Berkshire Young Musicians Trust

POST TITLE: Administrator – Customer Services

Post Reference: CS15.01

Report to: Head of Administration

Location: Stoneham Court, Reading

Salary: Starting Point £15000 to £17000 per annum full-time

Main Purpose of Job

Accurate and timely maintenance of both computer based and manual records; responding to telephone and written enquiries; providing direction and support to teaching staff; management of waiting lists and teacher schedules; acting in accordance with internal procedures and processes.

Duties and Responsibilities

Contribute towards the effective day to day running of the Customer Administration Services Team.

Duties may include:

·  Respond to customer enquiries, including telephone enquiries, letters, e-mails and in person.

·  Investigate and resolve invoice queries, disputes or other requests

·  Maintain accurate computer records, including: processing new enrolments and withdrawals; maintenance of customer accounts; maintaining teachers’ timetable data; respecting confidentiality of data at all times.

·  Actively manage waiting lists in conjunction with curricular head

·  Monitor teaching timetables and schedule instrumental lessons

·  Create and maintain family files; including filing.

·  Ensure good financial management by timely and accurate updates to charging records; timely processing of credits and refunds; agreeing and recording payment by instalments.

·  Liaise with teaching staff at all levels; with senior management and with schools

·  Provide daily support to teaching staff by responding to requests for student information, pupil lists, registers etc; notifying schools and music centres of staff absences and arranging cover wherever possible.

·  Liaise with area music centres; acting upon information received.

·  Undertake periodic reviews of teaching registers, taking appropriate action

·  Generate and analyse reports as required

·  Promote effective working by actively seeking to improve processes and procedures

·  Other duties as may be required from time to time.

General Office Duties - assisting with post opening and preparation of outgoing post; photocopying and printing.

SKILL REQUIREMENTS

IT Skills – must be able to demonstrate good IT competency with experience in the use and interpretation of computer held data; good knowledge of Word and e-mail essential; basic knowledge of Excel necessary.

Communication Skills - must be able to communicate effectively both verbally and in writing with customers, teachers and senior staff. Must be able to demonstrate confident /personable telephone skills and competency in letter writing/emailing.

Other Skills – must demonstrate numeric competency and excellent command of written English; ability to work effectively in a team environment or on own initiative; ability to work under pressure at peak periods.

Berkshire Maestros fully recognises its responsibilities for child protection and ensure we practise safe recruitment in checking the suitability of staff and volunteers to work with children. Full details of our policy can be viewed on our website www.berkshiremaestros.org.uk