Customer Service Co-ordinator

Customer Service Coordinator

Permanent, full time

Salary: £31,829 - £33,782

Role Purpose

Reporting to the Head of Student Services the postholder will line manage a team of customer service assistants and be responsible for ensuring each campus or centre provides high quality customer facing services and assigned tasks are carried out and completed in line with business needs.

The postholder will work closely with the college leadership team to provide effective and efficient front of house delivery, offering a high quality service to ensure the College reputation is integral to the practise and ethos of the team.

Key Responsibilities

• Coordinate a team of customer service assistants to provide high quality front of house services at all locations during core hours and some evenings.
• Carry out appraisals, arrange relevant training and manage performance of staff in the area.
• Ensure the central college inbox is managed and maintained to ensure timely and accurate responses.
• Monitor and maintain the main college phone number to ensure response times meet college KPI’s, greeting and holding messages are relevant, up to date and changed in a timely manner as necessary.
• Ensure external visitors are provided with relevant health & safety and safeguarding information on arrival.
• Manage the issuing of temporary student and staff ID cards, keeping appropriate records.
• Liaise with the Clerk to the Corporation to ensure external visitors such as Ofsted, Governors and Funding Bodies are welcomed in accordance with college expectations.
• To ensure that all reception areas are maintained to a high standard, reflecting the culture and values of the college.
• Ensure that college students are signposted to the relevant departments and supported with any enquiries or concerns.

Skills and Experience

• Understanding of professional customer care requirements.
• Ability to respond helpfully and efficiently to a wide range of telephone, email and in person
• enquiries.
• Good standard of written work to produce accurate and clear documents or messages.
• Ability to read, absorb and apply new information and explain details to clients or staff.
• Ability to carry out instructions with minimum supervision
• Working knowledge of Microsoft Office (Word, Excel, Outlook, Access) or equivalent.
• Understanding of record-keeping using database methods.
• Good organisational skills with attention to detail.
• Ability for problem-solving and prioritising tasks to meet deadlines efficiently.
• Adaptability to work effectively on own initiative and as a supportive team member