Customer Support Executive

Customer Engagement

• Represent Gem-A as the professional front line, proactively managing and resolving initial enquiries from prospective and existing customers including students, members, and non-members. You will provide an expert first-response service across all communication channels, including email, phone, Moodle, and face-to-face interactions
• Use a consultative approach to guide prospective sign-ups through our educational products, qualifications, and courses, ensuring they find the right path for their needs
• Process and handle data, ensuring all details are entered with 100% accuracy and are managed securely
• Process Education applications with high attention to detail, performing essential checks (ID, English language proficiency, visa support documentation and payment)
• Handle all sensitive application documents (e.g. passports, IDs) in strict accordance with UK GDPR and internal data security policies, ensuring they are stored and purged correctly
• Proactively send out course dates, materials, onboarding and in-course information to ensure a smooth journey for all students
• Cover Reception and Gemmological Instruments shop when required

Financial Administration & Credit Control

• Issue and process customer invoices and receipts completely and accurately ensuring all charges are consistent and adhere to underlying tariffs with exceptions appropriately escalated and documented on oomi CRM
• Ensure that errors and adjustments are approved and fully documented on oomi CRM
• Record payments and manage student instalment plans as per agreed schedules and ensure that they are updated in real-time to maintain the integrity of our financial reporting
• Follow up with students regarding outstanding fees, maintaining a professional record of all correspondence within the CRM, and escalating complex cases to the Customer Support Manager when necessary to ensure we maximise revenue collected.

Operational & Systems Support

• Create student cohorts, register Moodle logins, and add on-site, ODL and ATC students to the oomi CRM, ensuring all necessary fields are completed to support reporting
• Set up courses, lab classes, and revision workshops on our systems. Maintain accurate digital records
• Participate in regular data cleansing exercises and audits as directed by the CRM & Data Officer to ensure the database remains “clean” and reliable
• Provide first-line support for members and student members experiencing technical queries, logging issues accurately to help identify recurring system bugs
• Order course materials (notes, stones, etc.) via the appropriate ordering process
• Support the Customer Support Manager in ensuring students are supported throughout their studies and their Student Member journey, from onboarding to encouragement to transfer to FGA/DGA.
• Support the Customer Support Manager in ensuring members are supported throughout their Member journey, from onboarding to encouragement to renew.

Onsite Experience & Exams

• Cover Reception, greeting students and visitors. Issue access cards, create and maintain accurate, real-time sign-in sheets for all onsite students to ensure health, safety, and data compliance
• Occasionally process orders and assist customers in the onsite Gemmological Instruments shop.
• Provide essential support for exam periods, including packing materials, producing mark sheets, and the issuing of certificates.
• Create class registers, sign-in sheets, and issue access cards for students attending onsite lab classes.

Proactive Process Improvement

• Actively recognise recurring issues or bottlenecks in the customer journey and bring suggestions for “fixes” to the Manager.
• Create and maintain documents and templates (e.g. Word, Excel etc.) to improve team efficiency.
• Provide regular feedback on customer sentiment and campaign responses to help the team evolve its services.