Role Description

We are looking for a highly organised and proactive Customer Services & Administration Coordinator to support customers, learners, and internal teams across a range of operational and administrative activities. This is a varied, fully remote role that combines customer service, administration, enrolment administration, and operational coordination. You will be a key point of contact for prospective and existing customers, providing professional support and guidance while ensuring enquiries, purchases, bookings, and learner records are managed accurately and efficiently.

The successful candidate will be equally comfortable communicating with customers as they are working with systems, processes, and detailed administrative tasks. They will have excellent organisational skills, strong attention to detail, and the ability to manage multiple priorities within a fast-paced remote working environment.

We are looking for someone who takes ownership, enjoys problem-solving, and can work independently while maintaining high standards of quality and customer experience. You will play an important role in ensuring our customers and learners receive a professional, responsive, and positive experience at every stage of their journey with Health Academy.

Key Responsibilities

• Customer Enquiries & Support: Respond to customer and learner enquiries via email, telephone and other communication channels. Provide accurate information, resolve routine queries and escalate more complex issues where appropriate.
• Product & Purchase Administration: Process product purchases made via the website, ensuring all transactions are processed correctly.
• Operations: Coordinate the onboarding and administration of learners for business clients, including sending key communications to both the organisation and their learners.
• Issue Resolution: Proactively rectify any issues regarding client purchases, course bookings, or account access, liaising with technical teams where necessary.
• Feedback Management: Liaise with the resourcing team to manage and process feedback forms received from instructors and facilitators.
• Cross-Departmental Support: Demonstrate flexibility by assisting with various administrative tasks in different parts of the company as the business requires.
• Data Accuracy: Maintain accurate learner and customer records within the CRM system, ensuring all interactions, enquiries and resolutions are documented to a high standard.

Qualifications

• Previous experience in a customer service, customer administration, coordination or operational support role is essential, ideally within a remote or hybrid working environment.
• Experience in an education, training, or healthcare-related environment is advantageous.
• Strong written English skills with high attention to detail in spelling, grammar, and tone.
• Proven ability to work autonomously while remaining a dedicated team player.

Requirements

• Communication: Strong written and verbal communication skills with a professional and friendly tone.
• Telephone Manner: Confidence in handling telephone enquiries with empathy and patience.
• Organisational Ability: Excellent time management skills and the ability to manage multiple priorities.
• Problem-Solving: A proactive, solution-focused approach to resolving client issues and purchase discrepancies.
• Technical Literacy: Competent with digital communication tools, with experience or ability to learn CRM systems (such as HubSpot), and Microsoft Office or Google Workspace.
• Attention to Detail: Demonstrates a high level of accuracy when managing customer records, communications, bookings and administrative processes.
• Adaptability: A willing attitude to support different business functions and learn new administrative processes.

Benefits

• Be part of a growing organisation that makes a genuine impact in healthcare education.
• Work in a supportive, collaborative, and flexible remote environment.
• Opportunities for professional development and growth within the company.
• Competitive salary - Health Academy is a living wage employer.
• Opportunities for progression.
• Health Cash plan and access to a range of staff benefits.