Multiverse is hiring a
Customer Support Associate

Summary

Join Multiverse as a Customer Support Associate to oversee the external assessment and certification processes for apprenticeship programs. The role involves managing communications with learners and stakeholders, collaborating with external partners, executing operational tasks, and improving processes.

Requirements

• Strong written communication skills
• Excellent prioritization and time-management skills
• 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

Responsibilities

• Be the key contact point for all queries and issues relating to assessment and certification processes
• Deal with queries in a timely and effective way, investigating and resolving the issue directly or escalating more complex questions to relevant internal teams
• 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
• Cultivate and maintain strong relationships with external assessment partner organisations, collaborating effectively to ensure policies and procedures are followed
• 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 and assisting the Operations Support Manager with ad hoc reports, special projects and strategic initiatives

Benefits

• 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
• 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
• Weekly socials, company wide events and office snacks!