Centre Operator
Closing date for applications: 19th April 2026
Interview date: 1st May 2026
Job Purpose
Through the implementation of best practice procedures and using a customer focused approach, the front of house team and call centre team will work to improve and maintain a high standard of communication and customer care to all of the college’s customers, both internal and external.
Responsibilities
- To answer the telephone, transfer calls, take messages and answer queries.
- Determine the nature of enquiries and provide general information.
- Log messages, set up and monitor call back system.
- To contribute to improving customer services process and in particular customer service excellence.
- Help the admissions team with administrative duties relating to the application process and keying on application forms as and when necessary.
- To improve conversion from enquiries to applications by following up enquiries as directed by Deputy Head of Admissions & Customer Services and Customer Service Team Leader.
- To improve conversions during the application process by following up applicants who have missed their appointment or have not accepted their offer as directed by Deputy Head of Admissions & Customer Services and Customer Service Team Leader.
- Under instruction of tutors, to call students who are absent from lessons to ascertain the reasons for their absences and record them appropriately.
- To make any other outbound calls as directed by Deputy Head of Admissions & Customer Services and Customer Service Team Leader.
- To give feedback on any trends coming from calls received which may inform management decision making (e.g. enquiries about courses we don’t offer, parental concerns etc).
- To cover for reception as required.
- To work occasional evenings and weekends to cover open days and other college events.
- Ensure the call centre area is clean, tidy and safe.
- To log absences from students and notify the tutors.
About South and City College Birmingham
We are one of the largest further education providers in the UK, with eight campuses across the city. We are committed to ensuring students have the relevant skills, qualifications and experience for their future, whether that is to seek employment or continue their education.
Our vision is to be recognised as an outstanding educational and economical resource by, providing outstanding education, training that is primarily vocational in response to the needs of the learners, employers and other key stakeholders.
At South and City College Birmingham, equality, diversity and inclusion are integral to who we are and what we do. We are firmly committed to promoting and embedding the key principles for all within our institution, from our learners to our staff, governors, employers, visitors and contractors.
How to Apply
To apply, please click onto the “Apply Online” button below.
If you have any queries not specified in the Job Description, please contact the People Services team by email to peopleservices@sccb.ac.uk.
Safeguarding
The college is committed to safeguarding and promoting the welfare of children and young adults and expects all staff to share this commitment.
The successful applicant will be subject to all necessary pre-employment checks, including enhanced DBS; prohibition check; childcare disqualification (where applicable); qualifications (where applicable); medical fitness; identity and right to work.
All applicants will be required to provide a minimum of two suitable references covering a 5-year period.
Further information about filtering offences can be found in the DBS filtering guide.
This post is covered by Part 7 of the Immigration Act (2016). Therefore, the ability to speak fluent and spoken English is an essential requirement for this role.
This post is exempt from the Rehabilitation of Offenders Act 1974 and the amendments to the Exceptions Order 1975, 2013 and 2020. Which means that when applying for certain jobs and activities certain spent convictions and cautions are ‘protected’ so they do not need to be disclosed to employers, and if they are employers cannot take them into account.
An online search will also be carried out as part of our due diligence on all shortlisted candidates.
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