City College Peterborough

CITY COLLEGE PETERBOROUGH

CUSTOMER SERVICE SUPERVISOR

OVERVIEW OF THE ROLE

The role is viewed as being key in enhancing the Service and College’s responsiveness in meeting the needs of the adults, young people, communities and key partners and in achieving our corporate targets and quality standards.

The successful candidate will join a team of dedicated hardworking and committed staff able to work flexibly within the working week and year.

Attention to detail and customer service is crucial to our success therefore, strong inter-personal skills are required for this post as the College and Service continues to expand quality provision and meet targets. The ability to work as part of a team and to be self-motivating is essential.

We are excited about our future and are seeking someone to share and develop our vision for adult learning.

ESSENTIAL PERSONAL QUALITIES OF THE POST HOLDER

This is an important post playing a key part in the continuing success, development and expansion of our service provision.

The successful applicant will be an individual who is focused, with an understanding of the values of our business and customer service requirements. Our colleague will be committed, clear-sighted, able to meet challenges head-on, with the ability to identify new ways of working and to develop these opportunities. He or she will have a friendly and outgoing personality, and will possess the ability to interact with people at all levels. A forward thinker, with a positive “can do”, “will do” approach, together with the ability to work with, and motivate others is essential.

Closing date for receipt of applications:

Interviews will be held:

Pat Carrington MBA FCMI

Principal/Head of Service

Date: June 2016

PETERBOROUGH ADULT LEARNING SERVICE

CITY COLLEGE PETERBOROUGH

JOB DESCRIPTION

SECTION: / Peterborough Adult Learning Service (PALS)/City College Peterborough (CCP)
DEPARTMENT: / Customer Service
Job Title: / Customer Service Supervisor
Grade: / NJC Grade 6 – Sc Pt 18-22 - £17,714 – £20,253
Responsible to: / Support Services Manager

Responsible for:

Customer Service Assistants x 3 and an Apprentice.

Completed by: / Adele Fender
Date: / June 2016

JOB PURPOSE

To take the lead in ensuring a high quality, efficient reception and advice & guidance service, to support funding, income and quality targets.

The responsibilities involveensuring that excellent customer service is offered to all external and internal clients, and developing, monitoring and maintaining excellent customer service and administrative functions and processes, ensuring that work flow is maximised and that information is processed accurately and on a timely basis.

MAIN DUTIES & RESPONSIBILITIES

Lead and motivatea team of staff to provide a professional and high-quality service (at the reception area and by telephone, including providing advice and information to college users, enrolling students and handling payments); ensure the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service and fulfil funding body requirements.
Ensure all customer service staff receive appropriate training for their role; personally coach them to improve performance and raise standards.
Ensure the team are focused on customer service excellence at all times and equipped to advise customers on products and services available, upselling and cross-selling as appropriate.
Display the highest level of verbal and written communication to our customers.
Ensure that calls are answered in line with service standards in terms of efficiency, speed, sales and quality.
Provide effective deployment and management of staff at all times, including evenings and weekends, to prioritize and meet business needs and provide an effective work flow to deadlines.
Maintain and display a sound knowledge of relevant City College Peterborough quality standards and policies and how these relate to customers; handle complaints with professionalism; ensure confidentiality at all times.
Keep up to date with all relevant funding body guidelines and ensure that information is cascaded to the team e.g. on 19+ loans.
Monitor the spending under the Learner Support Fund to ensure that use of funding is maximised.
Ensure that all learner and course data is correctly and accurately inputted into the enrolment system so as to ensure that a complete, valid and timely Individual Learner record is always maintained.
Ensure that administrative procedures and all auditable documentation, including enrolment forms, learning agreements, learner destinations and registers are properly managed and controlled.
Work with internal departments, including Finance and MIS, to ensure accurate and timely financial information and invoicing is maintained and with curriculum teams to ensure that customer requests are fed through.
Provide the line manager with effective information that will identify areas for improvement and show progress of individuals, in relation to service performance, quality and training needs.
Undertake periodic tasks as required by the line manager, Senior Leadership Manager or Principal.
Contribute to ensuring the safeguarding of children and vulnerable adults.
Contribute to ensuring the College’s Equality and Diversity Safeguarding and Prevent duties are met.
Contribute to maintaining the Investors in People (IIP) and MATRIX (IAG) Standards.
Assist in maintaining a minimum Ofsted Grade 2.
Meet the minimum requirements of Continuing Professional Development (CPD).

