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Customer Support Associate - Systems

Job Title: Customer Support Associate - Systems
Location: Eastleigh, Hampshire
Salary: c£23,500


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.


More than 1800 approved centres work with VTCT, and the ever-expanding list extends across the UK, Ireland, and the rest of the world.

Its acquisition of the internationally recognised examination board ITEC and education technology specialists Digital Assess, in 2016, added to VTCT's specialist offering.


Reporting to the Senior Customer Support Associate (SCSA), the Customer Support Associate will work as part of a team that handles all centralised customer queries, orders, enquiries, complaints, payments; maintaining ongoing relationships with customers, other stakeholders and sales team.


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


Principal Responsibilities include:


, Provide 1st line support for all inbound customer system support requests, email and calls
, Where appropriate, resolve enquiries at first point of contact and within SLA
, Where appropriate, escalate case to 2nd line support (internal/3rd parties)
, Process customer login requests/issues
, Conduct customer system on-boarding sessions
, Conduct customer system training sessions
, Support creation and maintenance of system support guidance
, Maintain a specialist knowledge base of VTCT systems and processes
, Track enquiries to spot areas for improvement
, When required, support other tasks as directed by the SCSA and/or team manager


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 1st line system support environment
, 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
, 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.


Closing date: Wednesday 6th January 2021


Interviews will be held in week commencing: 18th 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.




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