1. In conjunction with colleagues in the Customer Success team, they deliver a responsive point of contact service, providing information, advice and guidance and delivering an excellent and high-quality customer service experience.

1. Ensure that all email queries and helpline calls are dealt with in a professional and efficient manner and in line with specified customer service standards, ensuring all customer information is recorded accurately on the Customer Relationships Management (CRM) system to enable reporting on participant queries.

1. Identify when issues require escalation to the wider team and ensure the customer is aware of how their query will be dealt with.

1. Ensure customer service materials, resources and information sources used are up to date and relevant to customer needs and support in identifying and making improvements to processes and ways of working to improve the customer service experience.

1. Support for pipeline reporting (using our CRM Dynamics).

1. Support with our automated email system, ensuring communications are clear and timely.

1. Complete administrative tasks when required.

1. Undertake any other duties and support to the team as directed by the Customer Success Manager.

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