Location
Peterborough Hybrid (role based in Peterborough 2‑3 days per week). Induction and training will require onsite presence for the first month, after which hybrid working is at the discretion of the line manager and based on business requirement.
Hours of Work
Full‑time (35 hours per week) during CITB’s normal operating hours of 08:00 to 18:00, unless otherwise agreed.
Contract
12‑month fixed‑term contract.
Grade
TM.
Role Overview
As a Customer Operations Adviser, you will be the first point of contact for CITB customers, delivering friendly, efficient, and solutions‑focused support across a range of services. You’ll play a vital role in creating positive customer experiences—taking ownership of enquiries, resolving issues with confidence, and ensuring every interaction leaves a lasting impression.
Responsibilities
- Respond to customer enquiries via phone, email, and live chat, providing a seamless and supportive experience that goes above and beyond expectations.
- Process customer requests accurately and efficiently using CITB systems, following clear procedures while working at pace to meet service standards and deliver results customers can rely on.
- Ensure every interaction meets quality standards and complies with relevant regulations, including GDPR, keeping accurate records in the CRM.
- Work collaboratively with your team, sharing knowledge, supporting colleagues, and contributing ideas to continuously improve the service we provide.
- Be flexible and ready to support additional tasks as required, recognising that no two days are the same in a dynamic contact centre environment.
Qualifications
- Experience in a customer service or contact centre environment.
- Strong communication and interpersonal skills.
- Ability to work effectively in a fast‑paced, multi‑channel environment.
- Working knowledge of Microsoft Office applications.
- High attention to detail and accuracy.
- Commitment to delivering inclusive and respectful customer service.
- Good organisational and multi‑tasking skills.
- Working knowledge and experience of CRM systems.
- Experience within a regulated environment.
- Recognised customer service qualification.
Special Conditions / Other Requirements
Comply with CITB working arrangements policy.
Benefits
- 25 days holiday + bank holidays + 3 days Christmas shutdown.
- Generous pension scheme (up to 9% employer contribution).
- 24/7 GP services.
- Professional development and funded training qualifications.
- Employee Assistance Programme.
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