Creative and Sports Industries. Customer Service / Telephone Techniques Trainer

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1 Newcastle College is one of Britain s largest and most successful further education institutions. We are committed to quality and currently provide a wide range of programmes to over 3,000 students. Creative and Sports Industries Customer Service / Telephone Techniques Trainer Ref: 1568B Salary: per hour This post involves training adults for positions in Call Centres. The successful candidate will have recent successful experience of providing call centre / customer services training within a Call Centre or similar environment, hold an appropriate Customer Service Qualification and an English Qualification at level 2. This post is offered on an hourly paid fixed term basis with up to 20 hours available each week as required by onging 2 week roll on roll off Programmes. West Lancashire College is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. West Lancashire College is also committed to providing healthy, safe and smoke free environments to all staff, students and visitors and expects all staff to share and support this commitment. Application forms are returned by to hrenquiries@westlancs.ac.uk or by post to the Human Resources Department, Skelmersdale College, College Way, Skelmersdale, WN8 6DX. Please quote the reference number of the post in which you are interested. Closing Date: 12 noon Friday 30 November 2012 PROMOTING EQUAL OPPORTUNITIES

2 Job Description Job Title: Reports To: Grade: Pension: Teaching Role Category: Customer Services / Telephone Techniques Trainer Programme Area Leader WLC Hourly Paid LGPS Associate KEY TASKS: To prepare learners for the role of call centre operatives in a prestigious customer service centre, handling incoming calls in the financial sector. This will include input and retrieval of customer data during telephone conversations and identifying opportunities to offer additional business services. SUMMARY OF RESPONSIBILITIES The following are Job Specific responsibilities for this position. 1. To ensure learners are able to communicate effectively in a business environment, demonstrating appropiriate listening and questioning skills. 2. To ensure learners are aware of the positive and negative behaviours which may occur in team-based environments and their impact on the wider team and business priorities. This aspect will include setting tasks for teams to complete, with observation and feedback from tutor. 3. To provide, monitor, assess, evaluate and record highly effective training activities 4. To maintain all necessary documentation according to FE guidelines and college guidelines. 5. To support and assist students with progression planning; applications for employment, other educational opportunities as appropriate 6. To organise and keep effective assesment records 7. To register and claim certificates with the awarding body 8. To monitor attendance and liaise with Employment Gateway team to ensure achievement The following are Standard responsibilities for all positions within the College. 1. Participate in any College staff review/performance management processes involving the identifying and meeting of training needs for self and others. 2. Take appropriate responsibility to ensure the health and safety of self and others. 3. Pursue the achievement and integration of equal opportunities throughout all College activities. 4. Undertake any other tasks and responsibilities appropriate to the level of this post. 5. West Lancashire College is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment.

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4 TECHNICAL PERSON SPECIFICATION Post Title: Customer Service / Telephone Techniques Trainer School/Service: SOC Creative and Sport Industries Grade: SOC Hourly Paid - PTO Prepared by: AB/LP Teaching Role Cat: Non Teaching Role Involves SFL No CATEGORY REF 1. Skills & Abilities 1.1 CRITERIA DESCRIPTION Well organised and able to manage a variety of tasks simultaneously METHOD OF ASSESSMENT Application / 1.2 Ability to effectively use IT packages and headsets in day to day activities Application / / References 1.3 Ability to respond to customers and customer queries in a friendly, professional and courteous manner Application / / References 1.4 Ability to demonstrate the emotional resilience required in working with challenging behaviours Appliacation / Excellent communication skills Have good administrative and record keeping skills Ability to operate at level 2 English Application / Application / Certificate 2. Experience 2.1 Experience of effectively using IT packages and headsets in day to day activities Application / 2.2 Experience of dealing with a variety of Customer Service issues and selling techniques through a call centre. Application / 3. Knowledge 3.1 Knowledge of a variety of IT packages Application / 3.2 Knowledge of excellent Customer Service. 3.3 Have knowledge of designing a call centre training package. 3.4 Have knowledge of assessing call centre training. 3.5 Have knowledge of Selling techniques through call centres.

5 4. Qualifications & Training 4.1 Willing to undertake appropriate training in relation to this post Application 4.2 Level 2 English Application / Certificates at Essentail 4.3 L2 Customer Service qualification Application / Certificates at 4.4 Level 2 qualification in IT Application / Certificates at 4.5 Have a teaching / assessing / mentoring qualfication at a minimum of L3 Application / Certificates at 4.6 Certificate in Training Practice or equivalent Application / Certificates at 5. Attitude/Disposition 5.1 Committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. / CRB 5.2 Able to demonstrate enthusiasm and professionalism 5.3 Reliable, conscientious and flexible approach to work / References 5.4 Willing and able to comply with the College's Smoke Free Environment Policy. 6. Other Requirements 6.1 Able to obtain satisfactory enhanced CRB clearance CRB application 6.2 Able to demonstate eligibility to work in the UK Appropriate Home Evidence (Valid Passport or full Birth Certificate and proof of NI number MUST be provided at interview without exception) 6.3 Ability to work flexible hours to suit the department