Customer Service Representative - Training and Digital Product Support

Customer Service Representative - Training and Digital Product Support

Get AI-powered advice on this job and more exclusive features.

Institution of Civil Engineers (ICE) provided pay range

This range is provided by Institution of Civil Engineers (ICE). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Institution of Civil Engineers (ICE)

Customer Services Representative – Training and Digital Product Support

Location: London, Westminster

Salary: £35,000 per annum

Work Type: Hybrid

The Institution of Civil Engineers (ICE) is a global membership organisation with over 100,000 members and more than two centuries of history. As a centre of engineering excellence, we qualify civil engineers, support lifelong professional development, and assure society that the infrastructure shaping our world is safe, sustainable, and well-designed.

Our community of experts also provides trusted, impartial advice to policymakers on how to build and adapt infrastructure for a better future.

The Role

We are seeking a proactive and Customer Service Representative who enjoys helping people; a natural problem solver who is tech-savvy and can manage varied tasks with accuracy and attention to detail. You will play a key role in arranging customer training and be the first point of contact for customers using our digital services.

Responsibilities:

• Support clients worldwide with their training and development needs.
• Co-ordinating and scheduling training courses and e-learning, delegate registrations, preparing and issuing instructions and materials, venue booking and all aspects of cancellations.
• Tutor liaison including engaging services, booking travel and accommodation.
• Administration of LMS eLearning system.
• Scheduling, monitoring and administration of all aspects of accreditation programmes.
• Prepare and issue quotations and contracts.
• Process orders, manage billing, verify payment and deal with related queries.
• Issue purchase orders, process related invoices, co-ordinate with Finance for payment.
• Support budgeting and reporting.
• Provide first-line support for digital services via phone, email and digital channels.
• Manage stock and re-prints for physical products.
• Respond to and resolve customer queries promptly, escalating complex cases as needed.
• Maintain accurate records of customer information and interactions in our CRM and other systems, complying with data protection regulations.
• Collaborate with and support colleagues from across the business.
• Help develop support documentation, FAQs and training materials.
• Collect and share customer feedback to improve products and user experience.
• Undertake additional responsibilities as required.

Skills & Experience:

• Experience in customer service and support.
• Proactive and empathetic approach.
• Strong written and verbal communication skills.
• Attention to detail with a focus on accurate data entry.
• Excellent collaboration, organisation and time-management skills.
• Ability to explain technical concepts clearly.
• Confident with digital tools and platforms, such as CRM systems.
• Proficient in Microsoft Office.
• Experience of working in a training/events administration role.
• Familiarity with digital product support or SaaS environments.
• Knowledge of Salesforce and Service Cloud.
• Basic understanding of budgeting and reporting

ICE Group benefits include:

• 25 days annual leave plus Bank Holidays
• Shutdown over Christmas period
• Annual £100 allowance towards your well-being
• Discounted hot food from on-site Café bar
• Up to eight percent of salary contributed to a personal pension scheme
• 24-hour employee support line
• Death in service benefit equivalent to one year’s salary
• Interest free season ticket loan
• Cycle to work scheme
• Big Gym membership savings with the Gymflex scheme

ICE Group is an equal opportunities employer and welcomes applications from all sections of the community.

General Data Protection Regulations (GDPR) 2018

The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. The ICE Group’s Data Protection Officer is Shah Ali, who can be contacted at shah.ali@ice.org.uk. Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE is handling their data.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Technical and Vocational Training and E-Learning Providers

Referrals increase your chances of interviewing at Institution of Civil Engineers (ICE) by 2x

Get notified about new Customer Service Representative jobs in London Area, United Kingdom.

Guest Relations Executive - Guest Relations - Jumeirah Carlton Tower

Guest Relations Executive - Guest Relations - Jumeirah Carlton Tower

London, England, United Kingdom 1 week ago

Margate, England, United Kingdom 2 months ago

Leeds, England, United Kingdom 2 months ago

Whitstable, England, United Kingdom 2 months ago

Canterbury, England, United Kingdom 2 months ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

Maidstone, England, United Kingdom 2 weeks ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom £25,000.00-£26,000.00 1 month ago

Telephone Customer Service - Mercedes-Benz of Dartford

Dartford, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 day ago

City Of London, England, United Kingdom £24,000.00-£25,000.00 3 weeks ago

Feltham, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

Bromley, England, United Kingdom 4 days ago

London, England, United Kingdom 1 week ago

Sidcup, England, United Kingdom 4 days ago

Maidstone, England, United Kingdom 4 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.