Customer Services Advisor

Position:
Customer Services Advisor

Reports To:
Operations Manager

Location:
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:

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

Skills:

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

Qualifications:

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