• Triage and resolve customer requests via Zendesk and internal tools • Investigate time-sensitive issues using data to confirm root cause before escalating • Build deep working knowledge of Focal's systems well enough to diagnose issues independently • Communicate clearly with both technical and non-technical stakeholders, in writing and verbally

• Act as a primary point of contact for B2C learners across Davies’ Professional Qualifications & CPD portfolio. • Provide accurate information, advice and guidance (IAG) on UK qualification pathways, study options, examination requirements, career progression opportunities and progression routes. • Build positive and supportive learner relationships that encourage confidence, engagement, retention and achievement. • Respond to B2C learner enquiries promptly and professionally, ensuring resolution within agreed service levels. • Support structured learner communications and engagement activity across key points in the learner lifecycle, including exam support, workshop promotion and progression messaging. • Support learner acquisition activity by contributing insight, content ideas and learner-facing messaging that help prospective learners understand Davies’ Professional Qualifications & CPD offer and take confident next steps. • Escalate learner concerns, complaints, confusion points or risks appropriately to ensure timely resolution and a consistent learner experience. • Capture learner feedback, enquiry themes and market insight to support continuous improvement of products, services, communications and learner journeys. • Identify potential progression, cross-sell and employer-led or B2B opportunities arising from learner interactions and refer these to relevant colleagues where appropriate. • Maintain accurate learner records, enquiry notes and administrative systems in line with company procedures and data protection requirements. • Collaborate with colleagues across Client Success, Marketing, Product, Delivery, Operations and Business Development to ensure learner-facing activity is joined-up, commercially aligned and supports both learner acquisition and retention. • Contribute to B2C sales, retention and revenue performance by supporting learners to make informed decisions and progress confidently through relevant products and pathways. • Represent Davies professionally in learner interactions and, where appropriate, through relevant UK-based professional networks, events and sector activity, helping to build market visibility and awareness of Davies’ Professional Qualifications & CPD offer.

• Answer multiple call types focused on assisting KY residents with a variety of health benefits (such as SNAP, Medicaid and TNAF). • Handle calls related to password resets, application status, intake/updates, and help with navigating online application tools. • Deal with multiple systems to input and interpret data back to the caller. • Maintain professionalism during difficult calls regarding SNAP and other benefits. • Provide assistance with back-to-back calls without follow up time during shifts. • Capture data into a client system and memorize scripts verbatim as per client policy. • Adhere to the break and lunch schedule set by the global Workforce team.

• Interacts with customers via telephone, email, or in person to provide support and information on services. • Collects and enters information for services. • Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff. • Ensures that appropriate actions are taken to resolve customers’ problems and concerns. • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. • Performs other related duties as assigned.