commencing: 11th January 2021


The group of VTCT companies includes: the charity VTCT through which main Board business and governance is transacted; Digital Assess Software Ltd which is a wholly owned trading subsidiary of VTCT; and EMS Ltd, t/a ITEC, a wholly owned trading subsidiary of VTCT.


If you wish to apply for this exciting opportunity, please click apply and send us your comprehensive CV including full work and educational history.


  • Start: ASAP
  • Rate: Up to £23500.00 per annum
  • Location: Eastleigh, England
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: 2MES
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2020-11-27 11:50:52 -

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