Customer Service Advisor - Adult Learning

Job Description

6 months contract with a Local Authority

Job Title: Customer Service Advisor

Job Purpose

As a member of the Customer Care and Business Support Team, the Customer Service Advisor will provide a high-quality, customer-focused service to learners, staff, partners, and prospective customers.

The role will act as the first point of contact for all enquiries, providing information, advice, and administrative support to support the delivery of Lifelong Learning and Community Learning Services. The post holder will contribute to the effective operation of the service by maintaining accurate records, supporting enrolment processes, and assisting in various administrative and business support functions.

Key Responsibilities

Customer Service and Reception

• Act as the first point of contact for learners, staff, tutors, managers, and members of the public via telephone, email, letter, and face-to-face contact.
  
• Provide a professional, welcoming, and responsive customer service experience.
  
• Respond to enquiries regarding Lifelong Learning programmes and available learning opportunities.
  
• Signpost learners to appropriate courses, providers, and support services.
  
• Manage appointments and enquiries for Information, Advice and Guidance (IAG) services and curriculum managers.
  

Learner Enrolment and Administration

• Support learners with course enrolment and registration processes.
  
• Assist learners in completing enrolment forms accurately and ensuring all required information is obtained.
  
• Process course fees, issue receipts, and maintain accurate financial and administrative records.
  
• Enter enrolment and attendance information accurately onto Management Information Systems (MIS).
  
• Maintain electronic and paper-based records in accordance with service procedures.
  

Business Support

• Provide administrative support to curriculum managers, tutors, and the wider Business Support Team.
  
• Prepare documents, letters, reports, and correspondence using Microsoft Office applications.
  
• Support the administration and coordination of learning programmes and projects.
  
• Assist with data entry, record keeping, filing, and document management.
  

Communication and Engagement

• Liaise with learners through telephone, email, and written correspondence.
  
• Record and manage learner feedback, complaints, suggestions, and compliments.
  
• Conduct learner satisfaction surveys and gather feedback to support service improvement.
  
• Promote available learning opportunities and community programmes.
  

Centre Operations Support

• Provide reception and front-of-house support at community learning centres and other venues as required.
  
• Ensure information boards, displays, posters, leaflets, and promotional materials are accurate, current, and professionally presented.
  
• Support the day-to-day operation of learning centres.
  

Volunteer and Apprentice Support

• Assist with the induction, supervision, and ongoing support of volunteers and apprentices.
  
• Support learning centre activities and engagement initiatives.
  

Quality and Compliance

• Ensure compliance with Council policies, procedures, Health and Safety requirements, Equal Opportunities, and Diversity policies.
  
• Contribute to service quality improvement initiatives, self-assessment activities, and annual service reviews.
  
• Maintain confidentiality and adhere to Data Protection requirements at all times.
  

Team Contribution

• Attend team meetings, supervision sessions, training, and performance reviews.
  
• Participate in continuous professional development activities.
  
• Undertake additional duties appropriate to the role as required by the Lifelong Learning Business Support Team.
  

Essential Experience

• Experience working in a customer-focused environment.
  
• Experience providing face-to-face, telephone, and email customer service.
  
• Experience working as part of a team.
  
• Experience using Microsoft Office applications, including:
  
• Word
  
• Excel
  
• Outlook
  
• Teams
  
• Experience carrying out administrative and data entry duties.
  

Desirable Experience

• Experience working in an education, training, or learning environment.
  
• Experience supporting enrolment or admissions processes.
  
• Experience working within Local Government or public sector services.
  
• Experience working within diverse and multicultural communities.
  

Essential Qualifications

• 5 GCSEs (or equivalent), including English and Mathematics.
  
• Good level of literacy, numeracy, and IT competence.
  

Desirable Qualifications

• Customer Service qualification.
  
• Business Administration qualification.
  
• Information, Advice and Guidance (IAG) qualification.
  
• Additional qualifications related to customer service, administration, or education support.
  

Knowledge and Skills

Essential

• Excellent customer service skills.
  
• Strong communication skills, both written and verbal.
  
• Good literacy, numeracy, and IT skills.
  
• Ability to work effectively under pressure and manage competing priorities.
  
• Strong organisational and administrative skills.
  
• Ability to maintain accurate records and data.
  
• Understanding of equality, diversity, and inclusion principles.
  
• Ability to respond sensitively to learners and members of the public.
  
• Ability to build positive relationships with learners, colleagues, and partners.
  
• Understanding of confidentiality and data protection requirements.
  

Desirable

• Understanding of adult education and lifelong learning services.
  
• Knowledge of barriers faced by adult learners returning to education.
  
• Understanding of customer service best practices within an educational environment.
  
• Ability to communicate in community languages other than English.
  

Additional Information

• Client: Slough Borough Council
  
• Department: Lifelong Learning Service
  
• Job Title: Customer Service Advisor
  
• Reporting To: Funding and Compliance Officer
  
• Location: The Curve, William Street, Slough, Berkshire, SL1 1XY, United Kingdom
  
• Contract Type: Limited Company/Umbrella
  
• Pay Rate: £18.75 per hour
  
• Working Hours: 37 hours per week
  
• DBS Requirement: Basic DBS Check Required
  
• Working Environment: Office-based across Slough and the Royal Borough of Windsor & Maidenhead (RBWM)
  
• This is an excellent opportunity to work as part of a small, friendly, and dynamic team supporting learners throughout their journey, from enrolment through to achievement.
  
• The customer service operation is cyclical and provides support across both Slough and RBWM.
  
• One post offers the opportunity to work an 8:00 AM start shift.
  
• Immediate Start Available
  
• Bi-weekly payment schedule
  
• Closing Date: Recruitment closing soon – early applications are encouraged.
  

Requirements
• Act as the first point of contact for learners, staff, tutors, managers, and members of the public via telephone, email, letter, and face-to-face contact. • Provide a professional, welcoming, and responsive customer service experience. • Respond to enquiries regarding Lifelong Learning programmes and available learning opportunities. • Signpost learners to appropriate courses, providers, and support services