JOB DESCRIPTION

Job Title: Customer Service Advisor
Location: Heather Park House, North Circular Road, Stonebridge Park
Department / Contract no. Infrastructure Training Services Ltd
Main Purpose of the role: To support a team of Customer Service Assistants and ensure all training and assessment administration activities (course planning, associated communications, recording keeping etc) are undertaken in a timely and professional manner at all times whilst providing excellent and efficient customer service to internal and external customers.
Reporting to: Head of Customer Service
Key Relationships: Internal Project/ Portfolio Managers, External training providers and sub-contractors
Hours of work As required by the relevant contract you have been engaged to provide services for with Cleshar

PLEASE CONTACT THE HR TEAM AT RECRUITMENT@CLESHAR.CO.UK FOR THE FULL JOB DESCRIPTION.

Job Types: Full-time, Permanent
Pay: £13.00 per hour

Benefits:

• Company pension

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person
Reference ID: CUSTSERVADV_202

As a Customer Service Assistant, you will…
- Support the planning of training programmes.
- Liaise with external customers to process the booking of training and assessment events (as per the company booking procedures) ensuring all enquiries are closed off correctly.
- Build positive relationships with key contacts and customers on a regular basis.
- Provide excellent and efficient customer service to allocated external company accounts.
- Support the accounts department with finance procedures and systems.
- Ensure compliance with governing bodies as guided by the Head of Training function and Industry Standards.
- Attend and participate in team meetings.
- If required, attend, and participate in meetings with customers.
- Receive sales calls from external customers and administer emails and online bookings.
- Assist the finance team in the processing of invoices and over the phone payments from customers.
- Where required, to co-ordinate competency management contracts such as liaising with external employees, booking training/assessments.
- Engage in Continuous Professional Development (CPD) as required by the company.
- Process new external customer applications.
- Promotion of the online booking system to customers and processing applications.
- Undertake where required, outbound sales calls to prospective new customers as well as promoting special offers to existing customers.
- Inform the relevant external customers of learning outcomes - pass/fail
And specific to internal training and contracts, you will…
- Ensure all qualification expiry dates are captured on CMS or equivalent system.
- Generate the expiries list fortnightly and distribution to the department managers, while maintaining a 6 week look ahead
- Effectively plan training requirements on CMS or equivalent system and Training calendar for core skills and specialist skills for; CCS staff based on expiries and ad hoc requests for; Print skills cards and log the issuing of cards on the ‘Skills Card Log Register’ as required.
- Work closely with Project/ Portfolio Managers to ensure that training is planned around the operational demands of the business (applying the 6-week rule as applicable).
- Notify the delegates (and their managers as applicable) of planned training course and sending out joining instructions as appropriate.
- Inform the relevant departments of learning outcomes - pass/fail
- Generate and distribute the weekly ‘Missed Report’ in accordance with the agreed distribution list for action by
Project/portfolio managers and the wages department.
- Administer yearly D&A and random testing for all SCL staff in a timely manner.