Customer Support Associate - FTC

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

We are seeking a detail-oriented and proactive Customer Support Associate to join our Certification Operations team. The Certification Operations team are responsible for overseeing Multiverse’s external assessment and certification processes, ensuring that apprentices receive the credentials needed to validate the skills and knowledge they have gained throughout their apprenticeship.

This role is crucial in ensuring the smooth operation of our certification processes by managing communications with learners and a wide range of key stakeholders, collaborating with external partners, and executing important operational tasks.

The ideal candidate will be adept at managing multiple priorities and maintaining high standards of customer service. Success in the role includes resolving a high volume of queries promptly within specified timelines, providing clear and effective written responses that gain positive feedback, and executing processes with a high degree of accuracy.

This opportunity is a 12-month fixed-term contract, with the possibility of extension based on performance and business requirements.

What You'll Do

• Be the key contact point for all queries and issues relating to assessment and certification processes, working in a busy inbox to respond to and resolve a wide range of incoming tickets from learners, internal teams and external partners

• Deal with queries in a timely and effectively way in line with internal policies and procedures, investigating and resolving the issue directly or escalating more complex questions to relevant internal teams and holding them to account for resolution

• Become an expert in assessment and certification processes, consult internal knowledge resources to  inform responses, and keep these materials up to date and continuously improve them to ensure they are comprehensive and accurate

• Cultivate and maintain strong relationships with external assessment partner organisations, collaborating effectively to ensure policies and procedures are followed and that there is a strong focus on delivering a seamless experience for learners

• Identify and recommend improvements to communications, processes and ways of working, helping the team to become more productive and provide better support to learners and other stakeholders

• Execute operational tasks as required, working effectively with internal teams including Delivery, Compliance and Learner Enablement to achieve the team’s objectives, and assisting the Operations Support Manager with ad hoc reports, special projects and strategic initiatives

About You

• Strong written communication

• Excellent prioritisation and time-management

• Problem-solving attitude with an eye for detail

• Strong team player

• Previous experience working in a customer support role

• Previous experience of working with a shared ticketing system

How We Hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.