Job Description

Customer Service Advisor

ORGANISATIONAL RESPONSIBILITIES:

Reports to:Office Manager

Liaises with:Customer Service Team and Star Bistro Team

MAIN PURPOSE OF JOB:

To create a positive and welcoming introduction to the organisation for all National Star users by providinga consistentprofessional and efficient receptionand administration service. To work effectively alongside student/trainees providing quality on the job training, support and guidance to engage learners in area operational tasks.

PRIMARY TASKS

  • To meet, greet and welcome all students, visitors, parents and stakeholders following current signing in and badging procedures
  • Operate the switchboard in a timely and professional manner, answer and transfer calls to appropriate staff, taking messages where necessary, making effective use of equipment such as hands free wireless headsetsand providing on the job training and support to students on the switchboard.
  • Respond to enquiries, both internal and external,efficiently and effectively using your knowledge of the organisation to direct their enquiries appropriately.
  • Work routinely and consistently with student trainees, providing quality on the job training and opportunity to experience work tasks in the working environment.
  • Provide an effective postal service including franking, weighing and sizing, using appropriate postal service for parcels and other mail, sorting and distributing internal and external mail.
  • Provide a professional internal administration service to National Star in an accurate and timely manner. This may be developed for external customers at a later date.
  • Communicate to all service users, both internal and external,effectively at all times and providehigh quality customer service to all.To work within the rota to cover reception open hours and offer flexibility in working hours to cover all aspects of annual leave, sickness absence and staff training commitments wherever possible.
  • Contribute to the effective service provided by the team by working flexibly, across all customer service areas as required.
  • To support the Office Manager and team members in the development of the service by contributing ideas, providing feedback and participating in team meetings.
  • Towork collaboratively with colleaguesas a team and particularly when working under pressureor to meet specific deadlines.
  • To demonstrate a professional, proactive and motivated attitude in all aspects of work.
  • To demonstrate personal commitment to equality to ensure we develop a community which celebrates and values diversity.
  • To fulfil requirements of the organisation’s appraisal and support and development systems, supporting an effective working practice. Attend appropriate training as required.

SAFEGUARDING

National Star takes seriously its responsibility for safeguarding and is committed to safeguarding and promoting the welfare of young adults and children and requires that all staff share this and act accordingly by applying organisational policy and procedure and attending annual safeguarding training.

EQUALITY & DIVERSITY

Through personal example and clear action demonstrate commitment to equality and diversity ensuring equality of access and treatment in employment and service delivery to all.

HEALTH & SAFETY

Promote the organisation’s Health and Safety at Work Policy and Procedure and ensure these are implemented effectively within the department

Person Specification

Essential / Desirable
Previous experience / Operating a switchboard and providing a reception service
Administration experience in a busy office environment / Previous experience in providing reception and administration support within a college or educational setting
Previous experience of providing on the job training to colleagues or trainees
Education/Knowledge / Education to Level 3 / Level 3 administrative or secretarial qualification
Level 2 English and Maths qualifications
Skills / Able to work effectively using own initiative and deal with enquires
Good level of organisational and planning skills
Communicate effectively (written and oral) and good interpersonal skills
Strong administrative skills
Use information technology confidently and competently
Adaptable to work with a range of people with differing abilities
Able to establish and maintain good working relationships / Use of Microsoft Word, Excel, Powerpoint, Publisher and Outlook
Personal Attributes / Flexible and adaptable,
Problem solving approach
Self-motivated
Able to remain calm under pressure
Confidential
Punctual and reliable
Other / Able to work days, evenings and weekends on a rota basis and work flexibly to provide additional cover wherever possible. All staff will work at least one evening and one weekend day shift.
Have respect and understanding of the needs of students, their families and other stakeholders and work effectively with them
To be passionate about the role of the National Star in changing lives and supporting young people to develop skills for adulthood

Customer Service Advisor

October 2016