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Customer Services Officer

Are you a friendly and energetic person with amazing customer service skills and strong attention to detail?  If so then this role could be for you.  

Elite School of Beauty and Spa is the largest beauty therapy educator in New Zealand.  Our students graduate with the skills they need to become successful beauty and spa therapists.

We are an innovative organisation currently seeking a Customer Services Officer to join our amazing team at our Auckland CBD Campus on Queen Street.

Our organisation is strong on developing our people and having fun while we do it.  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. We kick started 2019 with a conference in Fiji!
 

The role itself will see you helping new students through the enrolment process and interacting with current students on a daily basis. It is a role that offers a lot of variety within a passionate and highly motivated team.  

To be eligible for this role, you need to:
•             Be positive and friendly with excellent personal presentation
•             Have an excellent phone manner
•             Have the ability to give first class face to face customer service
•             Have some experience in administration
•             Be able to multi task and meet deadlines through fantastic time management
•             Prove you have excellent attention to detail
•             Be able to pick up systems easily and efficiently
•             Ensure all TEC rules, Code of Practice and company policies are strictly adhered to
•             Support the values of the organisation and actively demonstrate understanding  

Starting Salary $41,715
Company
Elite School of Beauty and Spa
Type
Full Time from April 29th, 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  
1st Anniversary $42,000 pa 
2nd Anniversary $43,000 pa
3rd Anniversary $44,000 pa 

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

(plus Kiwisaver if applicable) 
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