Customer Service Advisor - Student Finance Case Handler

Customer Service Advisor - Student Finance Case Handler

Monday - Friday, various shifts 8am - 4pm, 9am - 5pm, 10am - 6pm

Responsibilities:

• Determine student's eligibility and entitlement to financial support in accordance with the relevant regulations
• Advise students, their sponsors and relevant third parties by telephone, email and/or letter on enquiries concerning student finance applications and the interpretation of regulations and policy. This would include detailed advice on loans, tuition fees and other grants
• To handle all incoming and outgoing calls effectively in a professional and courteous manner, demonstrating a high level of customer care, accuracy & attention to detail at all times
• To assist in managing all relevant tasks relating to work flow processes, and prioritise those tasks and processes according to the work situation
• To accurately assess eligibility and entitlements for all customer applications and products.
• Request relevant information and evidence from students and sponsors in support of applications
• To ensure that for each contact made, accurate and concise information is captured and recorded on the customer's account.

Additional 'People' Responsibilities:

• Attend and actively participate in communication cells, team meetings and relevant workshops.
• Be involved in and identify opportunities for continuous staff engagement.
• Provide help and assistance to other team members as required.
• Seek opportunities to develop self and undertake appropriate training when required.
• Attend and actively participate in regular coaching, 1-2-1's and all performance development activities.

Experience Required:

• Computer Literate (Word/Excel/PowerPoint, data-bases, e-mail)
• Customer Focus - Able to establish a good understanding of customers' needs and a desire to deliver high standards
• Flexibility - Able to work flexibly within defined guidance and adapt in a changing environment with a positive approach
• Communication - Excellent skills in communication channels, including telephone, call handling, email, and letter writing
• Development - Demonstrates a desire to develop and improve as an individual and maintain key knowledge and skills required for the role.

How we'll reward you:

• Range of flexible working options including flexi-time
• Generous annual leave - 36 days holiday including 8 public holidays
• Option to buy extra and/or sell annual leave
• Great internal opportunities for career progression with an Investors in People organisation

Successful applicants will be required to undergo Her Majesty's Government Baseline Personnel Security Standard (BPSS) pre-employment vetting. This includes verification of your identity, criminal record, financial probity and nationality and immigration status. We also require evidence of your employment/education history over the last 3 years. We may also require an overseas criminal record check if you have spent more than 6 months outside of the UK in the last 3 years. Further information will be given at assessment stage.