Introduction
IOB is one of the largest professional membership organisations in Ireland. It is a community of over 33,000 members who work in banking across the island of Ireland and in both local and international financial services. A Recognised College of University College Dublin (UCD), the professional development of members is at the heart of IOB’s activities. IOB offers more than 45 education programmes ranging from Professional Certificates to Masters Degrees and almost 7,000 members studied with us last year. Lifelong learning is crucial to sustaining a successful professional career and IOB has the largest continuing professional development (CPD) community in Ireland with more than 25,000 members. IOB is a not-for-profit organisation.
Position Title: Learner Relationship Advisor
Department: Learner Relationship Services Team
Employment: 12 Month Fixed Term Contract
Place of work: 47/49 Pearse Street, Dublin 2, D02 YN40 (Hybrid working in office and from home)
Benefits: Travel Pass, Company Leave Days, EAP Programme, Education Support, Laptop and Home Office Equipment
Position Summary
The Learner Relationship Advisor (LRA) will work in the Learner Relationship department as part of a team of LRAs in a busy customer-oriented environment for members and students. The successful candidate will deliver a professional, friendly and customer-focused service to internal and external customers of IOB, providing customer support via our channels (phone, chat, email) with an emphasis on ownership, assisting with the administration of key processes and identifying and developing continuous improvement initiatives.
Principal Duties
* Manage learner and member queries by phone, chat, and email/Salesforce ensuring that the correct information is communicated at all times and in a timely manner.
* Liaise and co-ordinate with internal departments in the proactive resolution of specific learner issues and queries.
* Identify common issues/trends and proactively work within and across departments to find and implement solutions.
* Contribute to the development and continuous improvement of the customer experience.
* Assist with the administration of student, designate and member processes.
* Keep up to date with new programmes and designations and general policies and procedures.
* Contribute to system design specifications and perform user testing.
* Ensure database integrity (EMS/Salesforce etc.), including periodic reviews of completeness and accuracy of learner information.
* Provide general administrative and clerical support.
* Assist with process analysis and transformation.
* Participate in ad hoc projects and initiatives.
Competencies
* Solution-oriented - proven experience in problem-solving in a challenging environment.
* Customer and stakeholder focused.
* Focus on achieving excellence and ownership of the customer experience, including comprehensive issue resolution.
* Excellent organisational skills.
* Excellent communication skills.
* Ability to prioritise and meet deadlines.
* Ability to work under own initiative and with a team where expertise is shared and feedback is encouraged.
Technical Skills
* Demonstrated skills in data entry and data processing with great attention to detail.
* Proficient IT skills to include Microsoft Word, Excel, Outlook and SharePoint.
* Previous experience in the CRM system Salesforce is desirable.
* Experience in channels using chatbots is desirable.
Qualifications and Experience:
* Third level qualification in a relevant discipline is desirable.
* Two years’ experience in an office-based customer service environment.
* Experience in third level student support is desirable.
Additional Information
* Flexibility with regards to working additional hours during busy periods.
* Ability to handle sensitive information in a confidential manner.
Application Procedure
Under GDPR regulations, you are required to be aware of IOB’s Data Protection Notice for Applicants.
Applicants should submit a Curriculum Vitae along with a cover letter outlining how they meet the qualifications and experience set out in the particulars of the post. Applications to be emailed to.
Applicants from outside the EEA, Switzerland or UK must have a valid working permit for Ireland for at least the one year contract. Please note this is an onsite hybrid working role.
IOB is an Equal Opportunities employer.
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