Customer Support Associate, Multiverse
Fixed Term Contract
More information about location
1-5 days a week in office
Providing equitable access to economic opportunity for everyone.
Be an early applicant
Providing equitable access to economic opportunity for everyone.
501-1000 employees
Be an early applicant
More information about location
1-5 days a week in office
501-1000 employees
Company mission
To provide equitable access to economic opportunity, for everyone.
Role
Who you are
- We are seeking a detail-oriented and proactive Customer Support Associate to join our Certification Operations team
- The ideal candidate will be adept at managing multiple priorities and maintaining high standards of customer service
- Strong written communication
- Excellent prioritisation and time-management
- 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
What the job involves
- The Certification Operations team are responsible for overseeing Multiverse’s external assessment and certification processes, ensuring that apprentices receive the credentials needed to validate the skills and knowledge they have gained throughout their apprenticeship
- This role is crucial in ensuring the smooth operation of our certification processes by managing communications with learners and a wide range of key stakeholders, collaborating with external partners, and executing important operational tasks
- Success in the role includes resolving a high volume of queries promptly within specified timelines, providing clear and effective written responses that gain positive feedback, and executing processes with a high degree of accuracy
- This opportunity is a 12-month fixed-term contract, with the possibility of extension based on performance and business requirements
- Be the key contact point for all queries and issues relating to assessment and certification processes, working in a busy inbox to respond to and resolve a wide range of incoming tickets from learners, internal teams and external partners
- Deal with queries in a timely and effectively way in line with internal policies and procedures, investigating and resolving the issue directly or escalating more complex questions to relevant internal teams and holding them to account for resolution
- 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 to ensure they are comprehensive and accurate
- Cultivate and maintain strong relationships with external assessment partner organisations, collaborating effectively to ensure policies and procedures are followed and that there is a strong focus on delivering a seamless experience for learners
- 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 including Delivery, Compliance and Learner Enablement to achieve the team’s objectives, and assisting the Operations Support Manager with ad hoc reports, special projects and strategic initiatives
Salary benchmarks
Our take
In today's tech-driven workplace, skills like digital marketing, software engineering, product design, and data analysis are pivotal. Traditional pathways to acquiring these skills are evolving, with coding schools like Makers Academy challenging the necessity of a formal Computer Science degree.
Recognizing the need for inclusive pathways, apprenticeships have gained prominence, spurred by government mandates like the 2016 levy. Multiverse (formerly WhiteHat) exemplifies this shift, offering opportunities for all to reskill and thrive in the tech industry.
Embracing a mission of accessibility and innovation, Multiverse's recent strategic moves, including acquiring Californian AI firm, Searchlight and attracting top-tier talent, underscores its commitment to excellence. Partnering with industry giants like Google and Facebook, Multiverse is driving transformative change, democratizing access to tech education.
Steph
Company Specialist
Insights
Many candidates hear
back within 2 weeks
58% female employees
96% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Whether that's the content in the course you are teaching of which you're developing a deeper understanding, weekly CPD (continuous professional..."
Funding (last 2 of 5 rounds)
Jun 2022
$220m
SERIES D
Sep 2021
$130m
SERIES C
Total funding: $414m
Company benefits
- Quarterly M-Powered Days to refresh and recharge
- End of Year Company Shut Down
- A focus on wellbeing with access to Spill therapy support, an Employee Assistance Programme and an internal Wellbeing working group.
- 45 days of work from abroad per year
- Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
- 27 days holiday, plus 1 life event day and 2 volunteer days
- Full Medical Insurance coverage through Bupa, and your medical history is disregarded.
- Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries.
- Our Cycle to Work scheme enables bike ownership with up to 42% savings
- Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments.
- Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting.
Company values
- We believe in equality of opportunity
- We treat others as we want to be treated
- We adopt an owner mentality
- Development is at our core
- We make decisions based on facts and logic
- We don’t take ourselves too seriously
Company HQ
Paddington, London, UK
Articles
Leadership
Euan Blair
(CEO)Prior to founding Multiverse, Euan was the UK CEO of Sarina Russo Group, an employment and training provider with more than 1,500 staff worldwide and a turnover exceeding £100 million.
People progressing
Peppa is VP of Go-To-Market, UK&I. She joined Multiverse as an Account Executive in the Go To Market Team and was promoted to Regional Director within 7 months, then progressed to Area Vice President.
Diversity, Equity & Inclusion at Multiverse
Serena Vaughan (Career Mobility Lead)
- We want to be a leader in Diversity, Equity & Inclusion (DEI), so we’re working hard to drive the change we want to see in the world, inside Multiverse.
- Everything we do in the DEI space is undertaken with the goal of being representative of the geographies in which we operate – and our apprentice community. Gender diversity has been a long-term challenge for the tech world. We're proud that 55% of our UK Team identify as women, this increases to 64% of our Global Leadership Team (director level and above). We're also proud of our thriving LGBTQQIAAP community, comprising 11% of our UK Team.
- We're committed to improving the diversity of our workforce, at all levels. We continue to invest in early talent through our in-house apprenticeship scheme – something we know is a fantastic route into our organization for exceptional talent from a diversity of backgrounds.
- Last year we identified improving the diversity of our Global Leadership Team (director level+) internally as an area of focus. Steps that we took included introducing robust DEI monitoring processes, rolling out Inclusive Recruitment Training to all staff involved in the hiring, and launching our first internal, Global Leadership Accelerator program.
- We’re proud that in the last 12 months, the representation of colleagues from ethnic minority backgrounds at director+ levels, globally, has increased from 6% to 19%. This is good progress but we still have work to do and are committed to building a leadership team that is representative of our colleagues and of the communities we serve.
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