SALARY: / (CC_18-CC_26) £18,057-21,118
OVERALL PURPOSE OF THE JOB
To ensure every customer interaction delivers a great customer experience and to generate sales revenue, and develop income streams for TCCG
KEY RESPONSIBILITIES
· Deal with inbound customer calls, transactional bookings, emails and web enquiries in an efficient manner to ensure every customer receives a great customer experience.
· Conduct 1st stage screening interviews over the phone.
· Interaction with customers via verbal and written communication within agreed department timescales.
· Qualify and Assign web enquiries / applications to the relevant Customer Service Advisor / B2B Team
· Maintain college systems with up to date and accurate information on a daily basis.
· Reporting weekly activity figures to the Customer Service Manager.
· Sales administration to support business development activities and campaigns, including business insights forms and marketing event attendance and follow up.
· Overseeing the customer journey from enquiry, to application and beyond.
· Participate and assist in marketing activities such as Open Evenings, Schools events, Careers Conventions, introductory days, displays and exhibitions etc.
Key Relationships:
Externally:
Existing and prospective customers
New, current and previous student and learners
Public or government organisations
Internally:
Customer Service Manager
Customer Relationship Manager
Customer Service Team
Commercial Team
Recruitment Team
Customer Relationship Team
Delivery team
Finance
Key Skills and Behaviours:
Essential:
Proven experience of working towards KPIs within a B2B and / or B2C capacity
Proficient in the use of CRM systems to manage a portfolio of customers
To be able to work regularly into the mid evening as well as weekends in line with customer need
To be able to multi task in a fast paced environment
Desireable:
Experience of working promotional events to effectively sell courses to a range of customers
Knowledge of funding, income streams and entry requirements for B2B and B2C within the education sector.
Person Specification:
Essential:
Behaviours:
1. A self- motivated, sales focused individual
2. Customer focused with the desire and ability to create partnerships between the organisation and customers by responding to their needs
3. Good communicator and able to build rapport and foster open communication and collaboration with both internal and external customers
4. Good organiser and able to plan ahead to ensure deadlines and agreed timeframes
5. Results focused
6. Takes ownership of own personal performance
Technical:
IT knowledge and skills, to support generation of management information to support decision making.
Product & Market Knowledge
Qualifications:No qualifying criteriaAdvice and guidance NVQ level 3
Experience:
Essential:External customer focused environment
Ability to work as team to deliver key targets
Experienced in performing to set KPI’s
Desirable:Experience of working across a multi department network.Experience of working in a sales team
Good level of numeracy and literacy abilityFull Driving licence and own transport
College Values / In addition to job role competencies Cornwall College values are embedded in all roles. Therefore, all employees will be expected to review the College values document and ensure they understand how the values apply to their role and the wider organisation.
· 1. Can do
· 2. Caring
· 3. Celebrating
· 4. Connected
· 5. Consistent
· 6. Courageous
· 7. Creative
Please note: All employees of Cornwall College are required to undertake mandatory Safeguarding, health and safety, data protection and Equality & Diversity Training. All statutory checks governed by “every child matters” will need to be completed before commencing employment.
Please assume if you have not heard from us within 28 days of the closing date, that you have not been shortlisted for this position.
Customer Service Advisor Job Spec / Page 1 of 4 / June 2013