Service and Engagement Associate - Spanish Speaker

Job Description

Service and Engagement Associate - Spanish Language

Salary: Circa £27,000 (Depending on Experience)

Job Type: 1x Full-Time, Permanent and 1x Fixed-Term Contract for 12 Months

Location: IB (International Baccalaureate®) Global Centre, Cardiff

Hybrid working opportunity, office presence required 1 day per week

About the IB

If you're looking to work for a global organisation with a meaningful mission, and with colleagues all over the world, then the International Baccalaureate® (IB) may have the ideal opportunity for you! The International Baccalaureate provides world-class educational services to over 5,800 schools across 162 countries. A career at IB is not just a job; it's an opportunity to work with an innovative world leader in education services and contribute to our 50-year mission of creating a better and more peaceful world. Apply now to join our global organisation where we empower our employees to thrive and make a difference.

About the Job

The role of the Service & Engagement Associate is to provide a professional service to members of the English and Spanish speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.

The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre-empts customer needs by providing accurate, relevant and consistent information in a timely manner.

This is a Hybrid working opportunity with 1 day required onsite in our Cardiff Gate office. Please note that this team work to the following shift patterns:

• 08:00-16:00 and 10:00-18:00 on a 2 week rotation.
• Some work during public holiday and weekends required.
• Onsite presence required: one day per week.

Please note that in September 2025 our Cardiff Office will relocate to Fusion Point One, Dumballs Road, Cardiff, CF10 5BF. The building is a 5-minute walk from Cardiff Central Station and a 10-minute walk to the city centre. Our new offices will have 60 parking spaces available which will be reservable online.

Responsibilities

Key Responsibilities

• Customer Support: providing an information service on the broad range of the IB's products, services and systems within a clear, timely and accurate manner. Receiving complaints and whistleblowing disclosures via telephone and deal with escalations from Associates.
• Relationship Management: building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
• Projects: participating in the planning or execution of internal projects.
• Teamwork: Working cross-divisionally to produce customer support content and resolve issues.

Qualifications

About You

• Fluency in written and spoken Spanish and English is essential.
• Extremely comfortable answering a range of queries via the telephone in both spoken English and Spanish.
• Confidence to quickly acquire knowledge of a broad range of the IB's products, services and systems (please note you will be provided with full Service & Engagement new hire training).
• Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication.
• Excellent communication skills with the ability to engage customers and colleagues.
• Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support.
• Ability to multi-task, prioritise, and manage time effectively.
• Able to plan and deliver training.
• Familiar with CRM systems and practices.

In addition to your salary, we offer an attractive range of benefits including:

• 10% employer pension contribution with a 3% employee contribution
• Enhanced family friendly benefits
• 25 Days annual leave, plus public holidays, with the choice to buy up to 5 days additional annual leave
• Life assurance 4x annual salary
• Paid volunteering leave
• Excellent continuous professional development
• 1.5 % Flexible benefits allowance
• Health and wellness schemes
• Cycle to Work scheme
• Discounts on a range of products, including days out
• Cash back opportunities available from a wide range of retailers
• Employee Assistance Programme
• Free on-site car parking

Applications will be accepted until 11:55pm, 07 July 2025.

We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer and we welcome applications from all suitably qualified applicants.