Job Introduction
Senior Centre Support Officer
Here at BPP we pride ourselves on providing the best possible client and learner experience, with our specialised team of performance support staff working closely with learners to ensure they are getting the most from our courses.
Customer Experience team is looking for a dedicated and enthusiastic Senior Centre Support Officer, to take responsibility for customer/student experience in centre.
In this role you will will be responsilble for co-ordinating in-centre activity including enrolment room cover, reception desk cover and facilitating student and staff events. In this role, you will manage the team to effectively support students and deliver a positive experience for our students and centre visitors.
Why work for BPP?
It is a great time to join BPP as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. More reasons to join now are:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts, Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family.
What you’ll be doing
In this role you are the owner of the students wish. You make things happen and put smiles on faces. You’ll be helping our students get the answers and information they need to learn, develop and progress.
As such, you will be responsible for:
- Act as escalation for the Centre Support Officers
- Supporting student queries both in-centre and via online case management systems
- Highlight, develop and conduct training to team members as and when require
- Assist with enrolment, ensuring we delight our students at the earliest opportunity
- Plan and hosting of online workshops to support students through their studies
- Escalate any training needs to the relevant line manager
- Delivering engaging events with various internal departments
- Dealing with any emergency issues that may arise in centre appropriately
- Being flexible and adaptable, to effectively support and contribute to developments and improvements
What experience you’ll need
We're looking for a proactive individual who can take ownership of the onsite experience that our learners, staff and visitors have in our centre. If you are an experienced people manager with a proven track record of providing customers with outstanding customer service, then you are the person we're looking for.
- Experience of working in a student centric, service culture environment
- Thrive on working in a fast-paced performance managed, demanding customer service business
- Experience of working cooperatively, flexibly, and effectively, as part of a team and be able to demonstrate individual accountability
- Excellent communication skills, including the ability to communicate effectively with customers
- Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining attention to detail
- Positive, responsive, and approachable attitude to conflicting customer demands
- Ability to absorb, retain and deliver information in order to best advise our customers
- The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
BPP are a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
Please note that the successful candidate will be required to undergo a DBS and/or credit check.
