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Customer Support Associate (Temp)

Job Title: Customer Support Associate (Temp)
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.


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 is part of a team that handles all centralised customer enquiries & complaints whilst maintaining ongoing relationships with customers and other stakeholders.

They will deliver information that is sometimes complex, requiring specialist knowledge of all associated products, processes and/or client-specific arrangements.


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
, Provide 1st line support for all inbound customer emails & system enquiries
, Where appropriate, resolve enquiries at first point of contact and within SLA
, Where appropriate, signpost enquiries to the relevant department
, Where appropriate, escalate case to 2nd line support (internal/3rd parties)
, 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.


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: Sunday 28th March 2021
Interviews to be held week commencing: 5th April 2021


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


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:
  • Type: Contract selected
  • Industry: Customer_services
  • Recruiter: 2MES
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2021-03-15 12:03:07 -

  • View all Jobs from 2MES


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