Customer Service Adviser
The Company
Based in Huntingdon, Cambridgeshire, EPM is an award-winning and accredited education services business with over 25 years of expertise.
We are a technology-enabled business, but people are at the heart of what we do. We believe in developing long-lasting relationships with our customers and employees, with our relationships lasting, on average, 11 years.
We are 100% dedicated to education and our expert team of over 200 highly qualified employees support more than 2,300 Schools and Trusts nationwide.
Our culture is unique and is based upon our motivated and passionate team. As a result, we encourage our employees to flourish and unleash their talent by building their confidence and providing them with the opportunities and support to empower them and realise their full potential.
EPM's performance in the market has been and continues to be, exceptional, resulting in significant growth year after year. Our success can be attributed to our proactive, forward-thinking approach and passionate team. Our plan for the future is to continue this growth, increase our geographical reach and consider expanding the services offered.
Purpose of the Job
To provide outstanding support across the organisation by assisting colleagues to deliver expert administration in a timely and effective manner whilst maintaining the highest levels of confidentiality and integrity. To provide administrative support primarily to the Payroll and Pensions department. However, broader administrative support across the whole company may also be required.
You will be constantly striving to improve the efficiency of working practices to meet the company's objective of "clarity and consistency" and working "smarter not harder" to facilitate an increase in customer base whilst maintaining and improving customer service.
Main Responsibilities/Duties of the Job
To put the customer at the heart of everything you do and always do what's best for our customers
Delivering excellent customer service support to our internal EPM Payroll Teams
Be the first point of contact for our EPM customers either by telephone or via email
To provide an excellent experience to customers predominantly via the telephone, email and other contact methods as required, and to follow this through to ensure their enquiry is responded to and resolved to the customer's satisfaction
Delight the customer through exceeding service standards
To work with other EPM departments and teams on administrative matters and provide coaching to resolve any customer complaints
The natural ability to treat each customer as an individual and deliver a tailored response
Be a brand and customer ambassador
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