Build a Career with Purpose

Job type: Permanent or Part Time

Hours: 37.5 hours per week or Part time

Location: Friars House, Coventry / Hybrid

Reports To: Team Leader

JOB PURPOSE

Responsible for triaging calls to signpost callers to the most appropriate support for individuals requiring Training, Advice or Guidance. Where able, resolve the customers query if further resource or equipment are required, the customer adviser will book appointments and request equipment as appropriate. The customer adviser will need to build rapport and communicate effectively with members of the public and partners and ensure the highest standard of professional conduct. The customer adviser will ensure accurate notes are captured using the CRM system and maintain strict observation of GDPR legislation.

CORE ACCOUNTABILITIES

Stakeholder Management

• Developing strong internal department relationships to facilitate the optimum delivery of contracts
• Participating in regular and ad-hoc meetings with internal staff and where necessary external clients

Finance

• Ensure that any expenditure incurred follows the Company’s purchasing or expenses policies.
• Answer inbound calls within agreed service standards
• Triage callers using the agreed processes to the appropriate assistance
• Record call outcomes accurately and efficiently on our CRM system and any further actions or notes are added in a timely manner
• Complete outbound calls within agreed service standards to deal with voicemails, emails, text messages, missed calls and cross selling opportunities
• Monitor, triage and respond where appropriate to emails received to shared inboxes within agreed service standards
• Schedule courses and appointments as appropriate to the contract or type of booking required to meet contract targets
• Establish key details of each in home learner such as training need, location, health conditions etc. and where applicable escalate to trainers as necessary
• Ensure suitable trainer or partner is sourced as required for each appointment or course ensuring costs and mileage are within contract parameters / budgets
• Deal with complaints and escalate for resolution if required

Contact Centre

Performance

• Work towards individual and team targets set
• Gather data and collate as required to help report on contract progress
• Evaluate performance by analysing and interpreting data and metrics

Operational Excellence

• Work with all departments to identify opportunities to improve efficiencies of systems
• Participate in operational excellence activities

Team Management

No team management requirements

Governance and Compliance

• Responsible for following and implementing all relevant policies, procedures and processes
• Read and accept all Company Policies on an annual basis
• Complete all training requirements for role and renew as required

Safeguarding

• React to any disclosures, comments or behaviours that would suggest a safeguarding concern for children or adults at risk in accordance with the Company Safeguarding Policy
• Record the safeguarding concern using the Safeguarding Report Form giving clear factual information using where possible the individuals own words
• Report the incident to the Designated Safeguard Lead (DSL) or Designated Safeguard Officer (DSO)
• Complete all relevant safeguarding and PREVENT training required for role and renew on annual basis
• Carry out any other duties within the scope of the job title as advised by the line manager

REQUIRED COMPETENCIES AND BEHAVIOURS

Essential

• Experience of working in a contact centre environment or customer service role
• Strong communicator with good networking skills and able to build strong positive relationships with a diverse group of people both internally and externally
• A proactive solution focussed hands on approach to overcome any problems, issues or challenges faced in the role
• Excellent oral, written communications skills as well as supreme attention to detail
• Ability to work in a rapidly expanding company to meet business objectives, whilst balancing autonomy and feedback to your line manager
• Good UK geographical knowledge
• Demonstrable experience of using own initiative to innovate and deliver improvements
• Ability to work in a high-pressure environment with multiple competing deadlines
• Efficient in using office software packages, including Microsoft Office and bespoke CRM systems
• A clear understanding and working knowledge of confidentiality and data privacy requirements within the workplace
• Experience of communicating with and supporting individuals who may be considered vulnerable
• Good understanding of modern technology e.g Smartphones, tablets and laptops
• BPSS clearance or ability to gain clearance is essential