Customer Co-ordinator - Fixed Term

Customer Co-ordinator – 12 Month Fixed Term

About NOCN Group NOCN Group is an international charity delivering future-fit skills solutions with social impact for colleges, training providers, employers, and individuals.

Overview of the Role We are seeking a motivated and professional Customer Co-ordinator (Fixed Term – 12 months) to join our CPCS Customer Services team, reporting to the Customer Services and Operations Team Leader. This role will ensure high-quality service delivery aligned with NOCN’s strategic objectives, driving excellence in customer outcomes.

Key Responsibilities

• Deliver a professional customer experience, taking ownership of enquiries and exceeding customer expectations.
• Provide front-line support across all NOCN business functions.
• Handle enquiries from cardholders, employers, and third parties relating to:
  • Scheme regulations
  • Qualifications
  • Application processes
  • Financial transactions (e.g. payments)
• Offer advice and guidance on products, eligibility criteria, and procedures.
• Build collaborative relationships with internal teams (Product, Quality Assurance, and frontline colleagues).
• Process financial and administrative functions, including:
  • Validating application forms
  • Inputting accurate data
  • Troubleshooting digital systems and customer portals
• Prioritise high-volume enquiries across calls, emails, and system tasks efficiently.
• Resolve first-contact enquiries where possible, adhering to service level agreements and quality standards.
• Contribute to continuous improvement by identifying process enhancements.
• Stay abreast of NOCN services, products, and regulatory changes.
• Attend team meetings and champion operational excellence.
• Escalate and resolve customer complaints effectively.
• Review remote proctoring assessments flagged for potential malpractice within set deadlines.
• Represent the Customer Service team in internal/external projects as required.