ROLE: Customer Enquiry Advisor

SALARY: (CC_18-CC_26) £18,057-21,118

OVERALL PURPOSE OF THE JOB

To ensure every customer interaction delivers a great customer experience and to generate sales revenue, and develop income streams for TCCG

KEY RESPONSIBILITIES

 Deal with inbound customer calls, transactional bookings, emails and web enquiries in an efficient manner to ensure every customer receives a great customer experience.

 Conduct 1st stage screening interviews over the phone.

 Interaction with customers via verbal and written communication within agreed department timescales.

 Qualify and Assign web enquiries / applications to the relevant Customer Service Advisor / B2B Team

 Maintain college systems with up to date and accurate information on a daily basis.

 Reporting weekly activity figures to the Customer Service Manager.

 Sales administration to support business development activities and campaigns, including business insights forms and marketing event attendance and follow up.

 Overseeing the customer journey from enquiry, to application and beyond.

 Participate and assist in marketing activities such as Open Evenings, Schools events, Careers Conventions, introductory days, displays and exhibitions etc.

Key Relationships:

Externally: Existing and prospective customers New, current and previous student and learners Customer Service Advisor Job Spec

Page 1 of 4 June 2013 Public or government organisations

Internally: Customer Service Manager Customer Relationship Manager Customer Service Team Commercial Team Recruitment Team Customer Relationship Team Delivery team Finance

Key Skills and Behaviours: Essential:

Proven experience of working towards KPIs within a B2B and / or B2C capacity Proficient in the use of CRM systems to manage a portfolio of customers To be able to work regularly into the mid evening as well as weekends in line with customer need To be able to multi task in a fast paced environment

Desireable:

Experience of working promotional events to effectively sell courses to a range of customers Knowledge of funding, income streams and entry requirements for B2B and B2C within the education sector.

Customer Service Advisor Job Spec

Page 2 of 4 June 2013 Person Specification:

Essential:

Behaviours:

1. A self- motivated, sales focused individual 2. Customer focused with the desire and ability to create partnerships between the organisation and customers by responding to their needs 3. Good communicator and able to build rapport and foster open communication and collaboration with both internal and external customers 4. Good organiser and able to plan ahead to ensure deadlines and agreed timeframes 5. Results focused 6. Takes ownership of own personal performance

Technical:

IT knowledge and skills, to support generation of management information to support decision making. Product & Market Knowledge

Qualifications:

No qualifying criteria

Advice and guidance NVQ level 3

Experience:

Essential: External customer focused environment Ability to work as team to deliver key targets Experienced in performing to set KPI’s Desirable: Experience of working across a multi department network. Experience of working in a sales team Good level of numeracy and literacy ability Full Driving licence and own transport

College Values In addition to job role competencies Cornwall College values are embedded  1. Can do in all roles. Therefore, all employees  2. Caring will be expected to review the College values document and ensure they 3. Celebrating  understand how the values apply to their  4. Connected role and the wider organisation.  5. Consistent  6. Courageous  7. Creative

Customer Service Advisor Job Spec

Page 3 of 4 June 2013 Please note: All employees of Cornwall College are required to undertake mandatory Safeguarding, health and safety, data protection and Equality & Diversity Training. All statutory checks governed by “every child matters” will need to be completed before commencing employment.

Please assume if you have not heard from us within 28 days of the closing date, that you have not been shortlisted for this position.

Customer Service Advisor Job Spec

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