Amazon Web Services
JOB DESCRIPTIONJob title: Education Services AdvisorJob Grade:6Date of completion:July 2018Job title of line manager:Education Services SupervisorPurpose of JobThis role is to interact with members, non-members, employers and other customers of the education services. An advisor provides and processes information in response to enquiries, requests and concerns about the services.DimensionsThis team is the contact point for all members and non members requiring education services either through email or telephone. Over a year this team has responsibility for handling over 2,000 admission applications, 25,000 exam entry applications, 2,500 exemptions applications, 700 work based skills applications, 700 exam counselling applications, 1200 professionalism course applications and production of over 3,000 certificates along with the numerous queries associated with these areas and that of careers. The team is also responsible for the promotional aspects of registry which involves updating website, maintaining and promoting the student twitter account, preparing student newsletters, working with colleagues in member support to update the facebook pages and produce promotional literature about the services provided. The team also has responsibility for the maintenance, collation and dispatch of the eShop materials.Principal AccountabilitiesThe person will be responsible for the followingProvide support and advice to customers either by telephone or electronically responding appropriately to queries within agreed time framesProcess application forms received, acknowledging and taking payments within agreed standards and practicesEnsure that Integra database is kept up to date and accurate with customer interactions and transactionsVet and approve applications received for admissions, exemptions, and exam entry within agreed guidelinesDirect requests and unresolved issues to designated resource (line manager or alternative function within registry or another directorate)Provide feedback on the efficiency of the processes and ideas for possible training requirementsWork with the Examinations Team including providing cover at times of peak demand or to cover absence to ensure the smooth flow of information regarding examination setting and session set up.To understand the processes of the Examinations Team and be able to support them, particularly during peak activity to ensure that students are not disadvantaged and receive an excellent level of customer service.Main ContactsEducation Services Supervisor and Learning Operations Manager Examinations teamSuppliersMembers and non-members undertaking assessments, as well as their employer contactsEngagement and Learning Directorate with predominant contact with the Quality and Assessment TeamWider Finance and Operations team including Finance and Procurement Overseas AssociationsDecisionsPrioritising day to day tasks to meet demandsVetting and approving applications within agreed guidelinesDeciding where to direct customer requests and enquiriesComplexityThis team is the contact point for external customers (both members and non members) who wish to use the services that education provides. It is a key part in the execution of the education corporate business plan in an effective and efficient way. Customers will expect their contact to be efficient and friendly regardless of the business volumes. It is crucial that by this role takes responsibility for providing information and advice to members, and non members over a variety of areas in an appropriate manner within agreed deadlines. ImpactThe team provide the first contact with the customers of education services. Without the handling and recording of that information the other areas of registry will not be in a position to vet and approve/reject applications, organise assessments or provide any other areas of the education services. The experience the customer has with this team could influence their behaviour with other areas of the business.Skills, knowledge and experienceEssentialStrong customer service skills Strong communication skills – verbal and writtenAbility to communicate with people at all levelsAttention to detail and accuracyAble to work on own initiative within minimal supervision Adaptable and able to work in a demanding fast paced environment Experience of working with databasesAbility to multi taskDesirableExperience of an exam or education environmentWorking in a professional body environmentOther InformationThere is likely to be occasional out of hours working. ................
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