Customer Enquiries Advisor (37 hours per week)

onlyFE; East Midlands; On-site; GBP 18,000 - 24,000; Full time

Job summary

onlyFE in Derbyshire is seeking a friendly customer service adviser to be the first point of contact for students, staff and visitors across reception and call centre channels. You will use your excellent communication and IT skills to provide information about courses and facilities, working mainly from a reception area with occasional multi-site shifts.

Hours are typically 08.30-18.15, with ad hoc evenings for events.

Qualifications

• Experience of direct customer contact in a front-line environment.
• Strong IT skills and a good standard of written and spoken English.
• Ability to work on your own initiative and autonomously on reception.
• Willingness to work across multiple sites and flexible hours.

Responsibilities

• Be the first point of contact for queries, information, advice and guidance for students, staff and visitors.
• Handle inbound and outbound calls, providing information about courses and support facilities.
• Support reception, administration duties and data input with a proactive approach.
• Work from the Derby Road base with rotation to the Town Hall site and other locations as required.

Skills

Customer service

Communication skills

Telephone manners

IT skills

Education

Level 2 qualifications

Level 2/3 customer care qualification desirable

Tools

CRM systems

Job description

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.