Role Purpose and Location: Office Based Role
• To increase the National Construction College income/occupancy as a team through improved service cross selling and up selling at every opportunity, by converting incoming enquiries into bookings.
• To provide a consultative service via the identification of customer needs and providing guidance and advice on the correct product, the next step, career progression, course content, scheme rules, eligibility, funding and grant.
Role Accountabilities:
Answer all incoming enquiries within agreed target
• Identify and convert all incoming opportunities using knowledge, negotiation, persuasion and sale skills
• Where the sale is still at an enquiry stage offer and organise all information required verbally, via e-mail and post in order to meet the requirements of the customer
• Organise and prioritise own time in order to follow up all enquiries and leads in a timely manner via outbound, e-mail & phone calls to keep the lead hot and convert into a booking
• Recognise demand in order to advise & recommend changes in course dates, frequencies & locations through discussion and feedback with product areas & training co-ordinators
• Participate in pro-active outbound calling to support marketing campaigns, low occupancy courses, repeat business and any additional promotion being carried out with the regional partners
• Work in partnership with Key Account Management team in order to devise and agree on regional strategies for increasing business via promotional mailers and outbound calling.
• Make decisions when unexpected events occur, such as late attendance to ensure the best outcome for the delegate and the trainer in order to keep all parties informed.
• Identify appropriate opportunities to upsell in relation to additional products & services, on-site accommodation bookings & referrals for Key Account Manger team visits.
• Be self-motivated and motivate you team and colleagues to achieve the daily, weekly, monthly team target.
Proactively contribute to and attend team meetings to put forward ideas and share best practice in order to improve process, procedures and income.
• Work with the National Construction College Terms & Conditions applying to call bookings, transfers and cancellations
• Undertake training for induction, product knowledge, CHIP system, EPDQ ad daily packages used to ensure that you are up to date with the Nation Construction Colleges services/processes and computer packages to assist you in completing your tasks to the highest standard and providing an excellent customer service
• Negotiate with Training Co-ordinators, Curriculum Innovation Managers & Customers in order to obtain discount pricing to secure business where price matching against competitors is required.
• Take part in the mystery shopper training for the course bookers team, apply techniques to your daily tasks
• Take part in projects and look after specific accounts as and when requested. Setting up systems & processes in order to adhere to customers special terms ,SLA’s and reporting requests, ensuring all relevant parties are aware
• Work in line with set sales processes to ensure that they are fit for auditing at the highest standard and take part in the departments audit requirements.
• Take part and actively contribute toward 1:1 discussions and performance plan reviews with your line manager agreeing actions to help you to achieve your personal targets.
• Respond to all internal & external enquiries within 24hrs, where this is not possible ensure that provision is made to meet this requirement.
• Work in a proactive, positive manner to ensure that the course booker teams work as one to provide an effective, efficient and happy work environment.
• Ensure accuracy at all times when using the CHIP database system, highlight areas of concern with any current records to your line manager.
• Support the online bookings system highlighting any errors and feedback from customers who report errors.
• Any other duties that may be requested to support the National Construction college
Essential:
• Excellent communication & interpersonal skills
• Ability to build rapport and grow relationships internally & externally
• Strong influencing & negotiation skills
• Possesses drive, enthusiasm & professionalism
• Ability to work in a demanding & pressurised environment
• Previous experience of working within a commercial environment
Desirable
• Previous experience of working within a customer service environment
• Recognised Customer Services qualification – willing to work towards