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Wolverhampton, West Midlands
Customer Service Agent - Adult Education
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Contract Type: Contract |
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Salary: £9.55 per hour |
Overview
Job Description Post Title: Customer Support Agent Directorate: Education Service Group: Adult Education Division/Team: Student Services Responsible to: Student Services Manager Responsible for: N/A Location: Any suitable location within the City of Wolverhampton 22 hours per week, 9.15-2.45 pm, Mon- Thur, 22 hours per week, Term time only. Job Purpose and Role To provide high quality front line customer service for people who contact Adult Education Wolverhampton. Responding to phone calls enquiries professionally and appropriate in a helpful and friendly manner providing an exemplary customer experience. Contribute to the monitoring of all enquiries received to reassure the service that enquiries are responded to in a timely manner and to inform curriculum offer and service delivery. Principal Duties and Responsibilities Provide excellent customer service to the public and colleagues, ensuring where possible they are resolved at the first point of contact To actively promote a positive and forward thinking, customer orientated culture Take a customer view in considering new initiatives Effectively manage incoming phone call enquiries in a timely manner Identify the customer's needs and respond appropriately and professionally Provide clear information about our services and courses, ensuring the most up to date information is available Record comprehensive details of the enquiry and follow up action taken via the Enquiries Tracking system Refer the enquiry to the most appropriate member of staff, team or external organisation as appropriate Page 2 of 2 Communicate key information effectively Monitor that all follow up action has been carried out on all enquiries received by AEW and chase responses for any outstanding actions not undertaken Run reports on enquiries received by AEW to inform service delivery and curriculum offer Support the Student Services team to respond promptly to enquiries received via email and the website. To handle customer concerns with understanding and patience to prevent escalation to possible complaints Monitor online reviews received and co-ordinate responses where appropriate (e.g. google, Facebook etc.) To demonstrate high levels of discretion and sensitivity at all times To support and promote the safeguarding of our learning community May be required to work weekends and evenings To act in accordance with the Council's Constitution and other Codes of Conduct. To participate in staff development, appraisal and training as appropriate, including continuous professional development. To comply with the Council's agreed policies and procedures including but not limited to Health and Safety, and Equal Opportunities Policies, the Data Protection Act, Freedom of Information Act, Financial Management Regulations and other relevant Council and Government Regulations, Directives and City wide priorities. To undertake any other tasks, duties and responsibilities as directed and appropriate to the grade and role of the post subject to any reasonable adjustments under the Disability Discrimination Act 1995 as incorporated into the Equality Act 2010. To participate in the wider development of the service and contribute to service improvement as required.