The Role
As a Customer Service & Learning Experience Officer, you will play a key role in supporting the delivery and development of West London College's Flexible and Distance Learning provision. Working closely with the Customer Service & Learning Experience Coordinator, you will help ensure learners receive a responsive, inclusive and high-quality experience from initial enquiry through to completion.
You will act as a key point of contact for prospective and existing learners, responding to enquiries, providing accurate information and resolving issues promptly and professionally. You will support learners throughout their journey, helping to ensure their needs are met and that they receive the information and support required to remain engaged with their learning.
The role will also involve monitoring learner progress and maintaining accurate records, supporting enrolment activities and working closely with College teams, suppliers and stakeholders to ensure effective programme delivery. You will contribute to learner feedback, service improvements and the ongoing development of Flexible and Distance Learning processes, helping the College achieve its strategic objectives.
The ideal candidate will:
The ideal candidate will be proactive, organised and learner-focused, with a strong commitment to delivering excellent customer service. You will have strong communication and interpersonal skills, a professional approach and the ability to manage a varied workload in a busy environment.
You will bring:
- A proactive approach to problem-solving, with the ability to resolve enquiries and issues effectively.
- Strong verbal and written communication skills, with an excellent telephone manner and good listening skills.
- Excellent organisational skills, with the ability to prioritise tasks and manage competing demands.
- Strong attention to detail and accuracy when maintaining learner records and information.
- The ability to work collaboratively with colleagues, suppliers and stakeholders, while also using your own initiative.
- Strong digital skills, including experience with CRM systems, learning management systems and Microsoft Office or Google Workspace.
- A willingness to learn and adapt to new systems, processes and ways of working.
- A commitment to maintaining confidentiality, professionalism and high standards of customer care.
A willingness to learn, adapt, and contribute to the continuous improvement of services will be key to success in this role.
The salary for this position is inclusive of London weighting. Please note that we advertise our salaries on a range to indicate the trajectory of progression that can be made. Appointments are usually made at the start of the salary range.
Safeguarding of Children and Vulnerable Adults
In line with Keeping Children Safe in Education All employment offers are subject employment checks. These include (some of which are dependent on the role and the individual): Enhanced DBS including Children’s Barred List check, DfE teaching/management Barred List check, on-line searches, overseas criminal record check, evidence of identity and Right to Work in the UK, satisfactory references, confirmation of medical fitness, evidence of relevant qualifications and a check of previous employment history.
The College is committed to safeguarding and promotes the welfare of all learners and expects its staff to share this commitment. You will be required to become familiar with the College's policies, and comply with the requirements to safeguard and protect the welfare of children and young people and vulnerable adults. All staff are asked to complete mandatory training in relation to KCSIE and other key areas, and to read the relevant policies.
Equality, Diversity and Inclusion
The College has a strong commitment to working towards the implementation of equality of opportunity in both service delivery and employment. The College's mission and strategic objectives directly support this aim. All employees are required to actively support the development, dissemination and implementation of this aim and related policies and programmes.
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