Customer Services Assistant
JOB PURPOSE
To provide a quality, courteous and professional customer service provision for the efficient and effective operation of the Customer Services function.
MAIN DUTIES AND RESPONSIBILITIES
Customer ServicesProvide administrative and customer service support to all internal and external customers and staff.
Respond to all College enquiries including face-to-face, telephone and electronic, using all available technology and software.
Act as first point of contact, signposting customers to other College Support Services as applicable.
Deal with all enquiries in a professional manner that demonstrates respect and patience at all times.
Complete a range of general administrative duties including answering phones, filing, photocopying, scanning, processing mail, typing letters, data input; and any other admin duties as requested by line manager.
Provide course information and assistance using the available course descriptors.
Process course enrolments via telephone, face-to-face and electronic means, receipting manual or online payments as appropriate.
Cash handling and cash safe keeping in line with College financial procedures.
Participate in all aspects of the full-time and part-time admission and enrolment processes to include open days and other events.
Assist in the production and issuing of student ID cards.
Process Education Maintenance Allowance (EMA), Travel Passes and Free School Meals in line with College Standard Operating Procedures.
Utilise the full range of Microsoft packages to aid document management and retrieval e.g. databases and spreadsheets to manage information.
Assist in the safe retention of records and personal data in line with College policies and procedures.
Data input to the College Information System i.e. student admissions, enrolments, and, in line with College policies and procedures, ensure that records are up to date and accurate.
Ensure confidentiality and compliance is maintained in handling personal or sensitive data.
Provide cover for customer services and other administrative staff during leave periods and other times as necessary.
Any other administrative duties as requested by the Senior Customer Services Officers, Head of Admissions and Information Services, or Senior Management Team.
NOTES
This is a description of the job as it is at present constituted. The duties and responsibilities are intended to give a broad indication of the variety of tasks the post holder may be asked to undertake. It should be noted that a job description is not an exhaustive list of activities and staff may be asked to carry out duties commensurate with the grade of the post. The job description may also be amended to take account of changed circumstances, and staff will be consulted when this is necessary. It is the College’s aim to reach agreement to reasonable changes, but if agreement is not possible, the College reserves the right to insist on changes to a job description after consultation with the post holder.
In carrying out the duties and responsibilities of the post it is expected that the post holder will do so in accordance with the College Ethos, Equal Opportunities Policy and that in doing so the post holder will contribute to the discharge of Section 75 statutory duties and implementation of the College Equality Scheme.
This is a post which is governed by The Protection of Children and Vulnerable Adults (Northern Ireland) Order 2003. Before appointing anyone to this post, it is policy to ask for the relevant check to be carried out by Access NI.
The College operates a no smoking policy and all staff are expected to adhere to this.
In order to deliver its objectives, the College has developed the following set of values and all staff are expected to work within these:
Solution focused
Excellence driven
Responsive
Collaborative
All staff at Principal Lecturer Level and above (including equivalent staff on NJC Terms & Conditions, Band 6 and above) are required to participate in day, evening and holiday cover rotas as required.
All staff are required to contribute to a healthy and safe working environment and to adhere to all health and safety regulations and College policies.
All staff has a responsibility for ensuring that risks are managed at College, team and individual level. This process will include the assessment and effective control of all acceptable risk situations.
All budget holders will be responsible for ensuring the delivery of a balanced budget across their area of responsibility, including the delivery of any agreed cost improvement programmes.
Staff will be expected to participate in staff training and development activities to update and enhance their own knowledge, skills and professional competence needed to fulfil the role effectively.
Please note that a waiting list may be created from this post from which further appointments may be made should the same or a similar post arise within six months of the interview date. Please note such posts may be based at any College Campus.
Customer Services Assistant
Essential Assessment CriteriaHold 5 GCSEs (Grades A–C) or equivalent which must include English Language and Mathematics AND 1 year’s administrative / customer services experience
OR
Hold an NVQ Level 2 in Administration or Customer Service or related subject area AND GCSE English Language and Mathematics (Grades A–C) or equivalent AND 1 year’s administrative / customer services experience
Demonstrate clear evidence and competence in producing a variety of documents using the Microsoft Office applications including MS Word, MS Excel and MS Outlook.
Excellent written and oral communication skills
OCR Word Processing Stage II (Parts 1 and 2) OR ECDL or equivalent
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