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