Customer Service and Business Support Officer

Job Introduction

This role offers a unique chance to make a significant impact on our professional delivery through direct engagement with both new and existing learners, colleagues and partners. You will be pivotal in supporting day-to-day operations across all our centres, providing the highest quality front-line customer service support, both individually and within a team. A strong problem-solver, you will be proficient in using customer service software and tools, and ideally have previous customer service experience.

Skills & Learning Adult Community Education (ACE) is an Ofsted-rated ‘Good’ provider. We are a cornerstone for adult education across Dorset, offering a diverse range of high-quality learning opportunities aimed at enhancing skills, gaining qualifications, promoting well-being and improving life opportunities for the community we live and work in.

We pride ourselves on our commitment to excellence and our ability to create a positive and supportive environment. If you are passionate about helping others and making a positive impact, as well as thriving in a dynamic and supportive environment, then we welcome you to join us through this exciting opportunity for the role of Customer Services and Business Support Officer. With excellent communication and interpersonal skills, you will have the passion and dedication to eagerly contribute to the continued success of our high-performing team.

Main Responsibilities (please refer to the Job Description and Person Specification):

- Responding to customer enquiries through face-to-face, telephone and digital engagement in a timely and professional manner
- Maintaining accurate records of customer interactions and transactions
- Providing information about products and services
- Collaborating with other departments to ensure that our customers' needs are met
- Identifying opportunities to improve customer service processes
- Assisting with general or specific specialist support/customer service activities and working towards agreed priorities and deadlines
- Giving input into financial, business support and administration systems, ensuring accurate data is provided for each service element
- Assisting in the preparation of service documentation, systems and processes, including monitoring output where needed

You will primarily be based between our Bournemouth and Poole centres, travelling to support Dorset-based centres as and when required. If you would like to be part of our mission to improve life chances, support vulnerable adults, and strengthen our community through education, we would welcome you to apply.
- About BCP Council_
- BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career-defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, world-class, prosperous and inclusive place for generations to come._
- Our Benefits_
- We offer an excellent benefits package to colleagues. Find out more on our website. _As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We have been in a process of collective bargaining since 2019 and have worked positively forward to reach an agreed position with the unions for the new contractual offer. This has taken longer than we hoped and therefore we are having to consider all alternative avenues available to enable us to remove inequality in the organisation as a result of bringing together 3 councils._
- We are in the process of establishing a timescale for implementation, and all colleagues joining us will be included in these changes. We want to reassure everyone that whichever route is taken to reach the new terms and conditions, we can honour continuous service and there will not be any job reduction as a result of the implementation of Pay and Reward. If you have any questions at all about this process, please feel free to raise this with the hiring manager._