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 description
At the TU Delft Extension School for Continuing Education, we develop and deliver (online) lifelong learning education to equip people to solve today’s global challenges. A key feature of our organization is the support we offer both our (potential) learners and internal stakeholders. The Extension School currently has two support teams, both providing 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 learners and internal stakeholders, we are merging the two current teams to create a new support team, whilst implementing a continuous service improvement process to ensure the high quality of the support we provide. We further enhance the use of our systems and welcome the use of chatbots and new tools to improve both the customer experience and the efficiency and quality of services.

As coordinator of the new team, you will guide them through the challenges ahead in the journey to reach a happy flow (most optimal state). Together with the project leader, you play a significant role in shaping this new team. We aim for the team to be in place in February 2025. After its launch, you will focus on your role as coordinator and support the team members in realising the necessary process and organisational changes, in alignment with other processes at the Extension School. You have a hands-on approach and are willing to assist in providing first line support during peak periods.  

Requirements
Task and responsibilities:

• Contribute to setting up the new team;
• Be responsible for maintaining the quality of the services provided by the support team;
• Be responsible for the day-to-day leading of the team and ensuring continuous service improvement
• Facilitate and prepare internal meetings;
• Analyse data in FAQtory (our ticketing system) and use data to improve our service;
• Report to the Management Team;
• Ensure that the daily business runs smoothly;
• Identify bottlenecks in processes and/or systems and discuss them with the relevant stakeholders;
• Be the linking pin with other teams within the Extension School and TU Delft;
• Be responsible for (the continuous improvement of) knowledge management;
• Update knowledge items and create new knowledge items;
• Update the FAQs of the chatbot and analyse its answers;
• Be responsible for coordinating the work of five teaching assistants;
• Be first point of contact for projects that 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 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!

Extension School for Continuing Education
‘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.
• A salary based on scale 10 of the CAO for Dutch Universities with a salary between €3.345,- en een maximum van €5.278, gross per month based on a fulltime contract (38 hours), plus 8% holiday allowance and an end-of-year bonus of 8.3%.
• 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.

Additional information
For more information about this vacancy, please contact Sofia Dopper, Manager Education Support (s.m.dopper@tudelft.nl) or Maaike van Buul, Manager Business Development (m.a.j.p.m.vanbuul@tudelft.nl)    

Application procedure
Are you interested in this vacancy? Please apply no later than 20 November 2024 via the application button and upload the following documents:

• CV
• Motivational letter

Please note:

• 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.