Customer Service Advisor - Adult Learning (Level 4)

SLOUGH BOROUGH COUNCIL

JOB DESCRIPTION

Job Title: Customer Service Advisor

Reports to: Funding and Compliance Officer

Post Pay level : 4

DBS Requirement : Basic

Main purpose of job:

As a member of the customer care and business support team provide a high quality customer-focused service to learners, staff, partners and potential customers.

To be the service’s first point of contact and interface for customers, to promote the service and undertake administrative tasks.

As a member of the Business Support Team, contribute to projects and undertake a range of administrative tasks.

Main accountabilities:

To be the first point of contact for all Lifelong Learning enquiries through email, telephone, letter and personal contact. To respond to enquiries from learners and staff, including tutors and managers, for the benefit of the service.

To give informed advice and information to members of the public about learning opportunities available through the East Berkshire Community Learning service and signpost learners to other providers and services; collate enquiries.

To be the receptionist at a designated community learning centre, and at other venues, as required, providing a responsive high quality customer care in a welcoming environment to all learners and visitors, answering enquires, responding to requests for information and taking enquiries and appointments for the IAG service and curriculum managers.

To assist in the enrolment process throughout the year, advising learners on the completion of enrolment forms, ensuring all sections are complete, following service processing procedures, collecting fees, issuing of receipts, filing records, and entering enrolments accurately on to the management information (MIS) system.

To operate a variety of systems and computer packages, keep accurate records; both on electronic data bases and in filing systems, assist in the general operation of the centre including supporting tutors on administrative matters.

Assist in the induction, supervision, and on-going support to volunteers and apprentices’

To liaise directly with learners through email, telephone, word processing, supporting managers in their learner liaison and recording complaints, suggestions and comments. Undertake learner feedback surveys through telephone and one to one contact.

To take an active part in a wide variety of projects and activities that promote the service including maintaining up to date information provided for learners e.g. leaflets, displays are professionally presented e.g. posters, and give support to curriculum managers.

To assist the Business Support Officer in the administration of the service, including the undertaking of clerical and administration tasks, including accurately entering of data, including enrolment and attendance information from registers onto data systems.

Take part in induction, annual appraisals, one to ones, attend meetings e.g. team and staff meetings and to undertake continuing professional development activities.

Ensure that all duties are carried out in accordance with agreed council policies and procedures particularly the council’s equal opportunities and diversity, and health and safety policies.

To contribute to the development and implementation of the service’s annual self-review and quality improvement plan.

As a member of the Lifelong Learning Business Support Team undertake other tasks and responsibilities.

Area Description Essential/ Desirable Disability Confident Method: Application (A) Interview (I) Test (T) Experience Experience of working in a customer focused environment. Experience of working in a multi-cultural environment. Experience of working in a team. Experience In the use of MS Office packages i.e. Excel, Word Outlook. Working in an Education environment.

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A/I Skills and Abilities Strong literacy, numeracy and IT skills. Clear understanding and ability to apply business processes or procedures, maximising the use of technology. Ability to cope under pressure in a range of face to face situations, including dealing effectively with complaints. Ability to respond sensitively to learners. Ability to communicate effectively with diverse communities through the use of email, letter, telephone and face to face. Ability to speak other community languages

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A/I Knowledge and Understandings Understanding of and commitment to equal opportunities and diversity and how this relates to a customer service environment. Knowledge of what makes good customer service within face to face environment. An understanding of the barriers/difficulties learners may experience when returning to education. Basic understanding of health and safety standards. The benefits of participating in adult learning programmes.

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A/I Qualifications 5 GCSEs, ‘A’ Levels A to C or equivalent qualification. Customer service or information and advice related qualifications or willingness to work towards one.

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