Customer Service Advisor

BPP University
£15,000 - £19,999
10 Nov 2019
15 Nov 2019
Contract Type
Full Time
Permanent, part time (30 hours per week)

Shift rota as required to cover the opening hours of the centre, plus overtime as required

Who we are

BPP is a global education provider delivering apprenticeships, professional qualifications, degree courses and professional development programmes.

Working at BPP, you are joining a community of committed, passionate and self-determined people. As a business, and in our individual teams, we support each other, encourage new ideas and aim for excellence in all that we do. An ethos of challenging convention runs through the business and we all work together towards our common goal of Building Careers Through Education.

What you'll do

Provide proactive customer service and excellent facilities services to customers, visitors and staff.

Roles and responsibilities will include

Customer Service
  • Provide an excellent front of house experience for all students and visitors
  • To provide a seamless approach to customer service at the study centre. This includes being first-line support for all student queries, regardless of qualification. As an example, for University College students, you will be expected to be able to resolve the majority of queries for students at the desk, and to appropriately refer queries on to specialist teams as appropriate, within agreed processes. This may involve referrals to on-site or remote Student Services staff (such as student advice, careers and library), Registry staff (such as student records, learning support and exams), IT and faculty. You will also assist with the delivery of some on-site processes such as taking in documentation for faculty or handing out materials to students, as agreed by your line manager with the team requesting this work.
  • Assist with registration as required, liaising with SRO
  • Build close relationships with students, maintain excellent product knowledge, and use this to advise students on their options
  • Be an ambassador to prospective students. Offer to meet them at the BPP site and show them around. Follow up leads from open days etc.
  • Proactively formulate improvements to local service
  • Ensure telephones are appropriately resourced and answered in accordance with established service levels, and ensure that student email queries are replied to within 24 hours.
  • Ensure onsite customer service queries and issues are resolved to an exceptional standard both promptly and efficiently.
  • Provide the first point of contact for customers and visitors, react to any building queries and liaise with the FM team to ensure prompt resolution.
  • Cover reception as part of a rota (includes weekends and evenings).
  • Undertake welcome calls (faculty and product specific) as directed by Regional Learning Centre Manager/Team Leader/MD.
  • Manage the centre's Computer Based Testing (including TOPCIMA). This may include: organising rooms, computers, download of exams, invigilate and/or arrange invigilation as and when required, course instance setup, scheduling of CBAs, software updates, purchase of vouchers.
  • Coordinate distribution of all course material including course exams and the monitoring of markers and admin related tasks.
  • Provide support for BPP events e.g. Open days.

  • Where applicable, run end of day invoicing and allocation procedures in X3.
  • Provide MI to MD/SA as required from X3 (e.g. list of students from particular clients, revenue spend reports by client).
  • Liaise with Scheduling Team on room bookings when required.
  • Other support services - Stock control (e.g. stationery), internal office moves, build project support, deliveries, catering support.
  • Where applicable, organise student induction sessions, registration days, free student events.
  • When required, organise 1:1 counselling sessions with tutors for students with difficulties
  • Assist with ad hoc requests from key clients for support
  • Maintain correct student data in X3 system.

Financial Management
  • Manage invoice sign-off to limit (responsibility) and ensure records are maintained/report to team leader.
  • Provide reporting information for the Accounts Department as required.

  • First point of contact for facilities/building issues that arise.
  • Provide classroom support including room set up, furniture configuration changes
  • Replenishment of vending machines -liaise with suppliers as necessary
  • Arrange materials in rooms, set up rooms, relocate furniture and moving materials around the building (manual handling).
  • Carry out daily building checks to ensure standards are being achieved or exceeded (toilets, common room, reception, car park and classrooms)
  • Active housekeeping and constant monitoring to ensure that standards are being maintained at all times.
  • Participate in the completion of risk assessments within the building.
  • Engage in any other FM / contract management tasks as directed.
  • Maintain logbook of all facilities activities throughout the day to be communicated to colleagues on the next shift, make/provide refreshments for meetings, distribute daily newspapers to delegate break/rest areas
  • Active monitoring of all contract services provided, (e.g. Cleaning and Planned Preventative Maintenance).

Role requirements

  • A proven record in providing exceptional levels of customer service
  • Must take ownership of issues and associated responsibility for completing a task
  • Well organised and self-disciplined with ability to prioritise under pressure
  • Able to build good working relationships across all levels
  • Able to work in a team and independently
  • Ability to work under pressure, sometimes to short deadlines
  • Attention to detail
  • Well organised, conscientious and reliable
  • Fire Marshall
  • First Aid Trained
  • FM Experience
  • Health & Safety qualification

  • Experience of using Microsoft Office
  • Experience of working within a facilities environment
  • Manual handling and ladder trained