Join our dynamic Extension School as a Support Team Coordinator! Are you passionate about customer services and do you want to be part of our journey to achieve excellent customer support? Read on!
Job descriptionAt the TU Delft Extension School, we develop and deliver (online) continuing education to equip people to solve today's global challenges. A key feature of our organization is the support we deliver to both our (potential) learners and the internal stakeholders. The Extension School has currently two support teams. Both teams provide support on topics that include, but are not limited to, enrolment, payment, certification, and technical issues. The teams consist of teaching assistants and permanent employees.
To ensure the best experience for our (potential) learners and internal stakeholders we are developing a new support team by merging the two current teams. We implement a continuous service improvement process through which we continuously analyse and improve the support we provide. We further enhance the use of our systems and welcome various chatbots and new systems to improve both customer experience and the efficiency and quality delivered by the team.
As coordinator of this new team you will take your team's employees through the challenges ahead, since it will take some time to reach the happy flow (most optimal state) with this new support team. Together with the project leader you play a significant role in shaping the new team. We are aiming to launch the new team in February '25. After the launch of the new team, you will focus on your role as coordinator of this new team. As coordinator of the team you will support your team members in realising the necessary organisational and process changes, aligned with other processes at the Extension school. You have a hands-on approach and are willing to assist the first line of support during peak periods.
RequirementsTask and responsibilities:
- You contribute to setting up the new team;
- You are responsible for maintaining quality of the services provided by the support team;
- You are responsible for the day-to-day leading of the team and ensuring continuous service improvement;
- Facilitating and preparing internal meetings;
- Analysing data in FAQtory (our ticketing system) and using data to improve our service;
- Reporting to Management Team;
- You make sure that the daily business runs smoothly;
- You identify bottlenecks in processes and/or systems and discuss them with the relevant stakeholder;
- You are the linking pin with other teams within the Extension School and TUDelft;
- You are responsible for (the continuous improvement of) knowledge management;
- Updating knowledge items and create new knowledge items;
- Update the FAQ of the chatbot and analyse the answers of the chatbot;
- You are responsible for the deployment of five teaching assistants;
- You are the first point of contact for projects which concern the team.
Job requirements:
- Affinity with professional education;
- Knowledge of customer service principles and practices;
- At least two years of experience in a customer service role;
- Affinity with ICT systems and technical support;
- Customer-oriented mindset;
- Experience with and knowledge of optimizing and automizing customer support;
- Organizational and planning skills;
- Process management skills;
- Ability to motivate and instruct the team and individual team members;
- Ability to work independently and as part of a team;
- Excellent communication and problem-solving skills;
- Experience with knowledge management;
- Excellent oral and written communication skills in English and preferably in Dutch (or willingness to learn Dutch).
TU Delft (Delft University of Technology)
Delft University of Technology is built on strong foundations. As creators of the world-famous Dutch waterworks and pioneers in biotech, TU Delft is a top international university combining science, engineering and design. It delivers world class results in education, research and innovation to address challenges in the areas of energy, climate, mobility, health and digital society. For generations, our engineers have proven to be entrepreneurial problem-solvers, both in business and in a social context.
At TU Delft we embrace diversity as one of our core values and we actively engage to be a university where you feel at home and can flourish. We value different perspectives and qualities. We believe this makes our work more innovative, the TU Delft community more vibrant and the world more just. Together, we imagine, invent and create solutions using technology to have a positive impact on a global scale. That is why we invite you to apply. Your application will receive fair consideration.
Challenge. Change. Impact!
University Corporate Office'To educate the world and enhance the quality of campus and online education' is the mission of the TU Delft Extension School for Continuing Education. A mission that has guided all activities of our innovation-oriented organisation since its foundation in 2014.
We focus on online continuing education. Together with the TU Delft faculties and external partners, we create and deliver courses and short programs that help learners at various stages of their professional life. We help them stay on top of their game, whether they are looking to change career, broaden their skillset, or acquire further academic qualifications. Think of international graduates who want to develop further through online education, and of people who have been in the labour market for a while and want to brush up on their skills and take the next step. Upon completion, our learners receive an official certificate for the educational module(s) they have taken.
The Extension School is part of the University Corporate Office and reports directly to the Executive Board. Our international team of about forty skilled, passionate colleagues comprises over ten different nationalities - Our culture is inclusive and very diverse!
Conditions of employment- Duration of contract is 1 year, temporary with prospect of extension.
- A job of 19-32 hours per week.
- An excellent pension scheme via the ABP.
- The possibility to compile an individual employment package every year.
- Discount with health insurers on supplemental packages.
- Flexible working week.
- Every year, 232 leave hours (at 38 hours). You can also sell or buy additional leave hours via the individual choice budget.
- Plenty of opportunities for education, training and courses.
- Partially paid parental leave.
- Attention for working healthy and energetically with the vitality program.
- CV
- Motivational letter
- You can apply online. We will not process applications sent by email and/or post.
- A knowledge security check and/or pre-employment screening can be part of the selection procedure.
- Please do not contact us for unsolicited services.
Het salaris bedraagt €3345 - €5278