DUTIES AND RESPONSIBILITIES

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					                                      JOB DESCRIPTION
POST TITLE:                  Customer Service Adviser
GRADE:

WORK ARRANGEMENTS:           37 hours per week/52 weeks per year

DEPARTMENT:                  Customer Services

RESPONSIBLE TO:              Senior Customer Service Adviser

JOB PURPOSE                     To provide a professional and high quality customer service
                                 to internal and external customers.
                                To provide a range of professional, first level information and
                                 advice to potential and existing customers, referring to
                                 specialists where appropriate.
                                To ensure effective and efficient Customer Service is provided
                                 at all times.

DUTIES AND RESPONSIBILITIES

Reception

1. To undertake reception duties in a professional and courteous manner and ensure the area is
   kept clean and tidy at all times
2. To liaise with internal departments to ensure prior knowledge of visitors. Ensuring external
   customers are issued with visitor badges and appropriate information on arrival
3. To process enrolments and take payments where applicable
4. To act as a point of contact between college departments and the Estates/Security Team


Telephony, post, communications and stationery

1. To operate the switchboard and enquiry line ensuring all calls are answered in a polite and
   professional manner maintaining high levels of customer service at all times.
2. To monitor and maintain the enquiry system ensuring information on the database is accurate and
   updated regularly.
3. Operate an efficient and effective internal and external postal service by:
            a. Ensuring outgoing mail is prepared for dispatch in a timely and cost effective manner.
            b. Receiving and logging deliveries and liaising with security, estates and other
                colleagues to ensure prompt delivery of incoming mail to recipients.
            c. Distributing mail to college staff in an effective and timely manner.
4. Distribute stationery to Support Teams as required and monitoring internal recharges for these
   items.

Application/enrolment

1. To accurately and efficiently process applications and enrolments, in line with college policy and
   procedures.
2. To be proactive, take responsibility for and resolve problems in a timely manner if forms are
   incorrect or incomplete.
3. To prepare enquiry and application statistics and reports when required by CLT members. To log
   all college applications onto the database within the specified time period and to forward
   application forms to the relevant member of curriculum support.
4. To provide information on the progress of applications to applicants.
5. To refer potential applicants to appropriate staff for in depth exploration of course and appropriate
   advice.
General

1. To respond to internal and external customer requests in a pro active manner.
2. To work in line with the weekly (Monday - Sunday) staff rota’s produced by the Senior Customer
   Service Adviser, which will include early starts and late finishes as part of that rota system
3. To liaise with academic colleagues and marketing to ensure information provided to customers is
   accurate and up to date.
4. To maintain a range of administrative systems and records relating to college customers.
5. To assist with marketing and promotional needs when required including enrolment days and
   open evenings.
6. To continually develop personal skills and knowledge to ensure high levels of customer service.
7. To report any issues relating to the Customer Service function to the Customer Team Leader.


OTHER DUTIES

1. To work as a member of the Customer Services Team, undertaking any additional duties
   commensurate with the grade of the post that may be required in addition to those already stipulated.
2. To comply with all aspects of the Data Protection Act.
3. To apply the college’s own safeguarding policy and practices and attend training as requested.
4. To support and contribute to the implementation of Equality and Diversity and Health and Safety
   practices.
5. To take responsibility for one’s own professional development and continually update as
   necessary.
6. To carry out any other reasonable duties within the overall function, commensurate with the grading
   and level of responsibility of the job.

				
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