Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Job Title: Customer Service Associate

Purpose of job:

To deliver high quality and fair ACCA EAH operations that meet the needs of internal stakeholders, awarding bodies and test takers.

Main opportunities/challenges for this role 

Accountabilities, responsibilities, and main duties:

The job is accountable for day-to-day service delivery which requires the below skill set.

  • Download Events force report, I-Assess report & ProctorU report daily.
  • Filter out the eligible registrations and prepare data in a format for sending reminders.
  • Manage and maintain email templates on tools/applications.
  • Send email reminders (1,2,3,4) as per the process requirement through mail merge.
  • Respond to level 2 enquiries on Sales Force CRM.
  • Check ProctorU daily & unblock the no show students as per the process requirement.
  • Analysis of the data and define required action based on it. Maintain daily dashboards.
  • Complete logs and update necessary data sheets for reporting.
  • Maintain data in a systematic manner in the team’s channel for the process.
  • Identify and escalate priority issue & follow up on tasks where necessary.
  • Route/Transfer issues to appropriate resource/channel if necessary.
  • Attend periodic catch up with ACCA/Stakeholders on administrative matters.
  • Ensure weekly/Monthly targets are met with high quality standards & compliances.
  • Support the team in identifying process efficiencies and improvements.
  • Assist the Delivery Manager with additional tasks for managing ACCA related activities.

    • Qualifications - Graduate

    Role specific knowledge and experience

  • Must be a quick learner with proven record of having excellent communication skills.
  • Must demonstrate ability to work with minimum supervision.
  • Must maintain the productivity as per the time & motion study as well as quality as per defined KPIs.
  • Excellent attention to detail & demonstrable experience of working to tight, and immovable deadlines.
  • Understanding of a wide range of distribution, partnership and British Council Exams products, and their delivery and security needs
  • Experience of contributing to a geographically dispersed team (e.g. across a region or large country)
  • Ability to meet main accountabilities detailed above, good relationship and stakeholder management skills.
  • Understanding of ACCA exam operations
  • Proficient in relevant computer applications (MS Office)
  • Have great interpersonal skills to conduct effective working relationships with the key stakeholders.
  • Proactive approach with focus on problem analysis and resolution. Ability to plan well and prioritise work.

    • Desirable

  • Demonstrable experience working as part of a dispersed team to deliver a service.
  • Demonstrable experience in reacting positively to change.

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