Assessment Administrator

As an Assessment Administrator, you will be part of our Customer Services team, and you will provide expert support to candidates and clients (B2B) throughout their assessment journey. Assessments administered by the team include Experience Assessment, Upgrading, Academic and Apprentice Assessments and as such the team deal with senior practitioners who require excellent candidate support as they work through their assessment journey with the CIPD. This team plays a vital role in achieving CIPD's strategic objectives such as: new members, membership retention, membership progression. The team works in a highly visible environment where the quality of each customer interaction has an impact on our brand and customer satisfaction. As such you will have a constant focus on quality of service delivery in your team and on engaging with your customers regarding their experience. You will also operate in a highly regulated environment and will be responsible for ensuring you're compliant with relevant internal and external regulations e.g. PCI and GDPR. What you'll be doing

• Providing exceptional customer service and support to all customers applying for and going through CIPD assessment.
• Ensuring all candidates data is accurately updated and managed on our internal databases and that our data quality standards are upheld.
• Working collaboratively with your immediate team and your internal stakeholders to develop strong relationships, identifying and offering support when needed and increasing awareness of customer insight, SLA's, volume and customer trends.
• Providing a tailored service to candidates and their employers who are purchasing Group Experience Assessment, offering exceptional customer service and a pro-active approach.
• Understanding CIPD financial procedures, monitoring existing debt and being aware of cost implications for the candidate and/or CIPD when amendments are made.
• Getting involved in departmental and business wide projects, supporting in development and testing of new processes, systems and technology in order to provide feedback from a customer perspective., CIPD: valuing everyone as an individual! The CIPD define diversity as the differences in colour, ethnicity, abilities, age, gender, beliefs, interests, socioeconomic status(class), marital or partnership status, sexual orientation, geographic, academic/professional backgrounds, opinions, backgrounds, thinking, experiences, and many other personal characteristics. There is a growing body of research that shows that diverse workforce can be beneficial for decision making, innovation and problem solving as people bring a diverse range of skills and lived experiences with them. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met.
We are committed to employment practices that promote diversity and inclusion and equality of outcomes in employment through recognising of how differences of age, disability, gender, sex, marriage and civil partnership status, pregnancy and maternity status, ethnicity, colour, religion, or belief and other protected (by equalities law) and personal characteristics can advantage or disadvantage a person. Please note, we reserve the right to close or extend this position depending on application numbers. Therefore, we would urge you to submit an application as soon as possible.


• Evidence of sound customer service skills and experience - a genuine passion for speaking to customers and answering their enquiries.
• Clear and concise communications skills - ability to deal confidently with people at all levels.
• Excellent telephone call handling skills including questioning, probing, listening, establishing rapport, matching and closing.
• Collaborative approach with an ability to develop positive working relationships with team members and colleagues.
• Ability to analyse and solve problems by determining and recommending appropriate courses of action.
• High attention to detail and accuracy.
• Financially astute, with an experience of invoicing and crediting processes.
• Good administrative skills and experience using customer database systems (CRM).
  
  We've been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We're the professional body for HR, L&D, OD and all people professionals - experts in people, work and change. With over 160,000 members globally - and a growing community using our research, insights and learning - we give trusted advice and offer independent thought leadership. And we are a leading voice in the call for good work that creates value for everyone.
There has never been a more interesting or important time to join us. We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days' holiday with an option to buy and sell days, £125 personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.