Job Title: Customer Welcome Advisor

Location: Hybrid - minimum of 1 day per week from our new Derby office (Pride Park)

Salary: £14,571

Working days: Part-time 3 days per week

We are looking for a passionate, determined, and engaging individual to join our Customer Experience team and drive a personalized and outstanding customer-centric welcome experience for our stakeholders on a part-time, hybrid basis from our Derby office.

In this role, you would act as a trusted advisor, engaging with stakeholders (internal and external) daily. You will identify opportunities to promote solutions through excellent product knowledge and enhance the customer journey to build a legacy and a better future for everyone.

Key elements of this role include:

1. Excellent communication skills: Provide exceptional information, advice, and guidance through various communication channels.
2. Customer contact: Be the first point of contact, demonstrating passion and a solution-focused mindset to deliver effortless customer experiences.
3. Problem solving: Find answers when unsure and follow up with learners.
4. Clear communication: Ensure all engagement is friendly, clear, and meaningful to learners and line managers throughout the customer journey.
5. Product knowledge: Understand Babington's benefits and solutions, and promote opportunities enthusiastically.
6. Monitoring: Manage phone lines and live chat efficiently, adhering to SLAs.
7. Client and learner collaboration: Work with key clients and learners to adapt processes and provide reports to advisors and team leaders.
8. Relationship building: Establish and maintain rapport with learners and employers to improve retention, success, engagement, and activity levels.
9. Event support: Assist with cohort activities, including booking learners onto workshops and ensuring smooth execution.
10. Learner processing: Manage learners through EPA, liaise with EPOA, and ensure timely completion of programs.
11. Resits and retakes: Book resits or retakes as needed.
12. Results communication: Inform Skills coaches of learner results.
13. Referral processing: Handle all learner referrals within agreed timescales.