Customer Service Advisors

Coventry City Centre Based
£13 per hour
Must be available for the complete duration of the assignment starting Monday 4th to 22nd August 2025. You will need to be available to work Saturday 16th August and Sunday 17th July 2025 (a day off in the week will be given)

We are currently recruiting for Customer Service Advisors to assist with 2025 Clearing.

Coventry University Group is building a new approach to student engagement and retention to achieve stretching student recruitment, satisfaction, retention and progression targets.

Core Duties and Responsibilities

1. Offer a welcoming and reassuring voice across all communications channels, for inbound enquiries and outbound engagement with both current and future students.

2. Responsible for achieving individual targets at key steps within the customer journey including engagement, retention, progression and for targets related to customer satisfaction.

3. Take ownership for any enquiry or issue from the time it is raised to its resolution with the customer. Understand when to arrange specialist intervention or consult expert advice, ensuring the customer is informed and engaged throughout.

4. Ensure all interactions with customers are considered, timely, accurate and of the highest quality across all platforms. Be responsible for your contribution towards team targets including time to first response and first contact resolution.

5. Have up-to-date product knowledge of the university's courses, processes and relevant services across all campuses, taking responsibility to find out when information is incomplete or has changed.

6. Engage effectively, tailoring your response and approach via telephone, face to face, live chat, e-mail, instant messaging, SMS, social media and other channels.