Customer Enquiries Advisor

Vision West Nottinghamshire College; Mansfield; On-site; GBP 21,000 - 29,000; Full time

Job summary

Vision West Nottinghamshire College is seeking a customer service–minded receptionist to join the front-line team, handling enquiries from students, staff and visitors at multiple sites.

You will manage calls and information requests, provide course details and facility information, and work flexibly across sites with occasional later finishes for events. Strong English and IT skills are essential, with willingness to pursue IAG or Level 2/3 customer care qualifications.

Qualifications

• Experience of direct customer contact in a front-line environment.
• Strong administration skills.
• Good written and spoken English.
• Willingness to work towards IAG qualification and Level 2/3 customer care.

Responsibilities

• Handle reception and call centre enquiries from students, staff and visitors.
• Provide information about college courses and support facilities.
• Manage inbound and outbound calls and perform related admin duties.
• Work across sites with flexible hours including evenings for events.
• Demonstrate the college values: Integrity, Collaboration, Compassion and Ambition.

Skills

Communication skills

Customer service

Telephone manner

IT literacy

Data entry

Education

Level 2 qualification

IAG qualification desirable

Level 2/3 customer care (desirable)

Tools

MS Office

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary The salary will be Band 3b, £25,000 per annum. This is a spot salary.

You will be part of a team that provides a friendly and efficient customer enquiry service, being the first point-of-contact in dealing with queries, information, advice and guidance for new and existing, students, college staff and visitors either face-to-face through the reception areas or by telephone through the call centre.

You will possess excellent communication and customer care skills with a professional, outgoing personality and the confidence and empathy to provide outstanding service to people of all ages, abilities/disabilities and ethnic and cultural backgrounds.

You should have a strong and confident telephone manner. Part of the role will include interaction with the customer via inward and outbound calls, providing information about college courses and support facilities. The ability to work on your own initiative and autonomously, is imperative as you will be based at a reception area within one of our off-site facilities where you will be working independently, whilst working you will be supporting phones, administration duties, outbound calls and any other tasks required within the job role as needed.

You should have relevant experience of direct customer contact in a front-line environment, sound IT skills, appropriate qualifications to at least level 2, including a good standard of written and spoken English. You should possess or be willing to work towards an IAG qualification, have strong administration skills, experience in data input, an organised and accurate approach coupled with integrity, initiative, commitment and the ability to problem solve and a passion for customer care. A Level 2/3 customer care qualification would be desirable, but what is essential is a desire to provide exceptional service at all times.

Whilst the main base is Derby Road, on a rotation basis you will be required to work at our Town Hall site but also be willing to work flexibly across all sites if required. Hours of work are normally between the hours of 08.30-18.15, please note hours may be subject to change during core periods or to ensure that a high level of service is provided at all times and a later working time may be required.

There will be ad hoc evenings where you will be required to stay until 8pm due to events taking place at the college.

The role will require you to embed the college’s values, Integrity, Collaboration, Compassion and Ambition.