Customer Service Advisor - Adult Learning

Customer Service Advisor - Adult Learning

Slough, United Kingdom | Posted on 02/06/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors. In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions. Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

6 Month Contract With A Local Authority

Job Purpose

To provide a high-quality, customer-focused service to learners, staff, partners, and prospective customers of the Adult Learning Service. Acting as the first point of contact, the role is responsible for handling enquiries, supporting learner enrolment, maintaining accurate records, and providing administrative support to ensure the efficient delivery of adult learning programmes.

Key Responsibilities

• Act as the first point of contact for all learner and stakeholder enquiries via telephone, email, written correspondence, and face-to-face interactions.
• Provide accurate information and advice on available learning opportunities and signpost learners to appropriate services and providers.
• Deliver a professional reception service, welcoming learners and visitors and responding to requests for information.
• Support the learner enrolment process, including assisting with application forms, processing enrolments, collecting fees, issuing receipts, and maintaining records.
• Accurately enter and maintain learner, attendance, and enrolment data on management information systems (MIS).
• Operate a range of IT systems and administrative software to support service delivery.
• Liaise with learners, tutors, managers, and external stakeholders, responding to queries and supporting learner engagement activities.
• Record and manage complaints, comments, and suggestions, ensuring issues are handled appropriately.
• Conduct learner feedback surveys and support quality improvement initiatives.
• Maintain and update learner information materials, displays, posters, and promotional resources.
• Provide administrative support to curriculum managers and the wider Business Support Team.
• Assist with the induction, support, and supervision of volunteers and apprentices where required.
• Contribute to service improvement projects and support the delivery of annual quality and self-assessment activities.
• Ensure compliance with Council policies, including equality, diversity, safeguarding, data protection, and health and safety requirements.

Requirements

• Experience working in a customer-focused environment.
• Experience working effectively as part of a team.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong literacy, numeracy, and IT skills.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with people from diverse backgrounds through face-to-face, telephone, email, and written correspondence.
• Ability to manage challenging situations and customer complaints professionally and effectively.
• Ability to respond sensitively and appropriately to learner needs.
• Understanding of and commitment to equality, diversity, and inclusion.
• Knowledge of excellent customer service principles.
• Understanding of barriers that may affect adult learners returning to education.
• Basic understanding of health and safety requirements.
• Minimum of 5 GCSEs (Grade A*-C / 9-4) or equivalent qualifications.
• Experience working within an education, training, or adult learning environment.
• Customer service, information, advice, or guidance qualification, or willingness to work towards one.
• Experience working within a multicultural environment.
• Ability to speak additional community languages.
• Understanding of the benefits of adult learning and lifelong education programmes.

Additional Information

• Location: Slough Borough Council Adult Learning Centres and community venues
• Hours per Week: Full-time (hours to be confirmed)

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