As a Support Officer within SAAS Operations, you will be part of our Contact Centre Team. Our mission is to deliver efficient and effective financial support services, ensuring students receive the assistance they need.
In this diverse and challenging role, you will handle a variety of activities, including direct student support via our Telephony and Webchat service. You will also support wider SAAS Operations by assessing and managing student applications for financial support. Our main objective is to deliver high-quality customer service while managing priorities and meeting seasonal demands in a fast‑paced environment.
Responsibilities
- Respond to queries from internal and external stakeholders including students, college/university staff regarding student funding in higher education via telephone, webchat or email.
- Assess funding applications to establish students’ eligibility and entitlement to financial support in accordance with our regulations and instructions.
- Respond to change in priorities and be flexible to take on additional ad‑hoc duties as required.
- Deliver against service levels and provide excellent customer service.
Success Profiles – Technical / Professional Skills
- Connections and communication: Communicates and builds relationships across teams to deliver excellent service, quality and performance. Works with others in collaboration to share information constructively. Encourages feedback and creates a secure and safe environment where good communication and relationships can thrive.
- Adaptability to change: Seeks ways to continuously improve. Identifies skills gaps and makes plans to develop these. Looks for solutions to problems and where necessary refers to others with a focus on bringing about change and improvement. Listens to and acts on feedback from colleagues to understand development areas for preparedness to change. Shares knowledge and skills with others to support learning and readiness for change. Takes into consideration ideas to deliver improved outcomes for stakeholders and/or service delivery.
- Delivery and decision making at pace: Makes timely decisions, seeking the views of others where necessary and is confident to make recommendations considering the implications. Works at pace, responding flexibly to emerging priorities and manages their own workload effectively.
Experience
Experience in customer service or support, with the ability to understand complex information and explain it clearly, and the ability to remain calm and professional in difficult situations.
Behaviours
- Managing a quality service – Level 2.
- Working together – Level 2.
Working Pattern
Our standard hours are 35 hours per week Monday to Friday. We offer a range of flexible and hybrid working options depending on the needs of the role.
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
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