Customer Services Advisor

New City College; Loughton; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Accessibility for wheelchair users

On-site facilities

Staff development

Travel loan options

Health cash plan

Employee assistance program

Discounts

Job summary

New City College is seeking a Customer Service Advisor to join a professional and welcoming team. The role covers front counter support, handling enquiries by face-to-face, phone and email, and processing applications and enrolments.

You will support college recruitment events, organise ESOL assessments, handle Oyster applications and TfL portal tasks, and manage payments and learner file audits. DBS/background requirements apply as stated.

Qualifications

• At least 1 year experience in an advice or information environment.
• Willing to work towards Level 3 in IAG, Customer Service or equivalent.
• Excellent verbal and written communication skills.
• Confident, friendly and committed approach.
• Strong IT, administrative and organisational skills.
• Understanding safeguarding and equality in education.

Responsibilities

• Front counter support face to face, by telephone and email.
• Process applications and enrolments/fee assessments.
• Support recruitment events: Open Evenings, Open Days, Adult Enrolment Events, Applicant Days.
• Organise ESOL Assessments and manage Oyster/TfL portals.
• Take payments for enrolments, ID cards and trips.
• Audit learner files and deputise for Customer Services Manager when needed.

Skills

Customer service

Communication

Administrative skills

Education

Level 3 qualification in Information, Advice and Guidance (IAG) or Customer Service

Job description

Are you passionate about delivering exceptional customer service and supporting learners on their educational journey? New City College is seeking a dynamic and enthusiastic Customer Service Advisor to join our professional and welcoming team.,

Key Responsibilities

• Front counter support - face to face, telephone and email enquiries with both internal staff and students and external visitors
• The processing of applications
• Processing enrolments/fee assessment - during the summer and throughout the year (adult termly enrolment, and short notice Job centre referred SBWA - Rail etc.
• Supporting college recruitment events - Open Evenings, Open Days, Adult Enrolment Events, Applicant Days.
• Organising ESOL Assessments
• Oyster applications and TfL portal
• Taking payments for enrolments, ID cards and trips
• Auditing learner files
• Deputising for Customer Services Manager when unavailable

Qualifications, Experience & Requirements

You will have at least one year's experience working in an advice or information environment and either hold, or be willing to work towards, a Level 3 qualification in Information, Advice and Guidance (IAG), Customer Service, or an equivalent field. You will be an excellent communicator, able to engage clearly and professionally both verbally and in writing. A confident, friendly, and committed approach is essential, along with strong IT, administrative, and organisational skills. You will also demonstrate a clear understanding of the importance of safeguarding and promoting equality of opportunity in an educational setting.

About New City College

New City College is proud to be an Ofsted Outstanding college, the largest in England to receive this top rating. With campuses across east London, south-west Essex, and two language schools, we are a sector leader in further education. Joining NCC means becoming part of a forward-thinking, collaborative team committed to delivering high-quality education and skills that benefit our students and communities. We offer industry-standard facilities, expert staff, and strong partnerships with leading organisations. Our focus on future-ready skills and technology ensures students are well-prepared for higher education or employment, and employers trust us for staff training and development. Following the merger of seven colleges, NCC has become one of the UK's most influential FE providers, offering sixth form education, adult learning, apprenticeships, ESOL, EFL and SEND.

With a turnover of £130 million, 20,000 students and 1,800 staff, we are a major force in the sector. We are proud of our inclusive, diverse community and have a zero-tolerance approach to racism and discrimination. As we look ahead, we remain committed to investing in our people and resources to provide an excellent, supportive learning environment that meets the needs of both students and employers. We are committed to building a workforce that reflects the diversity of the communities we serve and actively welcome applications from candidates from Black, Asian and Minority Ethnic backgrounds. This does not prevent any other candidate with or without a protective characteristic from applying for our jobs.

Compliance & Checks

As the College supports a number of children and vulnerable adults, all staff are exempt from Section 4(2) of the Rehabilitation of Offenders Act 1974. Accordingly, all staff will be subject to an Enhanced DBS check, along with a check of the Children's Barred List if engaged in regulated activity. Any offers of appointment may be withdrawn if these checks prove unsatisfactory. Self-disclosure will be required as part of the recruitment process. Failure to make a full disclosure or to provide sight of your DBS certificate may result in the withdrawal of your offer of employment. The College's DBS policy on the recruitment of ex-offenders is available upon request.

Benefits

• Pension: New City College provides a career average pension scheme for all staff (TPS or LGPS)
• Accessibility: All college sites are easily accessible for wheelchair users and via public transport (bus, DLR, or tube).
• On-Site Facilities: Free access to on-site gym facilities at some campuses and on-site cafes serving subsidised food and drinks.
• Staff Development: Five CPD (Continuing Professional Development) days per year, with access to industry-standard facilities and a collaborative working environment. Leading to opportunities for career advancement and professional development in a supportive setting.
• Financial Perks: Interest‑free loans for annual travel season tickets. Health cash plan (reimbursement for dental, optical, and therapy treatments) and a completely confidential Employee assistance program.
• Discounts: Save money on day-to-day expenses, shopping, dining out, DIY, and travel.