About Cut Above Academy: 
We are a leading training provider for the Hair, Makeup and Special Effects Industry with campuses in Central and South Auckland. We train people who want a career in this creative and exciting Industry.

We strive for success in everything we do with the strongest integrity. We ensure our team feels valued and informed about the direction we are heading in through in-house training days and our annual conference. 

About the role:
We are currently looking for a Customer Services Officer to join our vibrant team at our Manukau Campus.   We are looking to fill this position as soon as possible. 

The role is a Reception and Administration role with the following KPI’s;
• All student enrolment paperwork is processed accurately and adheres to compliance requirements
• Student fees are collected and managed efficiently within one month of course start dates
• Meeting and greeting students and clients and being the face of the Campus
• Support is given to management and other administration positions with general administration tasks to a high standard with confidentiality being maintained. 
• Supports the values of the organisation and actively demonstrates understanding

Skills/Experience:
• A proven track record in administration/customer service with a minimum of 1-year full-time employment preferred
• Experience in the Industry would be an advantage
• IT literate and able to learn quickly to use a Student Management System along with MS Office skills 
• Self-motivated, energetic and friendly with excellent personal presentation
• Outstanding customer service & telephone manner
• Strong attention to detail
• Proven ability to prioritise tasks and manage time effectively and efficiently
• A full clean driver’s license is preferred

Company
Cut Above Academy
Type
Full Time from March 18th, 2019
Description
Customer Services Officer

Job Description

To deliver excellent customer service and ensure all student enrolments are processed accurately, whilst meeting all legal requirements.

Reporting to: Campus Manager

Functional Relationships with: Sales Executive, Head of Training, Trainers, 
National Sales Executive, General Manager (Cut Above & Elite), National Sales Manager (NZST)

Duties and Responsibilities:

There are six key performance areas for the Customer Services Officer. These are:

• All student enrolment paperwork is processed accurately and adheres to compliance requirements including TEC rules, Code of Practice, company policies
• Student fees are collected and managed efficiently within one month of course start dates
• General reception duties are managed in a timely manner to support the needs of the campus
• The manager is supported with general administration tasks to a high standard with confidentiality being maintained
• Our customers are supported with general enquiries and rate their satisfaction with administration at a 4 out of 5 or higher
• Supports the values of the organisation and actively demonstrates understanding

Within these key performance areas there are a range of duties which include (but are not limited to): 

All student enrolment paperwork is processed accurately and adheres to compliance requirements
• Ensuring enrolment forms are valid by having them completed in full and signed by all relevant parties
• Checking all eligibility criteria is accurate including our own internal policies and the verification of entitlement to government funding criteria (e.g. Youth Guarantee, SAC funding rules etc)
• Identification and evidence of prior learning is collected and copies kept on file
• All qualifying evidence is kept on file
• All additional paperwork relating to compliance needs are kept on file (e.g. international student needs)
• Confirmation letters and invoices are issued accurately 
• Enrolments are processed accurately in the student management system and align with paperwork 
• Enrolling students in Take 2 
• Creating NSI numbersProcessing withdrawals with StudyLink
• International student files comply with the regulations set out in the Code of Practice
• All applicable TEC rules and company policies are strictly adhered to

Student fees are collected and managed efficiently within one month of course start dates
• ACG Trust accounts are created and align with student enrolment information 
• Deposits are collected and banked for all student enrolments
• Assisting students with StudyLink Applications
• Processing VOS and following up on student debt in line with  company procedures and policies
• Exception (error) reports are managed efficiently
• All student fees are managed with the correct compliance arrangements set by the company policies and ACG Trust

General reception duties are managed in a timely manner to support the needs of the campus. 
• All telephone calls are answered promptly and handled professionally 
• Student learning resources are ordered and managed efficiently 
• General office supplies for the campus are ordered and stock take is maintained
• General administration duties relating are completed within campus policies and procedures such as:  Photocopying, binding, printing certificates and result notices, entering attendance records, collecting and sorting mail
• All visitors and students are greeted in a welcoming, positive manner and are assisted with any queries regarding the campus or courses.
• Any other duties required to ensure the administration area maintains a high level of service to all guests and customers 

The manager is supported with general administration tasks to a high standard with confidentiality being maintained. 
• Expense claims process, credit card returns and petty cash handled
• General administration support as required
• Banking requirements are managed and comply with company policies and procedures
• Be employment focussed with students at all times and support all employment initiatives of the business
• Any other duty the Campus Manager requires

Customers are supported with general enquiries and rate their satisfaction with administration at a 4 out of 5 or higher
• Supporting our students with all enquiries by managing them or guiding them to the right person 
• Managing the student cafe kitchen rosters and following up with classes on duty
• Any additional duties required to ensure high customer service levels are maintained

Supports the values of the organisation and actively demonstrates understanding
 Act Positively
 Drive Innovation
 Pursue Excellence
 Have Fun
 Demonstrate Integrity
 Develop People

Starting Salary
$40,500 p.a. (out of Auckland) plus Kiwisaver if applicable
$41,715 p.a. (Auckland) plus Kiwisaver if applicable

If meeting KPIs: 

Non-Auckland  Auckland
1st Anniversary $42,000 pa $43,260 pa
2nd Anniversary $43,000 pa $44,290 pa
3rd Anniversary $44,000 pa $45,320 pa

(plus Kiwisaver if applicable)

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