New vacancy with University of the Arts London
Published - 6 June 2018
Monday to Friday - 9.00am - 5.00pm
Customer Service Practitioner
Intermediate Level Apprenticeship
Email your name, contact number and CV to firstname.lastname@example.org and we will get in contact with you to have an informal conversation and give you all the information you need to apply.
Closing date to apply is 18th June so please email us before then.
Role profile details are below:
Located within London, the Colleges are at the heart of their respective communities. Drawing on and contributing to the local culture, they foster closely-knit and welcoming environments in which to study, supported by all the resources of the larger University and the wider arts community.
The Colleges offer the University's 20,000 students a diverse range of courses at all levels from foundation and undergraduate to postgraduate and research. The University's 1,228 teaching staff, as active professional artists, practitioners, designers, critics and theorists, lead the way on creative and experimental practice alongside historical and theoretical analysis. The combination of a varied student group, cutting-edge research and highly-experienced staff creates a unique, multifaceted learning experience for students at the University.
Purpose of role:
The department of Academic Enterprise (AE) leads the University of the Arts London’s third-stream income operations and is integral to the University’s long-term development. Its mission is to increase the amount of income generated by the University from non-core teaching and research activities.
It builds on, and includes, the successful UAL Short Courses Ltd, UAL Awarding Body, the Language Centre, college and research based enterprise, business and innovation operations. Academic Enterprise not only integrates and bolsters a wide range of business and client facing work across the University but is also developing new products and services for new and existing markets.
Academic Enterprise is a successful, growing, department with a combined turnover of £31m in 2016-17, mostly from B2C activities. There are approximately 195 staff working in Academic Enterprise operations in all UAL’s colleges as well as central university services. Around 70,000 students study on short courses or qualifications offered by AE business units.
This administrative position is based in the Short Course Unit at London College of Communication (LCC). Reporting to the Short Course Co-ordinator, this post is the primary point of contact for the customer service and administration of short course registrations at LCC including those delivered off-site or online.
The role will involve processing the high volume of enquires to the LCC Short Course office with a view to converting enquirers to fully enrolling customers. Enquires will be managed in “Salesforce”, the University CRM system as well as via telephone and in person.
The post will work closely with the Finance Administrator and the Marketing Co-ordinator when dealing with cancelled and postponed short courses.
In addition, the post holder will create engaging content for LCC short courses social media presence, including keeping social media channels updated and brand-focused, and seeking out new social media avenues and ways of connecting with audiences.
The role will require some flexible working to cover evening and weekend course delivery.
Duties and responsibilities:
- to act as the primary point of contact for all LCC short course enquiries, responding effectively to all enquiries, bookings and requests for course information in person, by email (using Salesforce CRM), telephone, Instant Messaging (IM Chat), web or post
- to communicate with external enquirers taking responsibility for each enquiry until closed or successfully passed on to another department
- to guide customers in their choice of course by providing clear, factual information to give them confidence in selecting a course
- to co-ordinate short course bookings through Course Manager, including enrolment, the generation of joining instructions and the manual bookings received by post, telephone or in person
- to work within the Finance Administrator and the Marketing Co-ordinator to manage the process of short course transfers and refunds should a course be cancelled or postponed
- to contact customers via telephone and email to advise of the cancellation of their short course and advising on suitable substitute courses or dates at LCC and, where appropriate, via cross college transfers
- to actively promote cross selling across LCC courses
- to support the administration of student feedback process
- to contribute, advised by customer contact and feedback to the development of future courses or refinement of those already delivered
- to liaise with the central Agents Co-ordinator in relation to Agent and Company Bookings
- to work with central UAL colleagues, to assist students with Visa/Immigration enquiries and to keep the records of those students requiring visa declaration for inspection by the appropriate agency
- to provide advice on accommodation options and other university and college services
- to apply the advertised short course terms and conditions for students booking courses and follow the guidelines for complaints, withdrawals and refunds, escalating as required
- with guidance from the marketing co-ordinator, lead on specific social media initiatives as required (competitions etc.)
- to edit and update website, as directed by the marketing co-ordinator and/or digital web and analytics co-ordinator
- to manage content and activity across all LCC short course social media channels (Facebook, Twitter, Instagram, and Pinterest)
- to source and produce engaging content to ensure social media channels are up-to-date, relevant and interesting and to increase audience presence on company sites and encourage audience participation
- to ensure that post is delivered and collected regularly
- to work on short course promotional data research and data entry on an ad-hoc basis
- to assist with events, including external exhibitions, open days, and tutor events
- to assist the short course co-ordination team, as and when required, to ensure the smooth running of short courses at LCC, online or off-site
Additional duties and responsibilities:
- to perform such duties consistent with your role, as may from time to time be assigned to you anywhere within the university
- to undertake health and safety duties and responsibilities appropriate to the role
- to work in accordance with the university’s equal opportunities policy and the staff charter, promoting equality and diversity in your work
- to undertake continuous personal and professional development, and to support it for any staff you supervise through effective use of the university’s planning, review and appraisal scheme and staff development opportunities
- to make full use of all information and communication technologies in adherence to data protection policies to meet the requirements of the role and to promote organisational effectiveness
- to conduct all financial matters associated with the role in accordance with the university’s policies and procedures, as laid down in the financial regulations
At the end of the apprenticeship, possibilities exist for application to a permanent position.
Things to consider
We are team of 8, working in a large open plan office, so require someone who is flexible, enthusiastic, and happy to ‘join’ in as required. You will be encouraged to engage with students, staff and external contacts as one of the team.
The role will require some flexible working to cover evening and weekend course delivery.
- working knowledge of Social Media Platforms (Facebook, Twitter, Instagram, etc.)
- good knowledge of Microsoft Office; Excel and Outlook
- knowledge of working in an arts related environment
- good knowledge and understanding of the legal, regulatory and ethical requirements relating to marketing
- communicates effectively orally, in writing, and using visual media
- ability to maintain accurate and up to date knowledge of services available in own and related areas of work, ensuring that the experience of each customer is positive and satisfactory
- plans, prioritises, and organises work to achieve objectives on time
- ability to work independently, with good attention to detail
- works collaboratively in a team or with different professional groups
- provides a positive and responsive student or customer service
- is unfazed by demanding customers and works in a professional manner at all times
- uses initiative or creativity to resolve day-to-day-problems
- GCSEs (or equivalent) grades A*-C in English and Maths (Key Skills or Functional Skills at Level 2)
Qualification: Customer Service, Level: 2
Duration: 15 months
Course Type: Apprenticeship Standard
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your workplace.
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.
These are grouped into 3 themes which complement each other and are as follows:
- Customer Service Foundations
- Customer Service Delivery
- Personal Effectiveness
- After each theme is complete, a mock end point assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme
- After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship
- End-point assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met
- Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their end-point assessment.
Apprentices also work towards a Level 2 qualification in English and Maths in the first half of the programme if they have no prior exemption (GCSEs A*–C or equivalents in English and Maths).
- In order to support your application, please ensure you attach a CV on a Word document to your application
- You will also be required to send your certificates in Maths and English to Natalie, email@example.com
- If your application meets the criteria for the post, you will be contacted week commending 18th June 2018 to carry out an initial telephone interview, whereby you will be expected to demonstrate the following:
- What you know about University of Arts London
- What you know about the role
- What you can offer
Closing date: 18 June 2018