Job Description

Job description:

Pioneer Training Solutions - Job Role: Customer Services Administrator

Employer: Pioneer Training Solutions

Organisation Type: Business (Start-Up) - Expected commencement is early next year or sooner, with potential start date to be mutually agreed.

About: Pioneer Training is committed to supporting people through their personal transformation process. We provide transformational training programs that address key societal challenges such as addictions, mental health and financial difficulties. We are a start-up business that strive for excellence as we seek to make a difference in people's lives. Our team is made up of committed and talented individuals who are keen to help others. We love to talk to great people and are looking to find someone who aligns with what we're about and is a great addition to our team.

Job Overview: The successful applicant will work within the Pioneer Team with an expected start date to be agreed by mutual agreement once the business is set-up. The Customer Services Administrator will be responsible for delivering a range of activities relating to the administration of our training programs, supporting the client experience, and providing assistance to Pioneer Training staff, clients and organisation partners. As the first point of contact for staff and clients you will demonstrate excellent communication, organisational and administrative skills and support the day today running of a busy office. An interest in supporting our client community is important as is the ability to work flexibly, as part of a team and to prioritise work in a busy environment.

3 Primary Areas of Work In This Flexible and Evolving Role:

1. Customer Service -

Customer Service will be a key part of the role also, as there will be a lot interaction with our customers online and offline. This will also include administrative support where necessary for our online merchandise store.

2. Training Administration Support -

Provide a wide range of administrative support to ensure our training programme is successfully delivered. This includes set-up of the training room and all prior administrative tasks related to the delivery of the training. This will require close working with the Training Support Workers and Team, to ensure that all pre-training tasks are complete and ready for the training and all post training administration complete.

3. General Business -

As part of the administrative role, there will be occasions where general business administration will be required and this will include covering other departments within the business with administrative support. One of our primary aims as a business is to avoid "single point of failure" and this requires all staff to be flexible enough to support absent staff and cover where necessary. This requires for wide staff training and skill sets so that they can help us avoid the challenges related to single point of failure.

Description of Duties

Work with the senior management to support the effective operational delivery of a range of activities related to the client experience, including the delivery of the Pioneer Programme. Provide support to senior management, other organisation staff, partners, applicants and clients Develop close working relationships with colleagues in relevant teams, in particular the Training Support Workers Processing programme workbooks, teaching materials and communications with students/clients Set-up facilities/room for the delivery of the Pioneer training, including paperwork, storage etc Set up and maintain relevant material on our staff intranet and relevant staff web pages Administration of relevant procedures Customer service responses to enquiries, online or offline such as social media Administrative support for our Pioneer Community and Pioneer Empowerment fund where necessary Administering Pioneer Training databases and systems Manage/update client file records and send necessary follow-up letters Do joint interviews/support calls with Training support staff when they are providing one to one support for clients. Administering and checking Applicant documentation, such as ID documents etc Supporting Client Support services with Social Media administration when needed Monitor risk assessment processes within the organisation and support staff with the arrangement Liaise with staff to refresh web content (e.g. online pages, staff profiles, testimonials, client videos and stories, news items); Assist with recruitment, marketing and conversion activity as required; distribution of material to staff and clients as required Raise purchase orders and process staff expenses Organise travel arrangements Responsible for basic compliance administration such as First Aid, Fire register etc Liaise with management regarding the refurbishment and redecoration of offices and the replacement of equipment as needed Order and maintain office supplies General office duties as required e.g. filing, collection of mail, delivery of mail to post office if required and management of generic e-mail boxes. Undertake personal development in skill areas related to the post Contribute to the development of revised processes and policies which will enhance the client experience and ensure such processes and policies are implemented; work collaboratively with colleagues to share best practice Undertake any other duties and responsibilities, commensurate with the grade of the post, as directed by line manager.
Essential Criteria

Qualifications

Good educational background (to at least HND level) or equivalent professional experience
Knowledge & Experience

Proven experience in administration Demonstrate experience of using a range of relevant IT packages Customer Service experience
Skills & Attributes

Excellent organisational skills and ability to prioritise a demanding workload and supervise tasks within a team in a pressurised environment Resilience with the ability to work under pressure to tight deadlines, whilst maintaining high standards of quality and accuracy Ability to communicate effectively with individuals from a wide range of backgrounds and cultures Experience of dealing with confidential issues with tact Ability to foster good relationships and be diplomatic Proficiency in Microsoft Office applications Ability to work independently and as part of a team Creative and positive attitude with a commitment to service quality Sound administrative, organisational and process management skills Flexible and a willingness to learn and develop Excellent communication (oral and written) and inter-personal skills Demonstrable ability to identify problems and propose solutions Previous experience in a customer focused administrative role
Desirable Criteria

Knowledge and ability to update web pages

Why should you work for Pioneer Training Solutions?

First things first, you should work for us because you love the idea of being part of history as we release a key solution to the unprecedented problems we see in society. You love being part of an open, fun, trusting and hardworking team who are trying to develop what we do in order to help as many people as we can. If all of that isn't enough, below are some added perks of being part of the Pioneer Training Team.

What we offer

We don't want you to work all hours, and we really encourage work life balance. But if you do ever need to work outside of your normal hours, we will always support you to take off time to recharge. We have a culture of gratitude - we will make the effort formally and informally to show our gratitude for our team members from team events, meetups, to cake, you will feel appreciated!

Benefits:

Great life- work balance (34hrs per week) Full time, Permanent 25,000 per year Generous Company Pension contribution 33-day holiday allowance Flexible working - Hours: Mon-Thurs: 9am-4pm and Friday 9am-3pm. Work from home on Thursdays: At least 1 day per week and flexible arrangements will be made once client/training needs assessed. Thursday will be the initial work from home day for all staff. Limited Evenings - Evening work will be required on rare occasions such as during the initial programme launch. Suitable arrangements will be made to support staff and reduce day hours if required. Shift Allowance - Additional 50 per evening shift worked. Evening shifts are maximum of 3 hours between 5am-8pm, but normally 6-8pm. Overtime - all overtime is paid at double time Work Location: Falkirk (But various as required to meet client needs) Company Events Training Development opportunities Relevant expenses included, including mileage rate of 45p per mile Strict no "Office politics" policy, so you can be rest assured of a great working environment and everyone treats each other kindly and with mutual respect Smart Casual dress Sick pay
Job Types: Full-time, Permanent

Pay: 25,000.00 per year

Benefits:

Casual dress Company pension
Ability to commute/relocate:

Falkirk FK1 1LL: reliably commute or plan to relocate before starting work (required)
Application question(s):

How would you handle an aggressive phone call from a client or vendor? How would you motivate yourself to work from home and unsupervised and maintain high levels of work? Pioneer Training have a lot of guiding principles in order to maintain a healthy work culture, how will you ensure that you follow these so that you positively contribute to a healthy workplace? How would your personality contribute to a positive environment within the organisation and professional relationships with vendors outside? How well do you take correction and constructive criticism and give an example of when you had to do this. What is the worst experience you have had with a supervisor and how did you handle it? Why do you want this Customer Service Administrator role and why is your personality suitable? The Customer Services role is quite broad and requires flexibility, how would you approach this and avoid frustration at covering many roles? Tell us about your Customer Service experience and what would make you stand out above others in this role? What positive/creative ideas would you bring to our online Pioneer merchandise store?
Work Location: Hybrid remote in Falkirk FK1 1LL