Job Location: Remote
First Intuition (FI) is an outstanding provider of accountancy training and apprenticeships. This is an exciting opportunity to join a fast-paced team with excellent career prospects. If you are hard-working and dedicated, FI is an ideal place to get ahead.
Job summary:
First Intuition (FI) Online is a provider of Online and Online Live ACCA and CIMA courses through commercial sales, and we also support the wider FI network in delivering high-quality blended apprenticeship programmes. We pride ourselves on offering a personal and supportive approach to training, where people are at the heart of everything we do.
We are seeking a proactive and customer-focused Online Operations Assistant to support students throughout their journey with FI Online. You will act as the first point of contact for student enquiries, providing clear and helpful guidance from initial enquiry through to course booking and ongoing support.
You will play a key role in delivering an excellent student experience by responding to queries efficiently, ensuring accurate course bookings, and supporting students as they progress through their studies. You will also work closely with internal teams to ensure a seamless and professional service is delivered at all times.
The ideal candidate will bring experience in customer service, strong organisational skills, and the ability to manage multiple enquiries while maintaining a high level of attention to detail.
Success in this role will be measured through responsiveness to enquiries, accuracy of bookings, student satisfaction, and contribution to a smooth and efficient student journey.
Key responsibilities:
- Be the primary point of contact for FI online acting as the first contact for student enquiries
- Respond to student enquiries via our ticketing system in a timely and professional manner, providing clear and accurate information
- Answering telephone calls from students, providing information and following up with written summaries
- Process course bookings for students, employers, and internal stakeholders, ensuring accuracy and attention to detail
- Ensure students have access to our online learning platform and course materials
- Ensure invoices are raised in a timely manner
- Maintain accurate and up-to-date student records across relevant systems
- Liaise with tutors, CRMs, and other internal teams to resolve student queries and ensure a smooth student experience
- Support students throughout their journey, including handling queries, resolving issues, and directing them to appropriate support where needed
- Identify recurring issues or trends in student enquiries and share feedback with the team to support continuous improvement
- Support the Online Operations Supervisor and Head of Online Operations and Service with administrative tasks and ad hoc projects as required
Skills and experience:
Essential:
- Previous experience in a customer service role managing a journey e.g. handling enquiries through to booking through to dealing with issues through to supporting progression
- Excellent communication (both written and verbal)
- Comfortable talking on the phone
- Able to multi-task and comfortable managing competing priorities in a busy environment
- Reliable, detail-oriented, and proactive in spotting and solving issues
- Flexible and adaptable team player, with the ability to collaborate with different teams across the business
- Ability to adapt to changing systems and processes
- Ability to work independently and as part of a team
- Comfortable using standard IT tools (MS Office, email, etc.)
- Willingness to travel for Team meetings in Birmingham
- Right to work in the UK
Preferred:
- An understanding of professional qualification training in a professional service environment.
- Experience of using a CRM such as Administrate or HubSpot
Location:
This role is remote, with travel at least twice a month to the Birmingham First Intuition office, located in the city centre and within walking distance of main transport hubs
Benefits:
As a valued member of the FI team, you will benefit from:
- 25 days annual leave, rising to 30 with 5 years’ service, plus bank holidays
- 3 ‘FI Days’ – usually the days between Christmas and New Years off
- Flexible working and family-friendly policies
- Employee Assistance Programme with 24/7 confidential support
- Competitive pension and private medical insurance
- Ongoing training and development
- Long-term career progression in a growing company
Safeguarding Commitment:
We are committed to safeguarding young people and adults and follow Safer Recruitment processes. All successful candidates will be required to complete a DBS check (Enhanced for some roles). This post is exempt from the Rehabilitation of Offenders Act 1974.
Diversity and Inclusion:
At First Intuition, we’re proud to be a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, cultures, and experiences
