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Customer Enquiries Advisor (37 hours per week)
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About the Role
You will be part of a team that provides a friendly and efficient customer enquiry service, being the first point-of-contact in dealing with queries, information, advice and guidance for new and existing, students, college staff and visitors either face-to-face through the reception areas or by telephone through the call centre.
Key Responsibilities
- Provide outstanding service to people of all ages, abilities/disabilities and ethnic and cultural backgrounds.
- Possess excellent communication and customer care skills with a professional, outgoing personality.
- Have a strong and confident telephone manner.
- Interaction with the customer via inward and outbound calls, providing information about college courses and support facilities.
- Work on your own initiative and autonomously.
- Support phones, administration duties, outbound calls and any other tasks required within the job role as needed.
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Required Qualifications and Skills
- Relevant experience of direct customer contact in a front-line environment.
- Sound IT skills.
- Appropriate qualifications to at least level 2, including a good standard of written and spoken English.
- Possess or be willing to work towards an IAG qualification.
- Strong administration skills.
- Experience in data input.
- An organised and accurate approach coupled with integrity, initiative, commitment and the ability to problem solve and a passion for customer care.
- A Level 2/3 customer care qualification would be desirable, but what is essential is a desire to provide exceptional service at all times.
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Work Location and Hours
- The main base is Derby Road, but you will be required to work on a rotation basis at our Town Hall site and be willing to work flexibly across all sites if required.
- Hours of work are normally between the hours of 08.30-18.15, but may be subject to change during core periods or to ensure that a high level of service is provided at all times.
- Ad hoc evenings where you will be required to stay until 8pm due to events taking place at the college.
College Values
- The role will require you to embed the college’s values, Integrity, Collaboration, Compassion and Ambition.
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