Customer Service Assessment Coordinator – Hybrid

Location: Birmingham, B24 9FD, hybrid, home working encouraged
Salary: £23,000 - £28,000
Contract: FTC – 12 months
Benefits: Hybrid Working, Performance-Related Bonus, Pension, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources.

You are an experienced Customer Service Adviser / Administrator with advanced Excel skills.

In this autonomous, 12-month fixed term contract, you will be given the opportunity to make good use of your Vlook up, Pivot skills, along with making excellent use of your fantastic organisation and prioritisation skills!

You will be working in our busy assessments team, so experience of working in the education/qualification sector in a similar role, would be highly beneficial.

ICA is the leading professional body for the global regulatory and financial crime compliance community.

Since 2001, ICA has enhanced the knowledge, skills and behaviour of over 150,000 professionals all over the world either through their internationally-recognised portfolio of professional qualifications and training.

If you are looking for company that values curiosity, variety and flexibility, then ICA is for you.

As an ICA Assessment Coordinator, you will coordinate the administration of a portfolio of ICA and CLTi qualifications along with supporting the wider work of the team and the other products and services that we offer.

You will produce assessment materials (assignment and examination papers), allocate marking for qualifications and release results to candidates so attention to detail is essential.

You will also assist in the production of candidate references, processing supplier purchase orders and the issuing of candidate certificates.

As you would expect, we are highly regulated so you will need to be conscientious and have experience of effectively recording data on a CRM (we use Salesforce). 

In essence this is a customer service role.  The main functions will include:

• Preparing assessment materials for use by candidates
• Monitoring marking activities by examiners
• Entering and checking results data
• Preparing results for release to candidates
• Producing certificates for candidates.
• Producing references and academic transcripts
• Processing invoices from markers and examiners
• Responding to communications (phone and email) from candidates

In order to be successful in this role it is essential that you have:

• Previous customer service and administration experience
• Advanced Excel skills (V-Look Up, Pivot Table, Formulas)
• Ability to work under time pressure and meet deadlines.
• Meticulous attention to detail
• Strong communication skills, both written and verbal
• A methodical, best practise approach to project management and servicing customer requirements
• Excellent organisation and timekeeping skills

It would be great if you had:

• Experience of working with internal databases/CRM systems
• Experience building relationships with both internal and external stakeholders
• Experience of working in education/training or with qualification assessment.

Before you go... Find what you’re looking for!

Our people sought out empowerment and opportunity. And they found both here. You’ll find what you’re looking for too.

Our values help us achieve our goals – whether they’re personal, professional or those of our client. We believe in inclusivity and collaboration; we stay curious and ambitious and champion innovation. Here, colleagues are trusted partners who act with integrity.

We are brave and passionate. Courageous and creative. We are Wilmington PLC. Are you?