Overview

To support and assist the Customer Service & Learning Experience Officer in the development and delivery of West London College's Flexible and Distance Learning offer, and deliver the highest standards of customer service and care. This will require you to work collaboratively within the College's Flexible Learning team and with wider staff, stakeholders, suppliers and directly with learners. You will also assist in receiving and responding to inbound enquiries from learners that will require investigation, so that learners receive a seamless and first-class learning experience.

Duties & responsibilities

• Assist in the implementation and monitoring of West London College's strategy for Flexible Learning, helping to meet growth targets and deliver the highest standards of customer service.
• Help ensure the Flexible Learning offer meets learner needs - so that learners receive a seamless and positive learning experience.
• Helping to ensure inbound/outbound learner enquiries and needs are met promptly and in a professional manner - whether provided in person, through phone, or email.
• Provide learners with accurate information regarding courses, support available and college policies.
• Resolve complaints promptly and escalate complex issues when necessary.
• Assist in the monitoring of the learner journey, tracking learners (attendance, progress, withdrawals, transfers, retention, achievement and progression) while ensuring that learner records are updated in a timely and accurate way with a robust and properly documented audit trail.
• Maintaining positive partnerships with the college's wider Flexible Learning team, its suppliers & stakeholders.
• Contribute to the ongoing development and improvements to the College's Flexible Learning programmes, policies and delivery processes.
• Take part in college enrolment sessions to help enrol new learners into Flexible Learning and the college's wider courses, qualifications & programmes.
• Cover for other distance learning staff if required.
• Performs other duties as assigned and appropriate to the grade of the post.
• To uphold British Values, the college's values and responsibilities with regard to equality & diversity, Safeguarding, health & safety and other statutory guidance etc.

Knowledge, skills & abilities

• Proactive approach to problem-solving and conflict resolution.
• Strong digital skills - proficiency with CRM systems, LMS platforms, MS Office/Google Workspace.
• Willingness to learn and use existing and new learning management systems.
• Good customer service skills: strong interpersonal, verbal and written communication skills.
• An excellent telephone manner.
• Good listening skills.
• Good attention to detail, efficient and organised.
• Ability to work under pressure, to multi-task and prioritise.
• Ability to work as part of a team and to use own initiative as required.
• Able to always ensure the maintenance of confidentiality and professionalism.