Do you pride yourself in your strong customer service skills?
Are you a highly organised individual?
Then consider the role of Administrator at Reed in Partnership!
What is the role about?
The Administrator post supports a team of Employment Advisers and Trainers in the delivery of employability and vocational training and information advice and guidance (IAG) to participants referred to us by Job Centre Plus and other referral partners. The Administrator provides an excellent customer service by telephone and to those attending our offices; enters customer data into several databases; assists the training team with preparing training rooms, registration, attendance data management and evaluation of courses; and liaises with employers to ensure we can evidence customer progression.
The Administrator will have excellent organisational skills, exceptional attention to detail, experience in providing an excellent face to face and telephone-based customer service and will be able to input data at speed and with a high degree of accuracy.
Just some of your day-to-day responsibilities will include
- Receiving in some cases incoming customer referrals from Job Centre Plus or other referring organisations and booking initial appointments with advisers.?
- Carrying out against a set of prescribed rules, ID and eligibility checks for new participants as directed by the line manager, handling queries relating to these checks and chasing any missing documents with Advisers and participants accordingly.
- Setting up individual customer records on internal databases on the basis of information supplied by participants and their advisers.?
- Submit of relevant claims paperwork to the risk team to the Risk team as necessary.?
- Compile up to date lists of participants attending courses and print out registers for the use of trainers immediately prior to course commencement.?
- Cross-referencing against check lists to ensure that all relevant activities, checks, data input, document scanning and database field completion relating to course commencement for a customer has been carried out prior to submitting an S4 claim form on the database.?
- Assisting with general queries about the programme from participants both in person and by telephone, providing them with a professional service and timely response to any queries that cannot be resolved there and then?
- Working with Adviser and Trainer teams on any inconsistencies, inaccuracies or gaps in their paperwork that are identified to obtain correct and full information to enable the completion of the above activities.?
- Input distance travelled information into the Survey Monkey system following progress reviews carried out with Advisers and on the basis of information provided to the Administrator by the Advisers.?
- Issue vouchers and petty cash through the personal job account, according to strict rules as provided, carrying out regular reconciliations of vouchers and petty cash as required and reporting this to the finance department and line management.?
- Carrying out, as directed by the line manager, telephone-based contact with participants to encourage and remind them to complete evaluation of service surveys?
To be successful in this role, we are looking for someone with
- At least one year's previous demonstrable experience in providing a high quality customer service both face to face and by telephone in a target driven environment such as a contact centre or retail environment.
- At least one year's previous demonstrable experience of high volume input into complex databases where accuracy is essential
- Advanced knowledge of Excel and Microsoft Word
- A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
- GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage.
- Ability to work under pressure to short timescales and multi-task a variety of competing activities concurrently, managing expectations of all parties adequately in the process
- A very high level of attention to detail with a desire to ensure accuracy at all times
- Excellent decision making skills
Desirable Criteria:
- Knowledge of the Government's Skills or employability agenda ideally gained through work within the sector
- Fluency in more than one language
- Understanding or experience of training or learning administration.