Job Profile
Job Title / Customer Adviser
Reports to / Customer Team Leader
Job Purpose / Provide the front-facing customer service function for the College to prospective and current students Undertake a range of administrative duties including: supporting and attending internal and external marketing events /Open days / Interview days, enrolment, Initial Information Advice and Guidance, and adhoc requirements such as student records updates and finance and loan information
Dimensions / Staff0
SitesAll – as required
SystemsAll
StudentsAll prospective and current students
Budget 0
Principal Accountabilities /
  • Provide high levels of customer service to a range of service users including prospective and current students, through a range of administrative duties
  • To provide initial Information Advice and Guidance (IAG) including courses, fees and finance to prospective and current students
  • To assist in the delivery of open and interview days and off site college promotions
  • Be a key member of the team for the August-September enrolment period. Assisting in the rolling enrolment process
  • Maintain a professional service at all times providing a face to face, telephone and online service to those applying to the College or in need of initial IAG
  • Other duties include (but are not limited to):
Provide exceptional reception services as required
Ensure that students who require support are referred to appropriate staff
Ensure the collection and accuracy of enquiry and enrolment data
Issue student passes
Data input
Maintain student records
Produce letters and emails
Undertake the day-to-day collection and recording of student fees in line with set procedures
To operate a certificate collection process
Promote Equality & Diversity throughout the College
  • Ability to work outside normal office hours as required, particularly to cover enrolment periods. Evenings and occasional Saturdays will be required

This profile covers the core accountabilities within the role; however, the post-holder will be expected to undertake any other duties that may be required by the Customer Services Team Leader and/or Head of Student Recruitment and Marketing.

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Person Specification
Job Title / Customer Adviser
Education / Qualifications /
  • Minimum of Level 2 in English and maths(E)
  • NVQ 3 in Information Advice and Guidance or above (E)
  • A-levels or equivalent education or above (D)
  • NVQ 3 in Business Administration and/or Customer Service (D)

Knowledge /
  • Knowledge of best practice in customer service (E)
  • Knowledge of both online and offline office systems (E)
  • Knowledge of Microsoft Office (E)
  • Knowledge of Safeguarding, the Data Protection Act and Freedom of Information Act (E)
  • Knowledge of the further education sector (E)
  • Understanding of the need for and impact of inaccurate data input (E)

Experience /
  • Substantial experience in a customer/student facing environment providing a high quality information and advice service (E)
  • Substantial experience of providing high level administrative support (E)
  • Customer service experience - face to face, telephone, email and in writing (E)
  • Experience of a busy customer facing environment with multiple priorities (E)

Skills and Personal qualities /
  • Demonstrable customer focused approach (E)
  • Positive and proactive attitude with the ability to cope with change (E)
  • Flexibility and a capacity to work under pressure to meet deadlines (E)
  • Good communication and interpersonal skills and the ability to foster strong and effective working partnerships with staff at all levels (E)
  • Ability to input data fast and accurately (E)
  • Ability to use databases, word processing, spreadsheets to at least an intermediate level (E)
  • High level oral and written communication skills (E)
  • Ability to convey complex messages, simply, to students (E)
  • The ability to work independently, and as part of team (E)
  • The ability to use and act on own initiative in appropriate situations (E)

E – essential D – desirable

Completed by Carole Kitching – Principal and CEO

March 2017

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Commitments expected of all College staff

Equality Statement

Lewisham Southwark College is committed to ensuring equality of opportunity for all who learn and work here. We respect differences in race, gender/identity, ability, religion/belief, age, sexual orientation and class and are committed to removing conditions which place people at a disadvantage and to taking direct action to sustain a culture of zero tolerance of discrimination of any form. All employees are required to actively support and implement the College’s equality policies.

Health and Safety

Every member of staff has a duty to take reasonable care for the health and safety of her/himself and of anyone else who may be affected by what she/he does or does not do at work. All employees have a responsibility to ensure a safe and healthy work place and to comply with the College’s Health and Safety Policy and health and safety legislation.

At Lewisham Southwark College, a key priority is to maintain the safety and security of our campuses in order to support the delivery of outstanding teaching and learning. To do this, the College operates a Duty Management system. Duty Managers will:

  • provide a visible presence and engage with students
  • respond to any incidents that may arise
  • deal with any queries or complaints (where staff require assistance from a manager)

All staff at grade LC7, LC6 or those on spot salaries are expected to fulfil this key responsibility. Full training and support will be provided.

Safeguarding

All staff who teach, train or work regularly with children aged up to 18 and vulnerable adults are required to comply fully with legislation and College policies and practices to ensure learners are safeguarded and protected.

Competency framework

Lewisham Southwark College has developed a competency framework which is aligned with our values and underpins all recruitment, performance management and development processes. The core organisational competencies are:

  • Leadership
  • Self-management
  • Flexible thinking
  • Understanding context
  • Customer orientation
  • Collaborative working
  • Delivering value
  • Communicating with impact

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