Location
London

Hours
Full Time - 36 hours per week

Salary
£29,932 – £34,907 per annum (inclusive of London weighting)

About the Role
As a Customer Service & Learning Experience Officer, you will play a key role in supporting the delivery and development of West London College’s Flexible and Distance Learning provision. Working closely with the Customer Service & Learning Experience Coordinator, you will help ensure learners receive a responsive, inclusive and high-quality experience from initial enquiry through to completion.

You will act as a key point of contact for prospective and existing learners, responding to enquiries, providing accurate information and resolving issues promptly and professionally. You will support learners throughout their journey, helping to ensure their needs are met and that they receive the information and support required to remain engaged with their learning.

The role will also involve monitoring learner progress and maintaining accurate records, supporting enrolment activities and working closely with College teams, suppliers and stakeholders to ensure effective programme delivery. You will contribute to learner feedback, service improvements and the ongoing development of Flexible and Distance Learning processes, helping the College achieve its strategic objectives.

The College offers excellent employment benefits including generous annual leave, a public sector pension scheme and great opportunities for continuing professional development (CPD).

Experience
- Proven experience in customer service or a similar learner-focused role is desirable but not essential.
- Experience with CRM systems, learning management systems and digital tools such as Microsoft Office or Google Workspace is required.

About you
- Proactive, organised and learner-focused with a strong commitment to delivering excellent customer service.
- Strong verbal and written communication skills, including an excellent telephone manner and good listening skills.
- Excellent organisational skills with the ability to prioritise tasks and manage competing demands.
- Strong attention to detail and accuracy when maintaining learner records and information.
- Ability to work collaboratively with colleagues, suppliers and stakeholders while also using your own initiative.
- Willingness to learn, adapt to new systems, processes and ways of working.
- Commitment to maintaining confidentiality, professionalism and high standards of customer care.
- A willingness to contribute to the continuous improvement of services.

Qualifications
- Relevant qualifications are desirable but not essential; a positive attitude and willingness to learn are key to success in this role.

Additional Information
All employment offers are subject to satisfactory pre-employment checks including enhanced DBS checks and compliance with safeguarding policies. The College is committed to safeguarding and promoting the welfare of all learners and expects staff to share this commitment. Mandatory training in safeguarding and related policies will be required.

The College is dedicated to equality, diversity and inclusion and expects all employees to actively support these principles in service delivery and employment.