Job Description

WSET exists to empower people and support the drinks industry from producer to consumer. We offer a comprehensive suite of globally recognised qualifications covering wines, spirits, beer and sake.

We are the world’s leading provider of qualifications in wines, spirits, beer and sake, delivering over 140,000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).

WSET is a global organisation and we are proud to have people who work for us all over the world. We have people in Australia, Canada, China, Hong Kong, Singapore and the USA as well as the UK.

The successful applicant will contribute to a culture that values curiosity, striving for better and leading with empathy within WSET.

WSET fosters a welcoming, empathetic and inspiring culture that empowers our global talent to innovate and thrive.

We recognise that strong candidates may not meet every requirement listed. If you bring a growth mindset, a strong interest in learning and teaching, and transferable skills that would help you succeed in the role, we would encourage you to apply. We value curiosity, adaptability and commitment to excellent learner experience alongside direct experience of specific tools and systems.

Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party. NB - If you currently work for one of WSET's APPs (Approved Programme Provider), you may not be eligible to apply for this role subject to your future career plans and the nature of that role. If you work for an APP either in a self-employed or employed capacity and would like to discuss your eligibility, please contact the hiring manager.

The Exam Coordinator is responsible for contributing to an environment of continuous improvement and customer focus to deliver a high-level of service for our customers. You will take responsibility for all aspects of processing WSET exams, ensuring that all customers receive the best possible level of support in line with agreed KPIs / SLAs. You will embody and exemplify WSET’s values in your mindset and behaviours.

Your success will be measured through the value you add to the organisation by delivering against our operational objectives, driving continuous improvement and high-quality customer-centric performance, and your contribution to WSET's culture and values of integrity, trust, empowerment, inspiration, dynamism, and inclusivity.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Exam administration and processing

• Take ownership of processing exam orders and results delivery according to the most current standard operating procedures.
• Stay up to date with WSET’s systems and products, especially as they relate to exam delivery.
• Proactively suggest improvements to processes and workflows to contribute to greater efficiencies, enhanced working practices and WSET’s ESG strategy.
• Support ongoing compliance with Ofqual and associated reporting and tracking.
• Liaise with other teams e.g. Qualifications and Business Development teams to ensure best-in-class delivery of qualifications.

Provide a consistently high level of customer service to all WSET customers

• Take ownership of providing resolutions to exam-related customer enquiries received via a range of channels, in a manner consistent with WSET’s customer service ethos and agreed time frames.
• Contribute to creating an environment of continuous improvement and customer excellence to deliver an efficient, best-in-class service for our customers.
• Embody a customer focused and global approach.

Other

• Contribute to the Trust by participating in cross-functional teams and undertaking other various tasks as required.
• Champion WSET’s values and behaviours and positively represent the brand at all times.
• Evolve in the role according to digital developments and operational strategy.

SKILLS & COMPETENCIES

Essential

• Experience of high-paced delivery or customer service environments.
• Strong track record of personal performance and achieving objectives.
• Exemplary customer service skills and a desire to put our customer at the heart of all we do.
• Ability to quickly become proficient in new and evolving systems and processes.
• Collaborative, working as part of a global team.
• Positive solution-oriented mindset and proactive engagement with WSET’s values and behaviours.
• Written and verbal communication skills in English.

Desirable

• Experience using CRM and query management software.
• Experience of or interest in working in education administration and/or digital assessment.
• Customer service experience.
• Additional languages relevant to WSET customers.
• Experience using CRM and query management software.
• Experience of or interest in working in education administration and/or digital assessment.
• Customer service experience.
• Additional languages relevant to WSET customers.

Salary : £31,300

Please note that WSET is not currently able to sponsor employment visas for this role. Candidates will need to have an existing right to work in the UK at the time of application and for the duration of their employment.

UK Benefits

Annual Leave - 27 days pa + public holidays, increases with service; ability to buy/sell 5 days

Pension (Generous options available after three months)

Health insurance (after three months):

Vitality scheme - post probation - Access to virtual GP appointments, Rewards include Caffe Nero drinks, Cinema Tickets, Apple Watch, Cash Back on Waitrose shopping, 75% off at Champneys, 6 month subscription with HeadSpace, Discounted Weight Watchers membership and gyms, Smoking Cessation day worth £300 and half price health screens

Eye voucher scheme

Food and drink in the office

Nespresso coffee makers and a range of other drinks, fruit, cereals, soups

Season ticket loan scheme

EAP

24/7 confidential help and support from trained counsellors and advisors

Death in service

4x annual salary paid to nominees with associated bereavement support for family

Enhanced family friendly leave and pay

Cycle2Work scheme

Development - WSET's in-house training and qualifications in Wines, Spirits, Sake and Beer as well as other professional development opportunities

DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned, at any time.