DEPARTMENT OF ENGAGEMENT

JOB DESCRIPTION

Open to Internal Candidates

Post Title:ALL AGE CUSTOMER SERVICE ADVISOR - Employee

Post Ref:POSN0061

Hours:Full time, 37 hours per week, 1.0FTE

Responsible to:Commercial Development Co-ordinator

Status: Business Support

Job Purpose:The main responsibility of this role is to support the training recipient through effective liaison and communications to ensure a high quality customer service is provided. You will further support the Commercial Development Co-ordinator in the achievement of recruitment targets to all College income streams with a main focus on employees and individuals accessing industry related training.

Salary: SCP 19 - £20,870 per annum (SCP 19)

Closing date:Wednesday 8 July 2015at 12:00 Noon

Proposed Interview Date: Monday 20 July 2015

The information given below is intended to provide an outline of the workload of the job and its role within Preston’s College.

The job description outlines the main duties in general terms only and is not intended to be prescriptive.

The post holder will be expected to work in a flexible, proactive manner to carry out such duties as are necessary and to communicate effectively with all work colleagues.

EQUAL OPPORTUNITIES POLICY STATEMENT

Preston’s College is committed to ensuring equal rights and opportunities for all. Recruitment for positions in the College will be carried out in a manner which accords with best equal opportunities practice. The selection of candidates for interview will be based on the personnel specification and applicants should bear this in mind when preparing their applications and completing the application form.

The post holder will be expected to take a lead role in the promotion of the College policies on Equal Opportunities, Health and Safety and Quality Assurance.

SAFEGUARDING LEARNERS STATEMENT

Preston’s College is committed to safeguarding and promoting the welfare of children and young people and vulnerable adults and expects all staff and volunteers to share this commitment. All Preston’s College staff and volunteers are required to undertake mandatory Safeguarding training. The successful candidate for this appointment will be required to apply for Enhanced Disclosure for Regulated Activity through the Disclosure and Barring Service at a cost to themselves. At present this fee is £44.00 and payment will normally be deducted from your first month’s pay. Further information on the Disclosure process can be found at

Corporate Behaviours

  • To promote and deliver the College vision, values and corporate behaviours that are characterised by:
  • Putting the learner first;
  • Empowering and having respect for others, the College and stakeholders;
  • Being enterprising, innovative and ambitious;
  • Taking personal responsibility and accountability; and a
  • Commitment to reflection, continuous improvement and self assessment.
  • To be proud of Preston’s College and play an active role in a “One College” culture focussed on enterprise, outstanding delivery and growth.
  • To be proactive in the development of a culture within Preston’s College which welcomes diversity and promotes equality, removes barriers to learning and promotes and celebrates excellence.
  • To be proactive, adaptable and flexible in responding to what our learners and the markets require to be successful, contributing to the pursuit of excellence and achieving agreed results and outcomes.

Departmental Responsibilities

  • Be the point of contact for learners accessing work related training ensuring they are informed and well communicated with in relation to the training they are undertaking.
  • Ensure pre course information packs are produced including learner feedback forms and appropriate marketing opportunities.
  • Ensure learners accessing industry related training receive high quality customer service, Information, Advice and Guidance before, during and beyond their training programme.
  • Monitor the journey of learners accessing work related training with a view to measuring and reporting outcomes and improving (or maintaining) customer service and satisfaction levels
  • In collaboration with the Commercial Development Co-ordinator & Senior Business Relationship Manager carry out employee facing recruitment activities to contribute to the achievement of College funding and income targets.
  • Provide a strong administration service which supports the Colleges’ customer service standards including; maintaining accurate and timely course information, employee communications, gathering of employee/learner feedback, case studies and testimonies
  • Provide a high quality customer service to all incoming employee & individual enquiries ensuring communications are timely and accurate
  • Utilise and maintain the Colleges’ CRM system in relation to employee and individual related data including the production of reports for commercial related activity and monitoring of service standards
  • Provide support for industry facing events and activities
  • Provide support for recruitment drives and marketing campaigns to internal and external stakeholders to ensure Preston’s College is the first choice for employers and their staff.
  • Work with the Commercial Development Co-ordinator to maintain the business section of the website, support social media updates and plan industry facing provision based on customer demand

Employee Experience

  • Utilise data and strategies to ensure outstanding customer service within employer engagement and to be accountable for sustained improvements in customer service standards
  • Ensure that within the Department robust systems and procedures are maintained and developed to support the production of accurate and timely commercial data
  • Provide timely and relevant information and guidance to current and prospective employees and individuals
  • Maintain employee and individuals records and data for industry related learners in accordance with the College’s data management procedures and use these effectively to drive standards of performance
  • Ensure that an entrepreneurial culture is developed encouraging business idea creation and the development of learners

Learner Experience

  • Ensure effective systems are in place to gather and analyse learner feedback and identify appropriate actions to address learner and customer needs and satisfaction
  • Contribute to the creation of a safe learner culture and ensure that the College's safeguarding procedures are embedded across the Programme

Quality & Planning

  • Ensure that the College, Department and external quality arrangements are consistently applied across the service and that quality control procedures are maintained as a high priority
  • In conjunction with the College's Quality Unit, contribute to the preparation for inspection including the maintenance of quality assurance information

Recruitment and Marketing

  • Work with the Department Management Team to promote course provision and grow learner numbers

People Management and Development

  • Implement agreed systems and procedures to promote personal excellence, learning, and development within the team
  • Maintain a culture and working environment in which team members are valued and in which success is acknowledged and rewarded

Support and actively promote a commitment to the College's policies and procedures

including:

Equality and Diversity policies and initiatives

Financial policies, procedures and regulations

Health and Safety procedures

Staff development

Teaching and Learning Policy

PERSON SPECIFICATION:

All Age Advisor - Employee

Essential/Desirable
  1. Experience

Experience of employer engagement and recruitment in an educational context / E / A and I
Recent experience of using a variety of information systems both computerised and manual / E / A and I
Experience of working in a customer facing role / E / A and I
Experience of working in a demanding administrative role / E / A and I
  1. Qualifications

Level 2 English at minimum Grade C / E / A
Level 2 Maths at minimum Grade C / E / A
Level 2 ICT qualification at minimum Grade C / E / A
Evidence of continuing professional development (CPD) / E / A
Level 3 Information, Advice & Guidance / D / A
  1. Knowledge, Skills and Abilities

Commitment to high quality customer service / E / A, I & T
Effective oral & written communication skills / E / A, I & T
Strong organisational and time management skills / E / A, I & T
Ability to work accurately, under pressure and to tight deadlines / E / A, I & T
Ability to work with mimimum supervision using your own initiative / E / A, I & T
Knowledge of CRM systems / D / A & I
  1. OTHER REQUIREMENTS specific to thE post

Demontrable commitment to safeguarding and health & safety in the working environment / E / A
Willingness and ability to work flexibly throughout the week at alternative locations / E / A