Customer Welcome Advisor

Are you pro-active, supportive, knowledge and proficient at delivering a quality service and delivering Information, Advice and Guidance? Are you confident and passionate to engage with learners and customers across a national remit to welcome them as they embark on their journey with Babington onto their chosen programme?

Here at Babington we pride ourselves on delivering robust training programmes across a variety of professional sectors and we are looking for a Customer Welcome Advisor 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 and personal welcome to all of our customers and learners, with a willingness to be part of a dynamic team both remotely and office based and the drive to be part of Babington’s journey of Developing Better Futures, then we want to hear from you!!

Summary of RoleDrive a personalised and outstanding customer centric welcome experience for our stakeholders. Support the business strategy in identifying potential opportunities and risks, optimising on the learner and line manager interaction. Be the ambassador for Babington at this pivotal and memorable first touch point

Brief summary of principle accountabilities

1. Communications - Ensure the timely contact and connection with learners and employers through Customer welcome contact and the provision of marketing and learning materials. -To be the first point of contact for learners and line managers and book them in for their welcome call ensuring they are clear on next steps and what is expected from the onset. 
2. Adaptability - Be able to adapt customer 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. -To adapt to the needs of each learner and line manager taking into consideration and working closely with the ALS and Safe & Sound team to ensure all feel a robust process and the highest customer service.
3. Customer Focus - Ensure all learners and employers are provided with a memorable, effortless and personal welcome as they start their journey with Babington. - Set clear expectations with Employers and Learners as to the experience they should expect to receive and work within the Customer Success team to ensure there is a joined approach and streamline journey for all apprentices and employers from their first contact.
4. Collaboration - Work closely across the operational business areas to ensure important qualification knowledge is given at welcome stage including effective Skills Scan reviews. -To be brave to effectively challenge and constructively raise unsuitable apprenticeship starts and give effective feedback to the sales source while tracking. - Gain an understanding of how all departments interact and how this is impacted by internal customer delivery.
5. Quality driven - Embed the Ofsted Education inspection framework (EIF) and Babington Behaviours- be able to evidence and provide feedback on how you do so through feedback, testimonies and KPIs. - To ensure all starts are submitted timely and compliant as agreed with internal targets while we are always GDPR compliant and that all data is effectively managed. 

Brief person Specification

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

• Demonstrable experience of providing excellent I.A.G and customer service across employers, candidates and partners (E)
• 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)
• Curious in your approach knowing the highest standard of customer service can only be delivered by knowing before and after your touch point. (E)
• Excellent verbal and written communication skills to effectively convey performance insights and recommendations to diverse audiences. (E)
• Familiarity with the education sector, including understanding of educational policies, programs, and performance evaluation frameworks. (E)
• Highly organized, detail-oriented, and able to manage multiple priorities and deadlines effectively. (E)
• Proven ability to work collaboratively with diverse stakeholders, build relationships, and influence change. (E)
• Willingness to travel to various educational institutions within the region or nationally to conduct performance evaluations and provide support as needed. (Expectations of this role will be minimum of weekly office based.) (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.

Babington is committed to safeguarding and promoting the welfare of all learners and employees associated with our business. We, therefore, expect all employees to share this commitment and demonstrate our values within all aspects of their work. All offers of employment are subject to relevant vetting checks, including successful completion of an appropriate check through the Disclosure & Barring Service.

We are innovators in Education so why not apply now and join us in Developing Better Futures!