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Customer Enquiries
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- Written, electronic, counter and telephone enquiries are responded to by providing registration information or referring on to the appropriate team.
- Teachers, principals and centre managers for early childhood centres are referred to the website for information where appropriate
- Statistical analysis of enquiries is completed for monitoring and evaluation purposes
- Record systems and other resource materials are maintained to the standards required that will ensure the information given to the customers is timely, accurate and meets quality standards.
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Quality service with clear information delivered with courtesy.
Counter enquiries received and referred on appropriately.
Phone calls are hand shaken through to appropriate staff member. If staff member phone is on voice mail callers are given option of leaving a message or being called back. Completed emails able to be checked
Folder kept of responses to voice mail messages
Increase in use of web based forms Decrease in number of forms needing to be sent to applicants.
Statistics available as appropriate on request,
Information is accurate and reflects current policy.
Blue desk file kept up to date with new materials provided. |
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Data base
Applications
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The registration database is up to date, relevant and accurate
Appropriate applications and advice are provided as required for all callers.
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Addresses, phone numbers and email addresses are checked and updated if required for all callers.
The notes section of the TCR data base is dated with all actions taken.
All GNA letters are recorded against individual’s record on database.
Applications are mailed out/emailed or callers referred to the web as appropriate.
Applications are date stamped on arrival and checked that the money has been received. They are double signed where no money is included.
Documents received separately to applications are matched during quiet times on phones.
Training is undertaken as required in application area.
Acknowledgement letters/slips mailed out daily. |
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Complaints
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Callers wishing to make a complaint are forwarded to Manager Registration
If Manager unavailable details are recorded and customers advised their call will be recorded. Complaints are forwarded to the relevant team member for resolution |
Handshaking to Manager Registration is always done.
Full written details of time, name, phone, email (and nature of complaint if known) are provided for Manager to respond. Registration data base is noted with actions taken.
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Administrative Support
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Forms and other documentation are photocopied/printed and mailed out as required and after any required authorisation. Email is used as much as possible for sending forms
Documents and publications are processed where required
Administration duties as required. |
Bulk mail outs enveloped and franked as required.
Faxes are distributed to appropriate staff. Photocopier/ printer is filled each morning.
All reception work is carried out with courtesy and efficiency.
Mail opened and distributed appropriately to each staff member. |
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Receipting
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Receipting of cash/cheques as required
Receipts posted if requested.
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Double signature obtained when cash received and when no money is received.
Receipt book is completed. |
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Major Challenges |
To respond to enquiries within 2 working days
To develop knowledge of registration processes |
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Qualifications, Knowledge and Experience:
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Qualifications and Knowledge
- Knowledge of Microsoft Office products and telephone systems
- People skills
- Understanding and valuing of the education sector.
Experience
- With a range of computer packages
- In Customer Service particularly in Reception dealing and processing a large volume of enquiries
Key Competencies and Attributes
- Dealing with a diverse range of people
- Customer Focus – internal and external
- Team Work
- Courtesy with callers/applicants
- Commitment to quality, continuous improvement and timeliness
- Organisational Skills including ability to multitask.
- Process focussed
- Resource and cost awareness
- Committed to ongoing development with pride and integrity in your work.
- Communication Skills
- Document Management Skills
- Computer literacy
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