GENERAL DUTIES

To contribute to team working across the Service
To promote high standards of Health, Safety and Welfare, ensuring that the Service/College complies with statutory requirements.
To undertake other reasonable duties at the request of the Head of Service/Principal.

VARIATION CLAUSE

This is a description of the post, as it is constituted at the date shown. It is the practice of this Service/College to periodically to examine job descriptions, update them and ensure that they relate to the job performed, or to incorporate any proposed changes. The appropriate Manager, in consultation with, the post holder, will conduct this procedure.

In these circumstances it will be the aim to reach agreement on reasonable changes, but if agreement is not possible management reserves the right to make changes to your job description following consultation.

FLEXIBILITY CLAUSE

Other duties and responsibilities expressed and implied which arise from the nature and character of the post within the department (or section) mentioned above or in a comparable post in any of the Organization’s other sections or departments.

Description prepared by: Adele Fender Date: June 2016

Assistant Principal

Description authorized by:Pat Carrington MBA FCMIDate: June 2016

Principal/Head of Service

PETERBOROUGH ADULT LEARNING SERVICE

CITY COLLEGE PETERBOROUGH

PERSON SPECIFICATION

Responsible for:

Customer Service Assistants x 3 and an Apprentice.

Completed by: / Adele Fender
Date: / June 2016
ATTRIBUTES / ESSENTIAL CRITERIA / DESIRABLE CRITERIA
KNOWLEDGE / Proven knowledge of:

Up to date general office and administration practices
Organizing work flow processes to deadlines
Working ina busy customer service administrative environment
Telephone call handling systems

/ An understanding of:

Adult education

IIP and Matrix IAG Standards
Ofsted quality framework for admin data requirements
Administrative procedures and requirements of the SFA.
Student records systems.
Supervising a busy customer service administrative environment

SKILLS & ABILITIES / Proven ability in:

Administrative systems and processes
Excellent inter-personal skills – can relate confidently and productively to people of all ages, abilities and diverse backgrounds
Proficient at using Microsoft Office computer packages
Excellent organisation skills and capable of dealing with competing demands on time
Patient and calm under pressure
Self-starter, able to solve problems in innovative ways.
Prioritising work and meeting tight deadlines
Pro-active team member, willing to help and support colleagues
Writing clear and grammatically correct English
Communicate information and develop individuals to improve their knowledge and skill set
Creative and imaginative

Leading by example
Demonstrating a can do attitude
Doing what is needed to get the job done
Putting the organization at the heart of everything we do.

Managing or supervising staff
Training staff

Experience / Proven experience in:

Working in a busy and diverse environment
Providing high quality Customer Service
Prioritising and organisation
Supervising staff
Providing high quality administrative support

Managing telephone call handling and statistics
Experience of handling sensitive information
Supervision
Delivering coaching to improve performance and customer service

QUALIFICATIONS / Proven certification in:

Good basic standard of education equivalent to A level standard
Level Two in Literacy and Numeracy or equivalent
Hold or be willing to work towards an IAG qualification

Team Leading or Supervisor qualification

NVQ in Business Administration

IT qualification

SAFEGUARDING AND PREVENT / Proven commitment to:

Ensuring the safeguarding of children and vulnerable adults
Ensuring the College’s duties regarding Prevent are met

EQUALITY AND DIVERSITY / Proven commitment to:

Ensuring the College’s Equality and Diversity duty is met

CUSTOMER CARE / Proven record in:

The understanding and practice of effective customer care

PERSONAL CIRCUMSTANCES / Proven record in:

Adaptable and available to work such hours as reasonably necessary for the proper performance of duties this will include some evening and weekend working.

Willing to participate in training for professional development

Full driving licence and access to a vehicle