Part time Customer Services Officer at Heart of Worcestershire College
Job Description
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KEY ROLES AND ACCOUNTABILITIES
Front of House & Customer Services
- Create a welcoming, professional, and friendly atmosphere for all visitors and customers.
- Answer incoming and outgoing calls.
- Provide assistance to college staff and students with general enquiries.
- Record and maintain the visitor management system for Reception.
- Maintain logs for incoming and outgoing post.
- Work in collaboration with the Facilities Team to sign in and maintain Contractor records and work logs.
- Support College Open Events as required.
- Support Information Events and Parent Evenings as required.
- To cover Receptions across the estate as required.
- To undertake training in the roles of First Aid and Fire Marshalling
- To undertake training in the roles of Exam Invigilation
Enrolment- Enrol students into the College throughout the year as required.
- Support all enrolment events including Part Time.
- Provide advice on fees and funding issues to prospective students.
- Work with Admissions and Advice Centre Manager and Finance Teams to ensure that fees or other relevant payment is in place.
- Process progression enrolments for part time returners.
Administration Duties- Support with absence reporting – logging any absences on staff advantage when they are reported via the student absence line.
- Issue ID cards and assist with IT account resets.
- Liaise with cross college support services.
- Send induction information to returning learners.
- Order stationery for the Construction Department.
- Update holiday rota on portal.
- Support construction dept with any required admin tasks such as parent reports, Apprenticeship and bootcamps enquiries and disciplinary letters.
Admissions- Support the admissions process where required to include, acknowledging part time applications, arranging information/interview sessions. Send online enrolment links.
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, create lists and liaise with local bakery
- Check completed bursary forms and collate necessary evidence for student finance team.
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.
June 2023
CONDITIONS OF SERVICE
The appointment is subject to the Conditions of Service for Business Support Staff.
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 pro rata. 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 16.8 hours per week, 52 weeks per annum.
ANNUAL LEAVE
The post carries 25 annual leave days (pro rata), plus eight public bank holidays plus a further five concessionary days as ‘leave to be taken at the Principal’s discretion’.
After 2 years continuous service, your annual leave entitlement will increase to 30 days per annum.
Please note that only in exceptional circumstances, with your Directors permission, will staff be able to take more than 3 consecutive weeks of leave in any leave year.
PENSION SCHEMEThe College operates an occupational pension scheme, namely the ‘Local Government Pension Scheme’.
PROBATIONARY PERIODAll newly appointed staff have to serve a 6-month probationary period. During the probationary period you will have to complete the Corporate staff induction, a Teaching and Learning Induction session if you deliver learning and additional mandatory courses on: Equality & Diversity session, Keeping Children safe in Education, Safeguarding Training session, Prevent, GDPR, Cyber Security and Health & Safety training session. Failure to complete this will prevent you from successfully completing your probation.
FIRST AID & FIRE MARSHALL
As defined in the person specification of the job description, those staff with these responsibilities are required to undertake first aid and or fire marshal duties across the College, when called upon to do so. Staff must ensure they are up to date with the relevant training.
REFERENCES
All candidates have to have 2 satisfactory references.
LOCATION
The successful applicant will be based at Malvern butmay be required to work at other locations from time to time.
VALIDATION OF QUALIFICATIONSThe College will undertake qualification validation by writing to the appropriate educational institute. Only those qualifications which are essential for the post will be followed up.
CONTRACTUAL REQUIREMENT TO OBTAIN A QUALIFICATIONIf you are required toobtain a qualification as a contractual requirement, the College reviews its CPD budget on an annual basis regarding availability of funds, and cannot therefore guarantee that newly appointed staff will receive either part or full funding for the course fees. However, student loan facilities are available.
MATHS AND ENGLISH
All staff are required to have a minimum level 2 qualification in both English and Maths. If you are not already in receipt of one or both of these qualifications, you will be expected to obtain it (them) during your employment at the College.
SAFEGUARDING
The College is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and volunteers to share this commitment. All newly appointed staff will be required to undertake safeguarding training during their probationary period.
Heart of Worcestershire College adheres to the Department of Education’s guidance on ‘Keeping children safe in Education’. As part of your induction, you will be required to read and understand part 1 of this document.
ONLINE CHECKSCandidates shortlisted for interview and then subsequently become successful in the recruitment process and prior to a formal offer of employment being made will be subject to online checks being carried out by a neutral party not directly involved in the recruitment process. Consent for these checks was requested at application stage.
