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Customer Services Advisor

Customer Services Advisor

Reports To:
Operations Manager

Bracknell, Berkshire

Purpose of the Role:

To be responsible for ensuring the provision of excellent service to ILX Group customers and employees alike, in relation to best practice classroom-based training and related services.

Responsibilities/Key Duties:

  • Course administration
  • Ensuring that public scheduled and client specific training events are delivered to the highest quality standards with the correct materials, trainers and facilities being available
  • Issuing Joining Instructions and pre-course reading for public and corporate courses
  • Managing changes to exam dates, venues and cancellations as appropriate
  • Provide advice and support to other teams within the ILX Group
  • Exam administration
  • Ensuring public scheduled and custom exams are booked and processed in accordance with the required deadline
  • Other Liaising with clients and departmental managers to book delegates onto exam events
  • Advising clients of exam results and sending certificates
  • Process invigilator applications
  • Stakeholder/client support:
  • Receiving and answering verbal and written queries received from clients and internal staff in a timely manner
  • Travel administration
  • Assisting with travel arrangements for trainers


Other duties to include holiday and absence cover for colleagues in the operations team and as directed by the Customer Services Manager and Operations Manager

Key Metric Areas:

  • Accuracy of task completion
  • Achievement of agreed objectives
  • Customer complaints
  • Customer centric in all areas
  • Excellent oral communication
  • Energy, enthusiasm and tenacity


  • Use of software including ideally Microsoft Excel, Word and PowerPoint
  • Ideally familiar with the use of database packages


Educated to GCSE standard including English and Mathematics

Personal Attributes:

Self-motivated with good organisational skills and able to fit into a diverse team of people

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