Are you pro-active and passionate with a caring and support nature with a determination to delivering a quality service for all internal and external customers? Are you confident, enthusiastic and willing to engage with learners and employers across a national remit to offer information, advice, guidance and support during their journey of Developing Better Futures with Babington?
Here at Babington we pride ourselves on delivering robust training programmes nationally across a variety of sectors and we are looking for a Programme Enrolment Consultant to join our fantastic Customer Experience team to role model our Customer Promise and embody the pillars of customer experience. If you have a passion for providing a memorable, effortless support service to all of our customers and learners, with a willingness to be part of a dynamic team both remotely and office based then we want to hear from you!! Summary of Role Role model the Customer Promise and Customer Experience pillars to welcome our customers and learners as they start their programmes at Babington. Support the customer engagement teams in submitting accurate and viable starts to ensure an outstanding and efficient enrolment process for managers and learners.
Brief summary of principle accountabilities Delivery of Customer Promise and Customer Experience Pillars Ensure all learners and employers are provided with a memorable, effortless and personal welcome as they are enrolled with Babington. Ensure the timely contact and connection with learners and employers through Programme Enrolment contact and the provision of marketing and learning materials. Be able to adapt enrolment process and style depending on the needs of the individual and needs of the business this includes telephone, web based, face to face and group enrolments both on and off site. Work closely across the operational business areas to ensure important qualification knowledge is given at enrolment stage including effective Skills Gap Analysis reviews. Ensure there is a structured approach to maintaining employer and learner engagement from Enrolment to preparation for Start of Learning. Engage with learners to provide information, advice and guidance and assist with any issues or concerns at the start of their learning journey. To provide information, advice and guidance to learners/employers regarding progression. Track individual performance and manage own caseload and diary management through effective communication and organisational skills. Personal Development Work collaboratively towards the achievement of the department’s targets, Babington’s Strategic Goals and Core Values. Regularly review own performance against core values and competencies, with a willingness to acquire any necessary qualifications or skills pertinent to the role. Implement and maintain own CPPD records to accurately demonstrate preservation of professional competencies and knowledge for vocational area of specialism. To be responsible for ensuring that all personal Key Performance Indicators are consistently achieved. Brief person Specification Essential (E) Desirable (D) Qualifications Grade A-C GCSE in English and maths or equivalent (E) Level 2 Customer Service qualification or equivalent (E)
Level 3 Certificate in Information, Advice and Guidance or willingness to acquire (D) Skills and experience Experience of achieving deadlines and working without close supervision (E) Experience of using CRM and other IT systems (D)
Experience of using a variety of media to provide customer service (E) Experience of owning individual performance (E) Passionate and pro-active ‘can do’ attitude (E) Ability to engage with a wide range of people and teams to fully understand how they work (E) Ability to actively engages with colleagues and as part of a team (E) Ability to be organised and manage own time effectively (E) Excellent troubleshooting and problem-solving skills (D)
Takes ownership of issues to provide a resolution for a customer (E) Able to identify opportunities to maximise additional value for our customers across all of Babington’s products and services (D)
Ability to manage workload, time and resources effectively (E) Ability to deliver to service and quality standards (E) Ability to set clear expectations with customers and internal stakeholders (E) Ability to remain calm and resilient under pressure, managing themselves appropriately and demonstrating understanding and patience (E) Ability to provide a consistent customer experience for employers, candidates and partners (E)
Babington Benefits My Babington Rewards BUPA Healthcare 25 Days annual leave plus Bank holidays Additional annual leave purchase scheme Employer Pension contribution We’ll be conducting interviews on a continuous basis and reserve the right to take down the advert when we have found the right candidate.
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