Job Description
What you'll work on
We are seeking a full-time office-based Customer Service Advisor to join our Adult Learning team. This is a great opportunity to work for an Ofsted-rated 'Good' service, take part in CPD, and be part of team working to improve the skills and well-being of local residents.
What you'll achieve
1. To be the first point of contact for all adult learning enquires through email, telephone, letter and personal contact. To respond to enquiries from learners and staff, including tutors and managers, for the benefit of the service, in a timely manner.
2. To give informed advice and information to members of the public about learning opportunities available through the East Berkshire Community Learning and Skills Service and signpost learners to other providers and services; collate enquiries.
3. To be the first point of contact at designated community learning locations, and at other venues, as required, providing a responsive high quality customer care in a welcoming environment to all learners and visitors, answering enquires, responding to requests for information and taking enquiries and appointments for the IAG service and curriculum managers.
4. To assist in the enrolment process throughout the year, advising learners on the completion of enrolment forms, ensuring all sections are complete, following service processing procedures, collecting fees, issuing of receipts, filing records, and entering enrolments accurately on to the management information (MIS) system.
5. To operate a variety of systems and computer packages, keep accurate records; both on electronic data bases and in filing systems, assist in the general operation of the centre including supporting tutors on administrative matters.
6. To liaise directly with learners through email, telephone, word processing, supporting managers colleagues, and tutors in their learner liaison and recording complaints, suggestions and comments. Undertake learner feedback surveys through telephone, focus groups and one to one contact.
7. To take an active part in a wide variety of projects and activities that promote the service including maintaining up to date information provided for learners e.g. leaflets, displays are professionally presented e.g. posters and social media, and give support to curriculum managers.
8. To undertake clerical and administration tasks, including compiling service course guide, accurately entering of data, including enrolment and attendance information from registers onto data systems.
9. Take part in induction, 1:1 meetings with the manager, attend meetings e.g. team and staff meetings and to undertake continuing professional development activities.
10. Ensure that all duties are carried out in accordance with agreed council policies and procedures particularly the council’s equal opportunities and diversity, and health and safety policies.
11. To contribute to the development and implementation of the service’s annual self-review and quality improvement plan.
12. As a member of the Lifelong Learning Business Support Team undertake other tasks and responsibilities including covering for colleagues which are commensurate to the grade of the post.
Where you'll work
This role will be primarily based in Slough however the successful candidate will be required to work in various venues across Slough, Windsor and Maidenhead.
A few things to note
The rate for this role is £15.11 per hour Umbrella
The term for this role is 2.5 months initially
Skills you'll need to bring
Experience:
1.1 Essential: Experience working in a customer-focused environment
1.2 Essential: Experience working in a multi-cultural environment
1.3 Essential: Experience working in a team
1.4 Essential: Proficiency in MS Office packages (e.g., Excel, Word, Outlook)
1.5 Essential: Experience using databases
1.6 Desirable: Experience working in an education environment
Knowledge:
2.1 Essential: Understanding of and commitment to equal opportunities and diversity in a customer service environment
2.2 Essential: Knowledge of excellent customer service in face-to-face environments
2.3 Essential: Understanding of barriers/difficulties learners may face when returning to education
2.4 Essential: Basic understanding of health and safety standards
2.5 Desirable: Awareness of the benefits of participating in adult learning programs
Skills/Abilities:
3.1 Essential: Strong literacy, numeracy, and IT skills
3.2 Essential: Clear understanding and ability to apply business processes or procedures, maximising technology use
3.3 Essential: Ability to cope under pressure in various face-to-face situations, including handling complaints effectively
3.4 Essential: Ability to respond sensitively to learners
3.5 Essential: Effective communication with diverse communities via email, letter, telephone, and face-to-face
3.6 Desirable: Ability to speak other community languages
Qualifications:
4.1 Essential: 5 GCSEs, 'A' Levels A to C, or equivalent qualification
4.2 Desirable: Customer service or information and advice-related qualifications, or willingness to work towards one
Equal Opportunities
Business Smart Solutions are a Recruitment Agency - We hire talented and passionate people from a variety of backgrounds because we want our global worker base to represent the wide diversity of our clients. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're passionate about working for a role in local government and share our company values, we encourage you to apply.
BSS is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. BSS considers qualified applicants with criminal histories, consistent with applicable UK law. If you need assistance or an accommodation made due to a disability, please let your recruiter know.
Job Types: Full-time, Temporary contract
Contract length: 2.5 months
Salary: £15.11 per hour
Schedule:
Application question(s):
- describe a situation where you provided exceptional customer service in a multicultural environment. How did you adapt your communication style to ensure a positive experience for the customer?
- Can you provide an example of how you have effectively used MS Office tools (e.g., Excel, Word, Outlook) and databases to manage and organize information in a previous role?
- Share an instance where you had to handle a difficult or challenging situation with a learner or customer. How did you approach the situation, and what was the outcome?
- How do you ensure that equal opportunities and diversity principles are upheld in a customer service environment? Please provide a specific example from your past experience.
- If you speak any other community languages, please list them and describe a situation where you have used these language skills to provide better customer service or support?
Experience:
- Local Government: 1 year (required)
Work Location: One location
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