Receptionist / Learner Services Administrator

Learner Services Administrator Based in Richmond upon ThamesSalary: £23,104 - £27, 473Full time permanent office based roleHours: 36 hours per week. Working Pattern: Flexible rota on a shift basis to cover working hours of 08:30-20:00 from Monday to Friday and Saturday between 08:30-17:00 as required across both Richmond and Surbiton college campuses. 1 Saturday will be required per month.

A college based inthe Richmond upon Thames area is currently looking for someone to join their friendly Learning Services team. To offer an accessible, efficient, and client-focused enrolment, bursary, information and reception services that meet the diverse needs of stakeholders. This role is ideal for someone who enjoys a fast-paced role interacting with people.

Person Specification

• Experience of providing excellent customer service to a range of internal and external customers, with good interpersonal skills, including tact, discretion.
• Experience of working within a fast-paced, environment.
• Knowledge of office administration including the effective maintenance of paper and electronic filing systems.
• Proven computer literacy in using standard office software applications such as Microsoft Office Suite especially Outlook, Teams, Word and Excel
• The ability to work effectively as part of a team, share tasks and responsibilities with other members of the team and work on own initiative
• A good standard of written English and confident and effective oral communication skills with an ability to communicate effectively and sensitively with people with differing abilities, backgrounds and experience
• Excellent time management skills and the ability to organise and prioritise work demands to meet tight deadlines whilst maintaining accuracy.
• Experience of giving information, advice and guidance to clients in a professional setting
• The ability to interpret regulations and procedures and to provide clear advice to enquirers.
• Independent thinker, self-motivated who is pro-active, shows initiative and works well under pressure

Key Responsibilities

• To act as first point of contact for telephone, email and online chat enquiries, messages and visitors to the college.
• To provide an efficient service to visitors, ensuring it is always welcoming and and represents the high professional standards of the college, to all service users
• To provide a first line response to learner feedback, sign posting learners to relevant college policies and procedures as required and ensuring that learners feel confident that their views and needs have been taken seriously.
• To provide learners and the public with accurate and up to date information on eligibility for concessions, childcare, bursaries, Government funding and other support and to provide assistance with making relevant applications as required.
• To provide computer based initial and diagnostic assessment of learners' English and Maths skills to assess their ability to meet course entry requirements on courses.
• To ensure responses to enquiries are accurate and compliant with data protection legislation.
• Carry out a range of administrative tasks including post duties, handling fees and cash payments, invoices, cashing up and banking in accordance with College guidelines and policies.
• To maintain filing and database systems within the Learner Services department.
• Work flexibly to provide appropriate cover for colleagues and front-line presence to college activities.
• To assist with College events, which may be held in evenings or weekends.
• To review new bursary applications ensuring that meet eligibility criteria and are processed in line with the College Bursary Guidance.
• To ensure that bursary records are accurately maintained in line with college policies.
• To ensure that any errors are reconciled and dealt with promptly.
• To process bursary claims accurately and on time.
• To book childcare for eligible learners and liaise as appropriate with the college crèche service, childminder contact and external childcare providers.
• To ensure that the childcare invoices are processed accurately and on time.
• To take responsibility for the HE and Advanced Learner Loans to ensure that the loan applications are monitored and followed up with learners and the Student Loan Company; and the data is reconciled regularly.
• To be responsible for the process and management of international student applications and enrolments and undertake associated administrative tasks.
• To enrol students on courses (face to face, by email and over the phone), in line with eligibility criteria and enrolment procedures for data collection (including sub-contractors and online applications).
• To check the accuracy of data collected and inputted at enrolment to ensure audit and funding body requirements are met.
• To promptly follow up all enquiries to maximise learner enrolment and provide excellent customer service.
• To liaise with the school managers and setting up course interviews.
• To prepare and send out Schedule of Appointment letters to tutors in a timely manner.
• To assist in the timely and efficient processing of withdrawals, transfers, refunds and credits in liaison with the MIS team.
• To set up registers at the start of the course ensuring all taught sessions have a tutor allocated and that contracted tutors can access registers.
• To follow up incomplete registers.
• To liaise with the Head of School to ensure appropriate room accommodation is allocated for the school's provision and rooming records and changes are kept up to date.
• To proactively inform tutors and learners of any room changes.
• To action class or course closures as notified in writing by the Head of School, including: contacting learners, arranging refunds, transfers or credits and rooming updates; ensuring that any student transfers and refunds are confirmed and actioned as appropriate.