Part-Time Customer Support Advisor Temporary contracts (up to 12 hours per week)

Transcription

1 Part-Time Customer Support Advisor Temporary contracts (up to 12 hours per week)

2 Job description Job title: Customer Support Advisor Grade: 2 ivision: Reporting to: Main contacts: Marketing and Commercial Sales Team Leader Internal: Account Management Team, Marketing ivision, and Membership Journey Team xternal: AAT students Major objectives To contribute to the achievement of AAT s business plan objectives and the efficiency and effectiveness of the organisation by: increasing membership of AAT through communication with enrolled students yet to register to achieve annual sales targets offering customer support to AAT students seeking to register making outbound calls to enrolled students to support and increase AAT membership working as part of a team delivering a first class, professional customer service, using a range of communication methods. Responsibilities Follow up with enrolled students who have not yet registered with AAT in order to expedite student registration emonstrate to enrolled students best practice methods to encourage progression including how to sit their first assessment and how to access AAT student support materials online Accurately record and update information using the CRM database for all activities to support Business evelopment s sales processes Support Team Leaders with call projects assigned from across the company and adjust your customer focus accordingly Identify areas of work that can be streamlined and developed to ensure the objectives of the Business evelopment team are achieved Ability to multitask and be flexible when dealing with enquiries from customers across all areas of the Business evelopment Team.

3 Support the Team Leaders by accepting assignments with an open, cooperative and team orientated attitude. Assist the Team Manager and Team Leaders in training and buddying of new staff. This job description does not form part of your contract of employment. 3

4 Person specification Area escription ssential / desirable? Knowledge Microsoft packages Word, xcel. Skills xperience Use of and internet. Understanding of databases. Professional bodies and accountancy industry. xcellent communication skills particularly questioning and listening, influencing and persuading. Problem solving. Accuracy when inputting and recording information. Aptitude for sales. Able to demonstrate competence gained from relevant customer service experience, preferably call centre activity. ata inputting and analysis. ealing and managing with customer enquiries. Recording and updating data. ducation A Level or equivalent Aptitude Customer centricity strong customer focus. Numerate and analytical. Can do attitude, upbeat and positive. Proactive. Ability to take ownership and responsibility. Organised with good attention to detail. Professional approach to work and to dealing with customers. Team player. 4

5 Our vision, mission and values Our vision: To ensure AAT reaches the heart of businesses. Our mission: To empower people and enable organisations to achieve their potential, by promoting relevant financial skills. Our values: We are customer focused - we understand and consider the needs of all of our customers. We are knowledgeable, proactive, responsive and easy to do business with. We collaborate - we achieve more by working together as a single team. We recognise a job well done and celebrate successes together. We take responsibility and ownership for the work we do. We care about what we do and how we do it - our reputation is important and we strive for continuous improvement in order to make a difference to people s lives. We are authentic - we mean what we say and we do what we say we will. We are genuine, open and honest. We take pride in what we do - We have confidence in our ability to make a positive difference and we are proud that what we do enables people to achieve their potential. We all help to ensure that AAT is somewhere that we are proud to work. How to apply To apply for this hot opportunity please send a CV and covering letter to jobs@aat.org.uk. Closing date: 09:00 on Monday 18 July 2016 Interview date: w/c 25 July 2016 The Association of Accounting Technicians 140 Aldersgate Street London C1A 4HY t: +44 (0) f: +44 (0) e: aat@aat.org.uk aat.org.uk