Job Description

Overview

The purpose of this role is to act as the first point of contact for individual users of our services from around the world. This role involves providing key support and information regarding our services and application process, alongside anticipating their needs before, during and after submission of applications.

We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your ability to communicate effectively and analyse customer needs will be essential in ensuring a positive experience. This position is ideal for individuals who are passionate about helping others and possess strong problem-solving skills.

You will be an ambassador of high standards of customer service with the single aim of working to first contact resolution response.

Key responsibilities:

Handling enquiries relating to individual applications, via a range of communication channels, including:

Phone calls Online / web messages (to meet current KPIs) Emails Live chat
Performing administrative tasks associated to the role

Providing supportive and comprehensive service information, and guidance, to customers

Building a rapport with customers

Responding to customer complaints

Deliver high standards of customer service

Updating customer records

Following policies and procedures, and adhering to GDPR requirements

Supporting the wider team to respond to ever changing priorities and workloads

Supporting with training new starters and colleagues within the business

Skills and experience required:

Proficient in MS Office suite

Proven experience in fast paced customer service environment

Person specification:

Excellent communicator

Dedicated to delivering a high standard of customer service

Solutions-driven, Strives for continuous improvement

Takes responsibility for their own and the wider team's workload, ensuring SLAs are achieved

Embraces change and uses feedback as a positive tool for change

Has a passion for education and/or international mobility

Quick to learn to learn multiple IT systems

Organised and proactive, able to take ownership of their personal development

Target driven - working to KPI's

Able to multi-task between different tasks (e.g. phone calls / messages)

Excellent attention to detail

Education and Qualifications:

Degree educated (desirable) Minimum of Level 3 qualification - eg. A Level, Level 3 NVQ, Level 3 National Diploma - including GCSE English and Maths Demonstratable experience in a fast-paced customer service environment - preferably handling telephone calls and administration in a similar environment

EDI Statement:

Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness. The core of our work involves working internationally with individuals all over the globe with different backgrounds. In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race (including colour, nationality, and ethnic or national origin), sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability.

If you are looking for an opportunity to grow your career in a supportive environment while making a difference in customers' lives, we would love to hear from you!

Job Types: Full-time, Permanent

Pay: 25,054.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Free parking Health & wellbeing programme Language training provided Life insurance Paid volunteer time Private dental insurance Private medical insurance Referral programme Sick pay
Work Location: Hybrid remote in Cheltenham GL50 2ED

Application deadline: 01/08/2025
Expected start date: 10/08/2025