3 Months contract with a Local Authority
Job Summary:
· Provide a high standard of customer care including face to face enquiries at reception, by telephone and email.
· Consult with residents and partners in communities and support managers to organize and promote the delivery of courses that meet residents’ needs in Slough.
· Take responsibility for ensuring that area course data is accurate on the service’s management information system.
Key Duties/Accountabilities:
· Responsible for a high level of customer service - manage a rota of staff providing face to face service at two locations, email, and phone cover.
· Working with coordinators to ensure the integrity of the database by monitoring of data inputting.
· Supervise Customer Service Advisors (currently four): their core responsibilities and wider responsibilities e.g. procurement, learning support, outreach etc.
· Promote the Service in the community (residents and partners) by coordinating outreach (events).
· Ensure residents can access the Service through enrolment (that is planned, prepared, and organised termly including collection of fees).
· Data inputting.
· Be part of the team of coordinators (PM, MIS and Exams Officer, and Commissioning and MIS Officer): coordinating the rota including cover of reception at the Curve and Maidenhead Library, and the Service phone line, and the development of the business support operation.
· Ensure that all courses, events, and examinations have a room booked, tutors are supported, and resources are maintained.
· Provide information and reports to Leadership team including on outreach and learner feedback.
Essential Experience Required:
· Experience of over 3 years in providing customer service including the provision of enrolment service, advising on eligibility and processing transactions is essential.
· Experience of using IT to a good level to input data, analyse complex data on spreadsheets and write business reports is essential.
· Experience of working in a changing environment where flexibility and adaptability is critical for the operation of the service is essential.
· Experience of working together with other professionals in developing partnerships to deliver services is essential.
Essential Qualification Required:
· BTEC National or equivalent qualification is desirable.
· 4 GCSEs at grade C or above or NVQ Level 2 in a relevant area or equivalent qualification is essential.
Additional information to note:
· Working hours: 37 hours per week.
The closing date for this position is 22nd May 2024.