Customer Service Specialist (Education)

TL;DR

Customer Service Specialist (Education): Providing front-line support across multiple communication channels for an academic qualifications provider with an accent on high-standard customer interactions and SLA compliance. Focus on troubleshooting technical support calls, managing omnichannel communications, and delivering personalized learner experiences.

Location: Hybrid (Must be based in England, working from the office two days a week)

Salary: From £25,000

Company

hirify.global is a leading Awarding and End-Point Assessment Organisation providing qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

What you will do

• Manage inbound calls, providing knowledgeable guidance and professional support to customers.
• Handle inquiries via live chat (90-second SLA) and email (3-hour SLA) to deliver tailored experiences.
• Troubleshoot technical support calls to ensure learners can access their exams without issues.
• Execute callbacks and dial-out campaigns to provide customers with critical updates.
• Participate in customer meetings via MS Teams and perform ad-hoc data tasks.
• Monitor call data and SLAs to ensure timely and efficient resolution of queries.

Requirements

• Must be based in England to comply with the hybrid work model (minimum 2 days in office).
• Strong written and verbal communication skills with an excellent telephone manner.
• Proficiency in Microsoft Office programs including Word, Excel, and PowerPoint.
• Ability to work effectively within a regulated environment following standard operating procedures.
• Genuine passion for delivering outstanding customer service and ability to prioritize workload.

Culture & Benefits

• Comprehensive training, qualifications, and apprenticeship opportunities.
• 33 days total annual leave (25 days plus 8 bank holidays), with additional days earned after 2 years of service.
• Financial perks including an annual Loyalty Bonus and annual salary review.
• Health and wellbeing support via Bupa healthcare benefits and an Employee Assistance Programme (EAP).
• Practical benefits such as a birthday day off, NEST pension, and a Cycle-to-work scheme.
• A supportive working environment that encourages a healthy work-life balance.