JOB DESCRIPTION. To assist with the prompt, efficient and fair resolution of customer enquiries relating Grimsby Institute services.

Transcription

1 JOB DSCRIPTION Job Title: Responsible to: Responsible for: Customer nquiry Advisor Reception Supervisor N/A 1. Job Purpose To assist with the prompt, efficient and fair resolution of customer enquiries relating Grimsby Institute services. 2. Key Responsibilities To provide high standards of customer care to both external and internal customers. To maintain excellent customer relations when dealing with visitors at the reception desk, and web enquiries and telephone callers. Input accurate data into - and access information from - Institute central student and enquiry information and communications systems to address internal and external customer enquiries and to carry out related tasks. Provide other administrative support as required. Will include issuing and checking completion of a wide variety of forms, documents and other information. 3. Specific Duties Input relevant data into computerized data systems. Respond to written, telephone and in-person enquiries received and ensuring defined standards of customer service and security are met. Maintain stocks of all marketing materials. Attend and assist the organization of Open days and other Institute marketing events. To provide reception duties where appropriate. 4. Budget Responsibility The post holder is not a budget holder under the Institute Group s accounting systems. However the post holder will be required to observe and comply with the financial regulations of the Institute Group at all times. 5. Continuing Professional Development

2 5.1 The post holder will proactively take part in the Institute Appraisal process. 5.2 The post holder will be expected to attend training and continuous professional development events and be responsible for their own professional updating. 6. Health and Safety 6.1 The post holder will be required: To take reasonable care to safeguard their own safety and that of others with whom they work; To cooperate with designated officers named by the Governors and/or the Principal and any other designated Institute manager to enable the Institute to comply with its obligations. under Health and Safety legislation. Not to interfere with or to misuse anything provided in the interests of health and safety or welfare. To report immediately any defects in plant, equipment or the working environment. 7. quality and Diversity The Institute Group is committed to the provision of equal opportunities and strives to ensure that unfair discrimination does not occur. All employees have a duty to ensure unfair discrimination does not occur and to support the implementation of the Institute Groups quality policy as appropriate. 8. Safeguarding Children and Vulnerable Adults The Institute Group recognises that it has a statutory and moral duty towards safeguarding the welfare of children, young people and, if appropriate, vulnerable adults who participate in any Institute group activities and expects all staff to share this commitment. 9 Values The Institute Group values are an essential part of the Institute Group achieving its core purpose and it is an expectation that these are adopted in daily working. Our learners and customers are paramount. Strive to provide excellence in all we do. Working together, with mutual respect and support. Acting with integrity at all times. 10. Institute Group Policies and Procedures All staff are required to comply with Institute Group Policies and Procedures which can be accessed via the Virtual Learning nvironment.

3 NOT: The job description is current as at the date of the appointment. In discussion with your line manager your post description may be varied to reflect or anticipate changes in or to the post and you may be required to undertake other duties commensurate with the grade of your post. Signed: (Principal) Date:. Signed: (Post holder). Date:.

4 Customer nquiry Adviser mployee Specification D Qualifications & Training Adult Literacy Level 2 (or equivalent). Adult Numeracy Level 2 (or equivalent). Level 2 IT qualification. vidence of related CPD. D Level 2 IAG qualification or willingness to work towards. Specialist Knowledge Up to date knowledge of computerised admissions systems and call centre processes. Up to date knowledge of the range of programmes and qualification on offer to all students at the Institute. xperience An understanding of the education sector. xperience within a similar sized or larger environment, preferably Within a customer services role. xperience of database management. xperience of working within a team. xperience of liaising with a wide range of people. Ability to demonstrate empathy and understanding to people in need of support and help. Skills and Attributes A strong and confident communicator with an excellent telephone Manner. mpathy. Well organised and systematic. Initiative and ability to work without direct supervision. = ssential D = Desirable Thoroughness with an eye for detail. An ability to form effective working relationships with prospective Applicant s, their parents and staff.

5