About the Role

Avant Skills Academy is seeking a proactive, driven individual with strong communication skills and a positive, can-do mindset. In this role, you’ll support the Engagement Team and Programme Tutor Assessors, helping manage data, track attendance, and keep our Apprenticeship and Skills Experience programmes running smoothly.

Duties

• Answer incoming telephone calls, direct callers, deal with queries, take messages, and forward as appropriate
• Check answer phone messages daily, dealing, and forwarding details as appropriate
• Handle internal and external enquiries (including employers and learners, via email, telephone, and face-to-face) providing effective and efficient customer service
• Answer the centre intercom, providing the required greeting and ensuring only authorised visitors are granted access to the building
• Greet visitors to the organisation, ensuring they sign in and direct appropriately
• Process, record, and deliver incoming and outgoing post daily
• Provide general administrative support to the team
• Input learner and employer data accurately into the Management Information System
• Update learner and employer data accurately
• Undertake learner attendance recording and following up with parents/carers/employers

Course Contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.
• Maintain informative communication during service recovery.