Oaklands College
Contact Centre Advisor
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An exciting opportunity has arisen at Oaklands College for a Contact Centre Advisor to join our Curriculum & Student Operations team.
This important role supports student attendance, engagement and welfare through proactive attendance monitoring and absence management. You will play a key part in helping students remain engaged with their studies by contacting students and families, identifying attendance concerns, supporting vulnerable learners, and working closely with curriculum and safeguarding teams to ensure appropriate interventions are put in place.
As one of the first points of contact for students, parents and carers, you will provide a professional, responsive and customer-focused service, helping to create a positive experience while ensuring student welfare remains at the heart of everything you do. Information taken from the job description.
Key Responsibilities
Attendance Monitoring & Student Engagement
- Make outbound calls to students aged 16-18 and, where appropriate, parents, guardians or next of kin to establish reasons for absence.
- Monitor daily attendance and identify students whose attendance falls below expected targets.
- Accurately record absence reasons, contact outcomes and interventions within College systems.
- Communicate attendance concerns and interventions to tutors, Heads of Department, Assistant Principals and relevant stakeholders.
- Manage inbound absence calls and enquiries from students, parents and carers.
- Support positive student engagement through timely attendance interventions.
Vulnerable Learners & Safeguarding
- Carry out welfare checks and absence follow-up for vulnerable and at-risk students.
- Escalate concerns relating to student wellbeing, welfare or safety in line with safeguarding procedures.
- Refer appropriate cases to the Safeguarding Team where concerns are identified.
- Maintain accurate safeguarding records, referrals and communication logs.
- Support the College's commitment to safeguarding and promoting the welfare of children and young people.
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Attendance Administration & Contact Centre Operations
- Monitor and manage the Student Absence Inbox, ensuring enquiries are processed efficiently and accurately.
- Process authorised absence requests and attendance amendments where appropriate evidence has been provided.
- Maintain accurate attendance records and supporting documentation.
- Share attendance information with curriculum and support teams in a timely manner.
- Assist with attendance reporting and management information requests.
- Deliver excellent customer service across multiple communication channels.
Compliance, Quality & Service Development
- Ensure compliance with attendance procedures, safeguarding requirements, data protection legislation and College policies.
- Handle sensitive information professionally and confidentially.
- Participate in training and professional development opportunities.
- Support the development of the College's centralised Contact Centre function and continuous service improvement initiatives.
Is This You?
Essential Qualifications
- GCSE Grade 4/C or above (or equivalent) in English and Mathematics.
- Good working knowledge of Microsoft Office, including Outlook, Word and Excel.
Skills and Attributes
- Excellent verbal and written communication skills.
- Strong telephone manner with the ability to build rapport quickly.
- Ability to communicate sensitively and professionally with students, parents and guardians.
- Excellent attention to detail and commitment to data accuracy.
- Strong organisational and time management skills.
- Ability to manage competing priorities and identify situations requiring escalation.
- Professional, empathetic and resilient approach.
- Ability to work effectively both independently and as part of a team.
- Commitment to safeguarding, equality, diversity and inclusion.
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Experience
- Experience in an administrative, customer service, student services or education environment.
- Experience handling telephone enquiries and maintaining accurate records.
- Experience working with confidential or sensitive information.
- Experience using databases or management information systems.
Desirable
- Experience within a Further Education or educational setting.
- Experience supporting attendance monitoring processes.
- Experience working with young people and families.
- Experience identifying and escalating safeguarding concerns.
- Qualification in Administration, Education, Student Services, Safeguarding or a related discipline.
Why Oaklands?
At Oaklands, you'll join a forward-thinking college that genuinely invests in its people. We offer:
- Local Government Pension Scheme with excellent employer contributions
- Generous annual leave entitlement
- Discount on UNO bus scheme
- Continuous Professional Development (CPD) opportunities
- Long Service Awards
- Free onsite gym and discounted wellness treatments
- Cycle to Work Scheme and discounted travel
- Staff development days and annual awards
- Free access to Microsoft Office software for personal use
- Discounted entry to Oaklands events, including Foodies Festival, Lambing Weekend and Oaklands Zoo
Most importantly, you'll have the opportunity to make a meaningful difference to students' educational journeys by helping them stay engaged, supported and successful throughout their time at Oaklands.
Oaklands College is proud to be a Disability Confident Employer. We welcome applicants from all backgrounds and are committed to safeguarding and promoting the welfare of young people and vulnerable adults.
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