Customer Service Advisor - Adult Learning (Level 4) in Slough

DBS Requirement

Basic.

Overview

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.

Responsibilities

• First point of contact for all Lifelong Learning enquiries via email, telephone, letter and personal contact.
• Respond to enquiries from learners and staff, including tutors and managers.
• Provide informed advice and information to the public about learning opportunities available through the East Berkshire Community Learning service and signpost learners to other providers and services.
• Act as receptionist at a designated community learning centre and at other venues as required, providing responsive, high‑quality customer care in a welcoming environment.
• Assist in the enrolment process throughout the year, advising learners on completion of enrolment forms, ensuring all sections are complete, following service processing procedures, collecting fees, issuing receipts, filing records and entering enrolments accurately into the MIS system.
• Operate a variety of systems and computer packages, keep accurate records both electronically and on paper, and assist in the general operation of the centre, including supporting tutors on administrative matters.
• Induct, supervise and provide ongoing support to volunteers and apprentices.
• Liaise directly with learners via email, telephone and word processing, support managers in learner liaison and record complaints, suggestions and comments.
• Conduct learner feedback surveys through telephone and one‑to‑one contact.
• Take an active part in projects and activities that promote the service, including maintaining up‑to‑date information provided for learners (leaflets, displays, posters) and supporting curriculum managers.
• Assist the Business Support Officer in the administration of the service, including clerical tasks and accurate data entry of enrolment and attendance information from registers onto data systems.
• Participate in induction, annual appraisals, one‑to‑ones, attend meetings and undertake continuing professional development activities.
• Ensure all duties are carried out in accordance with council policies and procedures, particularly equal‑opportunity, diversity and health‑and‑safety policies.
• Contribute to the development and implementation of the service’s annual self‑review and quality improvement plan.
• Undertake other tasks and responsibilities as a member of the Lifelong Learning Business Support Team.

Qualifications & Experience

• Experience working in a customer‑focused environment.
• Experience working in a multi‑cultural environment.
• Experience working in a team.
• Experience with MS Office packages (Excel, Word, Outlook).
• Working experience in an education environment.
• 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 face‑to‑face situations, including dealing effectively with complaints.
• Ability to respond sensitively to learners.
• Ability to communicate effectively with diverse communities via email, letter, telephone and face‑to‑face.
• Ability to speak other community languages.
• Understanding of and commitment to equal opportunities and diversity in a customer‑service environment.
• Knowledge of good customer service within face‑to‑face environment.
• Understanding of the barriers and difficulties learners may experience when returning to education.
• Basic understanding of health and safety standards.
• Customer‑service or information and advice related qualifications or willingness to work towards one.

Education Requirements

• 5 GCSEs.
• A/Levels A to C or equivalent qualification.
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