Customer Experience Adviser

The Company

Based in Huntingdon, Cambridgeshire, EPM is an award winning and accredited education services business with 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 nearly 200 highly qualified employees support more than 1,600 schools 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. This is just one of the many reasons we were awarded ‘Employer of the Year’ at the Hunts Post Business Awards 2018.

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

Company Responsibilities

  1. To put the customer at the heart of everything you do and always do what’s best for our customers
  2. Delivering excellent customer service support to our internal EPM Payroll Teams.
  3. Be the first point of contact for our EPM customers either by the telephone or via email.
  4. To provide an excellent experience to customers predominantly via the telephone, e-mail 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
  5. Delight the customer through exceeding service standards
  6. To work with other EPM departments and teams on administrative matters and provide coaching to resolve any customer complaints.
  7. The natural ability to treat each customer as an individual and deliver a tailored response.
  8. Be a brand and customer ambassador.

Internal Team and Broader Responsibilities

  1. Contribute to the sharing of good practice and knowledge amongst colleagues, as required.
  2. Coach internal teams on excellent customer service and delighting our customers.
  3. Actively listen to our customers, identify their needs and be pro-active to ensure that their EPM experience maintains a high level of support and service.
  4. Contribute to the team effort to ensure that customer needs are met to EPM customer service standards.
  5. Attend and participate in regular team meetings as appropriate and training to keep up-to-date with current legislation, policies and procedures and other relevant guidance.
  6. Provide support for other colleagues when necessary.
  7. Maintain high levels of confidentiality and integrity at all times.
  8. Perform miscellaneous job-related duties as assigned.
Five 9 - 5 GCSEs including Maths and English, or equivalentExperience of working in a customer focused environment
Ability to establish working relationships and credibilityProven customer service experience
Ability to contribute proactively to a strong team working culture
A strong eye for detail, taking pride in tasks being completed both efficiently and effectively
An excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals
Excellent ICT skills including use of Microsoft office, particularly Microsoft Excel and Word
Ability to communicate effectively both verbally and in writing
Ability to use initiative and work independently where required
Strong telephone contact skills and active listening
Ability to multi task and manage your time effectively
You’ll have an outgoing and welcoming personality, able to adapt to differing customer groups at ease, taking pride in providing a first-class customer experience always