Description
Our client based in Skipton is looking to recruit a Customer Service Officer on a part time basis, for a 6 month contract.
Duties will include:
- To deal with customer enquiries effectively, in a positive, professional manner via telephone, webchat, face-to-face, email and letter, processing or directing as appropriate in a busy, high-volume customer-focused environment, logging, tracking and ensuring satisfactory resolution.
- To be the first point of contact for students and staff, and externally from potential students and external bodies dealing with all enquiries in a positive and professional manner to ensure maximum customer satisfaction.
- To maintain records of visitors in and out of the building for security and safety purposes.
- To operate an efficient, proactive and professional admissions service, providing full and current information, advice and guidance regarding the college’s offer in a clear and helpful manner from enquiry, through application, with a strong focus on conversion of enquiries to enrolment, using every opportunity available to maximise income.
- To act as the main contact for students applying, including the processing of all associated administration through the UCAS system.
- To arrange interviews as required by entry requirements for both FE and HE courses.
- To assess applications including FE, HE (including UCAS), Apprenticeships and part-time courses making decisions on the suitability of applicants to study, ensuring a fair, consistent, open and professional service that evidences good practice.
- Manage and process applications from internal students to UCAS including checking forms, adding data, chasing and adding references.
- To provide financial information and impartial advice on matters relating to financial support including Bursaries, Travel, Advanced Learner Loans and HE financial support.
- To provide college and curriculum administration, including processing the ordering of goods for departments using the Symmetry system providing a high level of customer
- To support SMT and cross-college managers with the coordination of cross college meetings including dates, agenda, minute taking, and action follow up.
- To maintain an efficient administrative system through inputting, validating and maintaining student details on the College management information system including the processing of pre-enrolment DBS checks.
- To maintain relevant filing systems as necessary for audit purposes and to assist in the archiving of all student records where necessary.
- To keep up to date with future changes in curriculum and college events and promotions and attend Taster Days, Careers Events, Open Evenings / Days and other promotions as required.
- To cover evening Reception on a rota basis and work to flexible workflows and shift patterns in line with business needs including some evenings.
- To deal with the mail internally and externally, ensuring deadlines are met.
- To take payments for course enrolments and other monies as required. Cashing up daily and banking of monies.
- To assist the examinations Department with invigilating in examinations where required.
- Work in close liaison with the Customer Service team as an effective team member and maintain high quality standards;
- You will be expected to be fully conversant with the College’s range of equality and diversity and safeguarding policies and procedure to ensure the health, safety and welfare of all learners and staff;
ESSENTIAL REQUIREMENTS
- NVQ Level 2/3 qualification in Customer Service, Information, Advice and Guidance or prepared to undertake.
- Excellent range of administrative skills to include word processing, spreadsheets,
databases, internet, email, Teams.
- Experience of working in a busy, high-volume customer focused environment setting with excellent customer service skills.
- Demonstrable evidence of skills, and a commitment to a high-quality customer service.
- Strong desire for continual improvement of the customer’s experience.
- Excellent organisational and interpersonal skills, and a pleasant telephone manner.
- Ability to interpret and present full and accurate information, both verbally and in written format, in a clear manner.
- Ability to interpret and apply procedural and guidance notes and instructions.
- Experience of planning, organising and prioritising work to meet pre-determined deadlines.
- Ability to produce work to a consistently high standard, under pressure to meet changing deadlines and deliver on schedule.
- Experience of working on own initiative with minimal supervision.
- Able to work under pressure in an environment where change is a constant feature, and to manage own and others stress effectively.
- Ability to deal with personal information in a confidential and sensitive manner.
- Willingness and ability to build and maintain strong internal and external working relationships alongside functioning effectively as part of a team being supportive of other team members to work cohesively together.
- Ability to relate to young people, with an interest in their future development.
- Willingness and ability to work flexibly to meet the needs of the College.
- Willingness to undertake Level 2 qualification in numeracy and literacy.
- Good standard of numeracy and literacy.
- Highly organised with effective time management skills;
- Willingness and ability to function as part of a small team;
- Ability to work flexibly and on own initiative to meet the needs of the College;
- Ability to follow instructions, procedures and guidelines with accuracy and high attention to detail;
Duration: Initially for up to 6 months but could be extended or even made permanent
Hours of work: Monday – Tuesday – Wednesday- 20–22 hours per week, negotiable
Salary: £ 20,549 per annum, pro rata £11,107 - £12,218 per annum.
A full enhanced disclosure check via the Disclosure & Barring Service will be required.
