The role is based within the Customer Operations Team for Professional Development. The position involves dealing with telephone queries from, but not limited to, delegates, clients, other departments, and Joint Venture partners’ as well as processing bookings and managing various mailboxes. It is imperative that all queries are dealt with effectively, accurately and adhere to any SLA’s set. The includes processing of invoices from both freelancer presenters and external venues.
Key Responsibilities: • Proactively dealing with telephone and email enquiries daily relating to all PD products • Processing bookings, transfers, invoice queries, cancellations / deferrals and any other queries received from delegates, clients, colleagues and Joint Venture partners. • Answering all associated e-mails within SLA for all inboxes which include (but is not limited to) CIMA on Demand, Insolvency, PD Online, CIMA CPD, LD ICAS, PD Elearning, ACCA, Litigation training and PD Operations. • Updating attendance data for all PD programmes. • Assisting with PD Online queries and process. • Check that venues have been allocated to each event by wider teams or help to source external venues at competitive rates. • Help to monitor course capacities identifying over/under-capacity courses and then apply appropriate action with guidance from Customer Operations Team Leader. • Managing and prioritising emails/invoices in the freelancer invoicing inbox. Also processing invoices from external venues. • Checking invoices for correct fee, expenses and ensuring all receipts are present. • Manually coding up invoices and the enter details onto the PD System and onto a spreadsheet. • Inputting data into the invoice spreadsheet to keep it accurate and up to date. • Obtaining approval for invoices and email them to Purchase Ledger on a weekly basis. • Dealing with any freelancer queries promptly to avoid delayed payments. • Filing of invoices in the correct date order. • Assisting with month end accrual processes. • Effectively undertake any other duties as required by the Customer Operations team leader and management team. • Supporting the wider Professional development and Financial Services department as directed by the Customer Operations team leader and management team.
Skills: • Self-disciplined with the ability to prioritise effectively • Experience of working within a busy environment • Accounts administration experience (preferred but not essential) • Customer service experience • Able to work in a team and independently • Conscientious, and reliable • A clear telephone voice with a polite and friendly manner • Ability to handle complaints from both freelancers and delegates • Excellent organisational skills and interpersonal skills with the ability to communicate at all levels • Good IT Skills (Excel, Microsoft Outlook, Word) • Able to work under pressure, sometimes to short deadlines • Must be adaptable to change and dealing with new process • Must have strong attention to detail • Excellent communication skills, both verbal and written