Job description
Job Title: Customer Service Advisor
Primary Purpose of Job:
To provide highly effective customer service to learners accessing courses
Hourly wage: National Living Wage
Job Type: Permanent contract- Full time
Times: 9am-5pm (Mon - Fri)
Location: Bolton- BL1
An exciting opportunity has arisen for a Customer Service Advisor to join our team.
We are an adult education company specialising in delivering tailored courses to customers to help them gain relevant qualifications, skills and training needed to progress in their chosen career.
Main duties:
1. To complete all eligibility checks of learners, including checking of prior learning, residency via customer calls.
2. To save all learner documentation in relevant folders.
3. Provide and record robust Information and guidance via telephone to all learners ensuring it meets standardised compliance.
4. To ensure CRM system (Hubspot) is updated with accurate, up to date information on a daily basis and ensure all tasks are closed out on a daily basis. (Assigning courses and moving to relevant stage in learning)
5. To ensure all external calls are answered within 3 rings and a high level of customer service is provided at all times.
6. To book CSCS construction tests for customers after completion of course.
7. To cover learner inductions when required and ensure all paperwork is completed to meet ESFA and combined authority requirements.
8. To cover the preparation of courses where required, including ensuring that tablets are prepared and allocated to courses.
9. To ensure stationary and consumables are stocked.
10. To monitor and respond to emails, mailbox and Facebook conversations.
11. Respond to customer queries
12. To liaise with external stakeholders such as JCP and other relevant employability advisors to create new business opportunities.
13. To attend network events to promote Bright Direction Training opportunities.
14. To report all safeguarding concerns in line with the Safeguarding policy, ensuring strict confidentiality at all times.
15. To follow all BDT policies and procedures at all times, ensuring a safe and healthy working environment for all people on the premises and complying with GDPR.
16. To represent the organisation in a professional manner at all times.
17. To provide cover for colleagues as and when required.
18. To complete mandatory training and CPD as required.
19. To carry out other duties as may be necessary for the efficient and effective operation of the business, displaying at all times an open minded and flexible attitude to the continually changing environment and organisational demands
Required skills:
· Previous administrative experience.
· Confident answering and making calls
· Good IT skills along with a good working knowledge of Microsoft Office (Word, Excel and Outlook).
· Excellent organisation and administration skills, including good attention to detail
· Be flexible and open to changes
Benefits:
· Casual dress code
· Company pension
· Private health cover (after 6 months)
· 31 days paid annual leave
· Birthday- day off (paid)
Job Type: Full-time
Pay: From £23,809.00 per year
Benefits:
* Company pension
* Private medical insurance
Experience:
* telephone: 1 year (required)
Work Location: In person