Customer Services Officer

3 weeks ago

Worcester, United Kingdom Heart of Worcestershire College Full time

**KEY ROLES AND ACCOUNTABILITIES**
- Front of House & Customer Services_
- Support College Open Events as required
- Support Information Events and New Parent Evenings as required
- To cover Receptions across the estate as required
- Meet and Greet prospective students, members of the public and other visitors
- To undertake training in the roles of First Aid and Fire Marshalling
- To undertake training in the roles of Exam Invigilation
- Admissions_
- To assist in the creation, implementation and on-going administration of a centrally co-ordinated admissions process, taking account of existing good practice and the needs of curriculum areas
- To liaise with CRQ Leaders and Managers over interview dates, course enquiries and any items arising from the Admissions process and the early part of the Learner Journey
- To maintain records on and produce reports from the Admissions database, or other software systems
- To arrange interviews for curriculum teams
- To undertake other clerical duties required to maintain a high quality Admissions process

Enrolment
- Enrol students into the College throughout the year as required, to include taking fees, operating tills, checking forms and dealing with queries within the enrolment process
- Support all enrolment events including Part Time, HE and Professional
- Provide advice on fees and funding issues to prospective students
- To establish eligibility for fee remission based on individual circumstance
- To work in collaborat6ion with the College Finance teams to advise on instalment processes and invoices
- Work with Admissions and Advice Centre Manager and Finance Teams to ensure that fees or other relevant payment is in place
- Take payments throughout the academic year for student fees, trips, and any other necessary payments
- To provide liaison and support between curriculum teams and MIS teams to ensure College has effective systems for collating all student enrolments and curriculum information
- To provide curriculum teams with enrolment information and associated detail to ensure students are enrolled correctly and in a timely manner
- To utilise the Enrolment database ensuring accurate recording of student enrolments, withdrawals and transfers
- To check accuracy and completeness of individual student records
- To update individual student personal details as advised by Curriculum and Support teams

Internal Customer Services
- Support the internal post system including franking of outgoing mail as required
- Follow cash banking processes and liaise with external agencies to ensure the prompt and accurate recording of monies taken in refectories, salons and through main cash tills
- Support the training and ongoing development of Customer Services Apprentice posts as relevant to own work areas and job roles
- Utilise all College systems to provide information and advice, including Pro Monitor and Unit E
- Student Financial Support_
- Deal with queries relating to the College’s various bursary schemes and offer advice to students in financial hardship
- Support the issuing of meal cards, bus passes and train passes through the Advice Centre
- Check completed bursary forms and collate necessary evidence

**GENERAL ACCOUNTABILITIES**

To commit to the safeguarding and promotion of the welfare of children, young people and vulnerable adults

To participate in the College’s Performance Management Scheme and attend such training events as are necessary to enable him/her to carry out the duties of the job description.

To continually improve teaching, learning and assessment through proactive CPD and sharing best practice.

To actively participate in the College’s Quality System, including quality improvement strategies and initiatives.

To undertake such other duties as may be assigned commensurate with the grade and purpose of the post.
- To take reasonable care for the health and safety of him/her and for others affected by his/her work.
- To actively support College Safeguarding, Equality and Diversity policies.
- To operate/conduct all HR tasks and functions within the principles of GDPR.

This Job Description is current at the date shown below and is a guide to the work you will be required to undertake. In consultation with the post holder, it may be changed from time to time by the College to meet changing circumstances.

August 2023

**CONDITIONS OF SERVICE**

All successful applicants will undergo the following checks:

- Enhanced DBS
- 2 x References, one of which must be your current or most recent employer
- Qualification validation check

**SALARY**

The salary range for this post is from £20,182 to £20,925 per annum. Your starting salary will be dependent upon your qualifications and experience. Once you have successfully passed your probationary period, your salary will increase within the salary band on an annual incremental basis, until you reach the top of the salary scale.

**HOURS OF WORK**

The hours of work will be based on 37 hours

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