Location: Hybrid (1 day per week in our Manchester office)
Department: Operations
Reports to: Operations Director
Salary: Competitive and negotiable dependent on experience
Actuate Global is a leading provider of Learning & Development solutions, empowering organisations and individuals to reach their full potential. We are seeking a proactive and customer-focused Customer Service Representative to join our growing Operations team and play a key role in delivering an exceptional client experience.
About the Role
As a Customer Service Representative, you will act as the primary advocate for our clients, ensuring every interaction is handled with professionalism and care. You will take ownership of customer queries and tickets across multiple channels, resolving issues efficiently while maintaining high service standards and meeting SLAs. You’ll play a critical role in enhancing the overall customer journey—anticipating needs, improving internal processes, and ensuring clients have the resources and support required to succeed. This is an exciting opportunity for someone who thrives in a fast‑paced environment and is passionate about delivering outstanding customer experiences.
What You’ll Do
Customer Service & Support
- Provide high‑quality customer support via email, phone, and chat.
- Take ownership of customer tickets, ensuring timely and effective resolution.
- Conduct client welcome calls and qualification support calls.
- Maintain excellent service levels, resolving concerns quickly and professionally.
Customer Experience & Process Improvement
- Analyse ticket data and customer feedback to improve workflows and communication processes.
- Proactively support clients throughout their lifecycle to maximise engagement and success.
- Identify trends and implement improvements to enhance the learner experience.
- Deliver team updates and training sessions where required.
Administration & Systems Management
- Manage LMS administration including enrolments, removals, and moderation.
- Act as an LMS champion, optimising functionality and supporting internal users.
- Own programme communications, including pre‑ and post‑session emails.
- Produce reports and analyse customer service KPIs.
Complaints Handling
- Manage and resolve first‑line complaints in line with company procedures.
- Oversee escalation processes, ensuring fair and efficient resolution.
Operational Support
- Support internal teams with operational queries and administrative tasks.
- Collaborate across departments to ensure a seamless client experience.
What We’re Looking For
- Minimum 2 years’ experience in customer service and administration.
- Strong knowledge of customer service best practices and complaint resolution.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple tasks and prioritise effectively.
- Experience with CRM systems (e.g. HubSpot, Salesforce).
- Strong data analysis and reporting capabilities.
- Experience interacting with senior stakeholders is advantageous.
- Experience within Learning & Development or LMS platforms is a plus.
Who You Are
- Customer‑focused with a passion for delivering exceptional service.
- Highly organised, proactive, and solutions‑oriented.
- Calm and professional when handling escalations.
- Detail‑oriented and results‑driven.
- Collaborative team player with a positive attitude.
- Adaptable and able to perform under pressure.
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