Customer Service Centre Advisor

The Role:

Are you passionate about delivering exceptional customer service and supporting learners on their educational journey? New City College is seeking a dynamic and enthusiastic Customer Service Centre Advisor to join our professional and welcoming contact centre team.

As a key member of our omni-channel contact centre, you’ll provide a seamless and supportive experience to all college stakeholders via phone, email, and other communication platforms. You’ll play a vital role in promoting New City College as the first choice for prospective students and the wider community.

Key Responsibilities:

• Deliver outstanding customer service across all contact channels
• Provide accurate and up-to-date information on courses, fees, and student support
• Support recruitment and enrolment through inbound and outbound communications
• Maintain accurate records and ensure compliance with GDPR
• Contribute to continuous improvement and uphold safeguarding practices

Who You Are:

You will have at least one year’s experience working in an advice or information environment and either hold, or be willing to work towards, a Level 3 qualification in Information, Advice and Guidance (IAG), Customer Service, or an equivalent field. You will be an excellent communicator, able to engage clearly and professionally both verbally and in writing. A confident, friendly, and committed approach is essential, along with strong IT, administrative, and organisational skills. You will also demonstrate a clear understanding of the importance of safeguarding and promoting equality of opportunity in an educational setting.

What We Offer:

• Pension: New City College provides a career average pension scheme for all staff. Support staff fall under the Local Government Pension Scheme
• Accessibility: All college sites are easily accessible for wheelchair users and via public transport (bus, DLR, or tube).
• On-Site Facilities: Free access to on-site gym facilities at some campuses and on-site cafes serving subsidised food and drinks.
• Staff Development: Five CPD (Continuing Professional Development) days per year, with access to industry-standard facilities and a collaborative working environment. Leading to opportunities for career advancement and professional development in a supportive setting.
• Financial Perks: Interest-free loans for annual travel season tickets. Health cash plan (reimbursement for dental, optical, and therapy treatments) and a completely confidential Employee assistance program.
• Discounts: Save money on day-to-day expenses, shopping, dining out, DIY, and travel.

Technology Access: Office 365 and Adobe Suite available for personal devices

About New City College:

New City College is proud to be an Ofsted Outstanding college, the largest in England to receive this top rating. With campuses across east London, south-west Essex, and two language schools, we are a sector leader in further education.

Joining NCC means becoming part of a forward-thinking, collaborative team committed to delivering high-quality education and skills that benefit our students and communities. We offer industry-standard facilities, expert staff, and strong partnerships with leading organisations. Our focus on future-ready skills and technology ensures students are well-prepared for higher education or employment, and employers trust us for staff training and development.

Following the merger of seven colleges, NCC has become one of the UK’s most influential FE providers, offering sixth form education, adult learning, apprenticeships, ESOL, EFL and SEND. With a turnover of £130 million, 20,000 students and 1,800 staff, we are a major force in the sector.

We are proud of our inclusive, diverse community and have a zero-tolerance approach to racism and discrimination. As we look ahead, we remain committed to investing in our people and resources to provide an excellent, supportive learning environment that meets the needs of both students and employers.

We are committed to building a workforce that reflects the diversity of the communities we serve and actively welcome applications from candidates from Black, Asian and Minority Ethnic backgrounds. This does not prevent any other candidate with or without a protective characteristic from applying for our jobs.

As the College supports a number of children and vulnerable adults, all staff are exempt from Section 4(2) of the Rehabilitation of Offenders Act 1974. Accordingly, all staff will be subject to an Enhanced DBS check, along with a check of the Children’s Barred List if engaged in regulated activity. Any offers of appointment may be withdrawn if these checks prove unsatisfactory. Self-disclosure will be required as part of the recruitment process. Failure to make a full disclosure or to provide sight of your DBS certificate may result in the withdrawal of your offer of employment. The College's DBS policy on the recruitment of ex-offenders is available upon request.