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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

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