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Customer Service & Experience Officer

CU London

Location: Dagenham
Salary: £19,528 to £25,950 plus £1,765 London Weighting Access to discretionary bonus scheme of up to 10%
Hours: Full Time
Contract Type: Permanent
Placed On: 10th September 2018
Closes: 7th October 2018

Shift patterns: Monday, Tuesday and Friday 8am - 6:30pm, Wednesday and Thursday evenings until 10pm.  Saturdays 8:30am - 5pm.

The Customer Service and Experience Officer (CSEO) is responsible for delivering outstanding customer service to all stakeholders on behalf of CU London (CUL). The CSEO will take responsibility for each customer interaction, ensuring that customer requirements are completely met and resolved, whilst providing a consistent, professional and customer focussed based approach. 

You will be based at the busy and demanding Customer Service Desk (CSD) which operates a ‘one stop shop’ for all our modes of study.  You will be the first point of contact for all our customers, dealing with a wide range of enquiries where you will review, diagnose, resolve or pursue for satisfactory resolutions. You will be responsible for resolving or communicating customer requirements in accordance with regulations, company policies and procedures. You will provide a personal and efficient service, whilst conveying a sense of expertise in our Educational Services and capabilities. As a CSEO, you will be passionate about customer service and hold excellent communication skills with the ability to remain calm under pressure.

You will be an internal and external representative to our organisation, a key educator to our community and customers.

With an eye for detail you will have the ability to identify opportunities for continuous improvement, with a goal to enhance customer experience and the overall service offering.

The post-holder will be required to work at the Customer Service Desk but also undertake administrative duties from the same location, multitasking between managing customers and administrative activities.

You should possess excellent IT and communication skills, and the ability to work to deadlines is essential for this post.

For further information on any of the above please visit our website at Alternatively, you can send an email to

Closing date: 7th October 2018

Interview date: w/c 29th October 2018

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