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Objective of the Role:
As part of the Customer Services Team, manage and co-ordinate technical training and soft skills Open Schedule training. This will involve close liaison with delegates, suppliers and our customers. Key Accountabilities and Responsibilities:
- To provide information via telephone, email and our online booking system regarding the availability and suitability of training courses
- Source price and availability of required training courses from a variety of different suppliers to provide the most appropriate training interventions and value for our clients
- Generate increased revenue and margin through the development of our products and understanding of the delegates needs.
- Use and accurately maintain the appropriate systems to book delegates onto courses, managing any reschedules and cancellations to meet our client Service Level Agreements.
- To correctly track revenue and costs and raise purchase orders where necessary
- Ensure that all provisional and confirmation letters, including any joining instructions and courseware are issued in a timely and accurate manner to meet customer and delegate requirements
- Solicit and report on delegate satisfaction surveys, following up any negative feedback
- Act as point of contact for incoming telephone calls and emails
- Ensure emails are actioned and followed-up within expected timeframes
- Develop, maintain and promote relationships between our customers and suppliers
- Provide additional administrative functions to support the team where necessary
- Provide reporting based on a weekly, monthly and ad-hoc basis as required
- Work as part of a team to meet client Service Level Agreements (SLA's).
- To ensure internal system Livebooker is updated with all client queries
Key Competencies:
- Managing the Customer Relationship
- Providing Excellent Customer Service
- Making Change Work
- Attention to Detail
- Planning and Control
- Uses Information Effectively
- Bringing Innovation to Problem Solving
- Team Working
- Influencing
- Self Motivation
Skills, Experience, Attributes and Qualifications:
- Excellent oral and written communication skills
- Intermediate / Advanced Microsoft Office, in particular Outlook
- Problem solving skills
- Knowledge of training industry
- Strong administrative skills
- Strong organisational skills
- Excellent Customer Service skills
- Experience of working to and delivering Key Performance Indicators (KPI's).
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