Post Results Services Administrator

  • By Trinity College London
  • 27000 PA
  • London
  • Permanent

Contract: Permanent, full time
Location: London (hybrid-working)
Closing Date: 26 June 2024


About the role

Reporting to the Customer Services Manager, You will work as part of a dedicated team responsible for managing queries, complaints and requests for services received from our customers from all around the world. You will be responsible for ensuring that all customer issues are managed in a fair and consistent manner and in line with Trinity’s policies and procedures. This includes using well honed communication skills to liaise with internal and external stakeholders to ensure that accurate information is gathered and analysed, and that our customers receive a professional and positive experience.


About You

 

  • Managing dedicated email accounts to receive and log incoming complaints and requests for results reviews
  • Processing of complaints and results reviews, ensuring that work is completed within Trinity’s published service level agreements
  • Logging and processing exam results which have been referred for further investigation.
  • Liaising with academic specialists/external experts and commissioning them to work on remarks, referrals, etc
  • Processing outcomes of complaints/investigations/appeals and communicating decisions to our customers
  • Liaising with the Examiner Panel Management team on examiner related complaints, ensuring that information is appropriately shared and acted upon
  • Supporting the Customer Services manager in providing accurate analysis of data on complaints/investigations/appeals
  • Working with markets (internationally) to collate data on complaints


Essential

  • Exceptional Customer Service skills
  • Proven time management / organisational skills and the ability to multi-task
  • Excellent interpersonal and communication skills
  • Computer literate in MS office packages with good keyboard skills
  • Tenacity
  • Good sense of humour and a ‘can do’ attitude
  • Ability to work on own initiative and without close supervision
  • Strong influencing skills
  • An understanding and commitment to, the values of accountability, probity, openness and diversity


Our benefits

Trinity provides a work environment that is stimulating, inspiring and fair. Our approach to reward values our employees while ensuring each person’s contribution makes us great as an organisation.

As an employee, you’ll enjoy a range of benefits including generous annual leave, private health insurance, pension scheme, regular social events, employee assistance programme, cycle to work scheme, season ticket loan, free access to Trinity examinations and continuous training and development, plus more.

Our commitment

Trinity College London is an equal opportunities employer and our talented people come from all walks of life. Trinity is open to all applicants from different backgrounds and we are committed to building a more diverse and inclusive workplace. All applications are dealt with in the strictest of confidence.

How to Apply

To apply, please follow the Apply for This Job link on this page and you will be directed to the Trinity College London application page.

Trinity College London does not hold a job visa sponsorship licence and so is not in a position to sponsor visas in the UK.

We are committed to the safeguarding and protection of the children and young people that we work with. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across the organisation. As such, all posts are subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. Upon successful appointment into the role, you will be required to complete our vetting procedures as with all Trinity College London employees. This is carried out by a 3rd party supplier and our standard background checks consist of Right to Work in the UK, Identity Check, Employment History check, Financial Probity Check, Highest Academic Qualifications Check and a basic DBS check.

Trinity promotes equality of opportunity and welcome applications from a wide range of candidates, including those with criminal records. In line with the requirements of the Rehabilitation of Offenders Act (1974), we select all candidates for interview based on their competencies, qualifications and knowledge. As part of our selection process, you will be required to disclose any potential issues with criminal record checks that will be carried out if you are offered a role with Trinity. The information will only be seen by those who need to see it as part of the recruitment process. We ensure that an open and measured discussion takes place on the subject of any offences or other matter that might be relevant to the position for which you have applied. Failure to reveal information that is directly relevant to the job sought could lead to withdrawal of an offer of employment. We undertake to discuss any matter revealed in a criminal check with you before withdrawing our offer of employment.

Trinity College London will hold candidate data on file for no more than six months from application submission. If you want your information to be removed earlier, please contact us directly. If we want to hold your information beyond the six months, we will contact you to get your consent.

Our data protection policy can be viewed in full at https://www.trinitycollege.com/page/data-protection/data-protection-policy. 

Apply Here