Customer Services Advisor

4 weeks ago

London, United Kingdom Cleshar Contract Services Full time

Reference Number:
**CCS Group Limited**

Heather Park House North Circular Road Stonebridge London NW10 7NN

**JOB DESCRIPTION**

**Job Title**:Customer Service Advisor

**Location**:Heather Park House, North Circular Road, Stonebridge Park

**Department / Contract no. **Infrastructure Training Services Ltd

**Main Purpose of the role**:To support a team of Customer Service Assistants and ensure all training and assessment administration activities (course planning, associated communications, recording keeping etc) are undertaken in a timely and professional manner at all times whilst providing excellent and efficient customer service to internal and external customers.

**Reporting to**:Head of Customer Service

**Key Relationships**:Internal Project/ Portfolio Managers, External training providers and sub-contractors

**Hours of work **As required by the relevant contract you have been engaged to provide services for with Cleshar

**Role and Responsibilities**
As a Customer Service Assistant, you will
- Support the planning of training programmes.
- Liaise with external customers to process the booking of training and assessment events (as per the company booking procedures) ensuring all enquiries are closed off correctly.
- Build positive relationships with key contacts and customers on a regular basis.
- Provide excellent and efficient customer service to allocated external company accounts.
- Support the accounts department with finance procedures and systems.
- Ensure compliance with governing bodies as guided by the Head of Training function and Industry Standards.
- Attend and participate in team meetings.
- If required, attend, and participate in meetings with customers.
- Assist the finance team in the processing of invoices and over the phone payments from customers.
- Where required, to co-ordinate competency management contracts such as liaising with external employees, booking training/assessments.
- Engage in Continuous Professional Development (CPD) as required by the company.
- Undertake where required, outbound sales calls to prospective new customers as well as promoting special offers to existing customers.
- Inform the relevant external customers of learning outcomes - pass/fail

And specific to internal training and contracts, you will
- Ensure all qualification expiry dates are captured on CMS or equivalent system.
- Generate the expiries list fortnightly and distribution to the department managers, while maintaining a 6 week look ahead
- Effectively plan training requirements on CMS or equivalent system and Training calendar for core skills and specialist skills for; CCS staff based on expiries and ad hoc requests for; Print skills cards and log the issuing of cards on the 'Skills Card Log Register' as required.
- Notify the delegates (and their managers as applicable) of planned training course and sending out joining instructions as appropriate.
- Inform the relevant departments of learning outcomes - pass/fail
- Generate and distribute the weekly 'Missed Report' in accordance with the agreed distribution list for action by

Project/portfolio managers and the wages department.
- Administer yearly D&A and random testing for all SCL staff in a timely manner.

Version 2.0 1 21 May 2019

**CCS Group Limited**

Heather Park House North Circular Road Stonebridge London NW10 7NN
- Generate and distribute weekly 'Course diary' report to all departments
- Generate and distribute weekly 'Course availability list' to all departments
- Undertake filing associated with the operatives’ portfolios and other related paperwork
- Prepare reports (including graphs and data tables) regarding training competencies
- Respond to queries regarding training from both internal customers and operatives.

Health and Safety Requirements
You will
- Comply with the company’s HSQE policies and all other company policies applicable to the effective discharge of your role
- Be familiar with all safety requirements relevant to your post
- Attend client and company safety meetings/briefings as required, ensuring full attendance from your team (s) where you have responsibility to do so
- Comply with fatigue management guidelines

Data Processing
- Identify your portfolio/department GDPR Lead and receive a briefing on GDPR as it applies to your activities.
- Immediately report any suspected GDPR data breach to you portfolio/department GDPR Lead or Head of

Human Resources (HR)

Version 2.0 2 21 May 2019

**CCS Group Limited**

Heather Park House North Circular Road Stonebridge London NW10 7NN

**PERSON SPECIFICATION**

Technical Competency SkillsEssential (E)
You will have the following Desirable (D)
- Ability to adapt and work under pressure and constraints E
- Knowledge of LU, TfL and NWR competencies and eligibilities D

Qualifications and Certifications Essential (E)
You willDesirable (D)
- Business administration or customer service qualification L3 or above D

Soft Skills
You will
- Have good interpersonal co

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