Civic Recruitment Limited
Customer Service Advisor - Adult Learning
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6 Month Contract With A Local Authority
Job Purpose
To provide a high-quality, customer-focused service to learners, staff, partners, and prospective customers of the Adult Learning Service. Acting as the first point of contact, the role is responsible for handling enquiries, supporting learner enrolment, maintaining accurate records, and providing administrative support to ensure the efficient delivery of adult learning programmes.
Key Responsibilities
- Act as the first point of contact for all learner and stakeholder enquiries via telephone, email, written correspondence, and face-to-face interactions.
- Provide accurate information and advice on available learning opportunities and signpost learners to appropriate services and providers.
- Deliver a professional reception service, welcoming learners and visitors and responding to requests for information.
- Support the learner enrolment process, including assisting with application forms, processing enrolments, collecting fees, issuing receipts, and maintaining records.
- Accurately enter and maintain learner, attendance, and enrolment data on management information systems (MIS).
- Operate a range of IT systems and administrative software to support service delivery.
- Liaise with learners, tutors, managers, and external stakeholders, responding to queries and supporting learner engagement activities.
- Record and manage complaints, comments, and suggestions, ensuring issues are handled appropriately.
- Conduct learner feedback surveys and support quality improvement initiatives.
- Maintain and update learner information materials, displays, posters, and promotional resources.
- Provide administrative support to curriculum managers and the wider Business Support Team.
- Assist with the induction, support, and supervision of volunteers and apprentices where required.
- Contribute to service improvement projects and support the delivery of annual quality and self-assessment activities.
- Ensure compliance with Council policies, including equality, diversity, safeguarding, data protection, and health and safety requirements.
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Requirements
- Experience working in a customer-focused environment.
- Experience working effectively as part of a team.
- Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
- Strong literacy, numeracy, and IT skills.
- Excellent verbal and written communication skills.
- Ability to communicate effectively with people from diverse backgrounds through face-to-face, telephone, email, and written correspondence.
- Ability to manage challenging situations and customer complaints professionally and effectively.
- Ability to respond sensitively and appropriately to learner needs.
- Understanding of and commitment to equality, diversity, and inclusion.
- Knowledge of excellent customer service principles.
- Understanding of barriers that may affect adult learners returning to education.
- Basic understanding of health and safety requirements.
- Minimum of 5 GCSEs (Grade A*-C / 9-4) or equivalent qualifications.
- Experience working within an education, training, or adult learning environment.
- Customer service, information, advice, or guidance qualification, or willingness to work towards one.
- Experience working within a multicultural environment.
- Ability to speak additional community languages.
- Understanding of the benefits of adult learning and lifelong education programmes.
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Additional Information
- Location: Slough Borough Council Adult Learning Centres and community venues
- Hours per Week: Full-time (hours to be confirmed)
- Payment: Bi-weekly
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