Customer Welcome Advisor

Overview

Babington, the latest of Knovia\’s best-in-class companies, are a purpose driven and forward thinking organisation, who are committed to developing better futures: for individuals, organisations, and society.

Job Title: Customer Welcome Advisor

Location: Hybrid – minimum of 1/2 days per week from our new Derby office (Pride Park)

Salary: Up to £27,784.50 (inclusive of OTE)

Working days: Monday to Friday

We are looking for a passionate, determined and engaging individual to join our Customer Experience team, and drive a personalised and outstanding customer centric welcome experience for our stakeholders, on a hybrid basis from our brand new Derby office.

In this role you will support the business strategy in identifying potential opportunities and risks, optimising on the learner and line manager interaction, and be the ambassador for Babington at this pivotal and memorable first touch point.

Responsibilities

• Ensuring the timely contact and connection with learners and employers through Customer welcome contact and the provision of marketing and learning materials.
• Being the first point of contact for learners and line managers and book them in for their welcome call ensuring they are clear on next steps
• Providing accurate forecasting across the customer engagement teams based on enrolment activity and communication across departments.
• Adapting customer process and style depending on the needs of the individual and needs of the business this includes telephone, web based, face to face and group enrolments both on and off site
• Adapting to the needs of each learner and line manager taking into consideration and working closely with the ALS and Safe & Sound team
• Ensuring all learners and employers are provided with a memorable, effortless and personal welcome as they start their journey
• Gain an understanding of how all departments interact and how this is impacted by internal customer delivery.
• Embedding the Ofsted Education inspection framework (EIF) and evidencing and providing feedback on how you do so through feedback, testimonies and KPIs

Requirements

What we need from you:

• Grade A-C GCSE in English and maths or equivalent
• Level 2 Customer Service Qualification or equivalent
• Demonstratable experience of providing excellent I.A.G and customer service across employers, candidates and partners
• Experience of achieving deadlines and working without close supervision
• Confidence in using a variety of media to provide customer service
• Proven experience of delivering high levels of customer service and satisfaction
• Experience of using CRM and other IT systems
• Excellent listening skills and natural empathy
• Excellent verbal and written communication skills to effectively convey performance insights and recommendations to diverse audiences.
• Familiarity with the education sector, including understanding of educational policies, programs, and performance evaluation frameworks

Benefits

• 25 days annual leave and 8 Public Bank Holidays
• Bupa Healthcare Cash plan; reimbursements for dental, health assessments & prescriptions
• Additional annual leave purchase scheme to buy up to 5 extra days
• Babington Rewards; includes cashback, discounts off online and retail stores.
• Remote working

We are a Disability Confident Employer and have a guaranteed interview scheme in place to ensure that nobody is overlooked or discriminated against because of their disability. If you meet the minimum criteria when you apply and you have informed us in your application that you have a disability, you will be guaranteed an interview for that role.

To promote and maintain an inclusive working environment, as part of your application process we will ask you to share data on certain characteristics. These answers will not form part of the selection and recruitment process and will not be shared with anyone outside of the People Team.

Babington is committed to the safeguarding and wellbeing of our learners and colleagues and we implement robust safer recruitment practices to support this. Dependent on the role you are applying for, we may undertake a number of necessary checks to confirm you are suitable to work with children and vulnerable adults, which may include a Disclosure and Barring Service check. We are also committed to promoting equality and inclusion throughout our colleague and learner populations.