Customer Co-ordinator - Fixed Term
NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals. To find out more, visit our website.
Overview of the role
We are seeking a motivated and professional Customer Co-Ordinator - 12 months Fixed Term to join our CPCS Customer Services team.
Reporting to the Customer Services and Operations Team Leader, you will play a key role in delivering high-quality services aligned with NOCN's strategic objectives.
Key Responsibilities
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Deliver a professional customer experience, taking ownership of enquiries and ensuring expectations are exceeded.
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Provide a front-line service to customers across all NOCN business functions.
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Handle enquiries from cardholders, employers, and third parties regarding card schemes, accounts, and applications.
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Offer advice and guidance on scheme rules, qualifications, and application processes.
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Build strong relationships with internal teams (Product, Quality Assurance, and other frontline staff).
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Process financial elements of schemes, including payments, validating application forms, and accurate data input.
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Support customers using digital systems, portals, and platforms, providing troubleshooting and guidance.
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Manage high volumes of calls, emails, and system tasks in a multi-skilled environment.
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Ensure enquiries are resolved first time wherever possible.
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Deliver work in line with service level agreements, quality standards, and benchmarks.
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Contribute to continuous improvement by suggesting ideas to enhance service delivery.
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Develop and maintain knowledge of NOCN products and services.
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Participate in team meetings and contribute to improving team efficiency and service quality.
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Handle complaints and escalations, ensuring issues are resolved or referred appropriately.
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Review assessments flagged for potential malpractice by remote proctoring systems and resolve within service levels.
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Represent the Customer Service team on internal and external projects when required.
About You
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Be educated to Level 2 in Literacy and Numeracy
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Have at least 2 years' experience in a call centre or similar customer service environment.
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Have experience working with diverse customers and stakeholders.
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Good knowledge of Microsoft Office.
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(Desirable) Have a Customer Service qualification
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(Desirable) Experience with card schemes or awarding organisations.
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(Desirable) Knowledge of the construction or education sector.
For the full job description, Click here
Why Join NOCN Group?
These core values reflect who we are and what we stand for as an organisation.
What we can offer you
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We offer 38 days of annual leave this includes 8 bank holidays and 3 closure days between Christmas and New Year
- We can offer hybrid working
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35-hour working week
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We can offer flexible working for a better work-life balance
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Buy/Sell Annual leave
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Flexible bank holidays for religious holidays
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Pension scheme
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Life assurance
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Enhanced family leave
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Cycle to work scheme
And more! Please click here to see the full list on our website
Please note: Due to the high volume of applications, we can only provide feedback at the interview stage.
As a proud member of both Disability Confident and Inclusive Employers standard, we celebrate and recognise the benefits of equity, diversity, inclusion and belonging. As such, we welcome and encourage applicants from all backgrounds, and should you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will do our best to accommodate.