DISCLOSURE & BARRING CHECKAll successful applicants will be required to complete and pay for a Disclosure & Barring Service check. The costs of this check will be deducted from the applicants first salary payment from the College. The College adheres to the DBS Code of Practice and has policies covering the Recruitment of Ex-Offenders and the Secure Storage, Handling, Use, Retention and Disposal of Disclosures and Disclosure Information. Copies of these are available on request.
RECRUITMENT OF EX-OFFENDERSThe College is committed to the fair treatment of its staff, potential staff or users of its services, regardless of race, gender religion, sexual orientation, responsibilities for dependants, age, physical/mental disability or offending background.
As an organisation we use the Disclosure & Barring Service (DBS) to assess the suitability of all prospective appointments. We undertake not to discriminate unfairly against any subject of a Disclosure on the basis of conviction or other information revealed.
Applicants/employees are required to declare any pending criminal prosecutions they may have as well as any spent criminal convictions, cautions, reprimands and final warnings as defined under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975. The only exception to this requirement is that applicants/employees do not need to disclose any ‘protected’ cautions, or convictions as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2013.
Please read the ‘Guidance Note to applicants on disclosing information about cautions and convictions in their application’ document before you complete your application form.
Having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances and background of any offences.
TRAININGAll successful applicants will be required to undertake all mandatory training and update sessions and any appropriate training and development as required, including Health and Safety.
SMOKING POLICYHoW College is a Smoke Free environment from the effects of direct/indirect contact with smoking, including using the following:
- Cigarettes
- E-cigarettes
- Vaporisers
- Pipe smoking
- Cigars
- And all other associated smoking products
APPLICANTS WITH DISABILITIES
Candidates with a disability should contact the HR Department before interview if they require any adjustments to be made for the interview and/or selection tests.
APPLICATIONSA completed application form should be submitted. Curriculum vitae will not be accepted as a substitute.
It would greatly assist the shortlisting panel if the information submitted on your application clearly identifies and demonstrates how your qualities match those listed under the essential requirements on the person specification.
Please remember that it is not sufficient to merely repeat what is in the specification – you must show how you meet each requirement. You must also provide details under ‘previous employment’ which must include all employment undertaken since leaving full time education.Completed application forms should be submitted by 28 June 2023 via our website at www.howcollege.ac.uk
INTERVIEWSThe Interview date for this post is TBC; short-listed candidates will be notified with the details for interview. In view of the high cost of postage, it is not our intention to notify unsuccessful applicants. If you have not heard from us within four weeks of the closing date, please assume that your application has been unsuccessful and accept our thanks for your interest in applying. College reserves the right to withdraw a position before the closing date if the appointment has been arranged or no longer required.
DATA PROTECTION/GENERAL DATA PROTECTION REGULATION (GDPR)Please be aware that HoW College complies with the current Data Protection Act and is currently developing systems to ensure that we will be fully compliant with GDPR when this comes into force in May 2018. GDPR is a European wide update to the Data Protection Act, with more requirements and stronger enforcement. As such we expect all staff to fully comply with the requirements of these legislation. Failure to do so will lead to formal disciplinary action.
Members of staff will be provided with guidance in relation to GDPR to ensure that full compliance is achieved and maintained within the College.
Further information can be obtained by using the following link:
https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/
Updated April 2022
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- Mature, calm and professional attitude
Specific Special Skills
Essential:
- Good written communication and interpersonal skills
- A good team player
- High personal standards of efficiency and effectiveness
- Able to work under pressure and meet deadlines
Desirable:
- Experience of operating a switchboard
- Experience of Admissions and Enrolment processes and database
Requirements
Attainment (e.g. Qualifications, Experience)
Essential:
- Level 2 qualifications in English and Maths or willingness to obtain
- Word processing skills
Desirable:
- Administrative or Customer Services qualifications
- Interest to extend and develop IT skillsPerson Specification
General Skills
Essential:
- Customer Services experience
- Recent experience of working at a similar level of administrative post, with broad administrative duties
Desirable:
- Proven record of dealing with a wide cross section of the public
Disposition/Personal Qualities
Essential:
- Patience, tolerance and the ability to work with diverse teams across College
- Flexible and responsible attitude
- Friendly, flexible and willing to work on own and take initiative
Desirable:
General Points
Essential:
- Usual criminal clearances
Desirable:
No Desirable General Point
Location :Malvern
Closing Date :28/06/2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website
- Mature, calm and professional attitude