Service and Engagement Associate – French Language

Job title:

Service and Engagement Associate – French Language

Company

International Baccalaureate

Job description

Job Description:Service and Engagement Associate – French LanguageSalary Circa £26,500 (Depending on Experience)Full-Time, Fixed-Term (12 Month Contract)IB (International Baccalaureate®) Global Centre, CardiffHybrid working opportunityAbout the IBIf you’re looking to work for a global organisation with a meaningful mission, and with colleagues all over the world, then the International Baccalaureate® (IB) may have the ideal opportunity for you! The International Baccalaureate provides world-class educational services to over 5,500 schools across 159 countries. A career at IB is not just a job; it’s an opportunity to work with an innovative world leader in education services and contribute to our 50-year mission of creating a better and more peaceful world. Apply now to join our global organisation where we empower our employees to thrive and make a difference.About the JobThe role of the Service & Engagement Associate is to provide a professional service to members of the English and French speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre-empts customer needs by providing accurate, relevant and consistent information in a timely manner.This is a Hybrid working opportunity with 1 day required onsite in our Cardiff Gate office. Please note that this team work to the following shift patterns:

• 08:00-16:00 and 10:00-18:00 on a 2 week rotation.
• Some work during public holiday and weekends required.
• Onsite presence required: one day per week.

Key Responsibilities

• Customer Support: providing an information service on the broad range of the IB’s products, services and systems within a clear, timely and accurate manner. Receiving complaints and whistleblowing disclosures via telephone.
• Relationship Management: building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
• Projects: participating in the planning or execution of internal projects.
• Teamwork: Working cross-divisionally to produce customer support content and resolve issues.

About You

• Fluency in written and spoken French and English is essential.
• Extremely comfortable answering a range of queries via the telephone in both spoken English and French.
• Confidence to quickly acquire knowledge of a broad range of the IB’s products, services and systems (please note you will be provided with full Service & Engagement new hire training).
• Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication.
• Excellent communication skills with the ability to engage customers and colleagues.
• Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support.
• Ability to multi-task, prioritise, and manage time effectively.
• Able to plan and deliver training.
• Familiar with CRM systems and practices.

In addition to your salary, we offer an attractive range of benefits including:

• 10% employer pension contribution (for 3% employee contribution).
• Enhanced family friendly benefits.
• 25 Days annual leave, plus public holidays, with the option to buy up to 5 days additional annual leave.
• Life assurance 4x annual salary.
• Paid volunteering leave.
• Excellent continuous professional development.
• Additional 1.5% of salary as a flexible benefits allowance.
• Health and wellness schemes.
• Cycle to Work scheme.
• Discounts on a range of products, including days out.
• Cash back opportunities available from a wide range of retailers.
• Employee Assistance Programme.
• Free on-site car parking.

Please note, the International Baccalaureate will be relocating to Dumballs Road, Cardiff, CF10 5BF in August 2025, and is a 5-minute walk from Cardiff Central Station.Applications will be accepted until 11:59pm, 17 January 2025We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer and we welcome applications from all suitably qualified applicants.

Expected salary

Location

Cardiff

Job date

Sun, 05 Jan 2025 03:25:49 GMT

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