Scottish FA

Coach Education Customer Service Executive

Scottish FA

Location

Glasgow

Role Type

Closing Date

Est. Start Date

Coaching

Jul 29, 2021

Role description

The Scottish FA is seeking to appoint two Coach Education Customer Services Executives to provide full administrative support to Coach Education and to ensure excellent customer service standards, respond efficiently to customer enquiries and maintain high customer satisfaction through timely and thorough handling of enquiries.

The position is based in the Association’s offices in Hampden Park Stadium, Glasgow. There will be a period of flexible working in place initially due to COVID 19 guidelines.



Overall Purpose of Job:

To provide full administrative support to Coach Education and to ensure excellent customer service standards, respond efficiently to customer enquiries and maintain high customer satisfaction through timely and thorough handling of enquiries.



Main Duties and Responsibilities

Co-ordination of the Coach Education Courses including, but not limited to, Certificate Courses, which will include:

Liaise with applicants, manage waiting lists and maximize numbers of courses with the resultant effect of maximizing revenue

Oversee all financial administration in respect of the above courses

Customer Service Support

Responding to customer enquiries and complaints via telephone, email or social media promptly to enhance the customer service experience  Work with customers through troubleshooting or setup processes

Work with management to maintain best practices for efficient communication with customers

Social Media

Administering Coach Education Facebook page

Approve posts

Promote activity

Liaise with Digital and Communications Department to compile a communication plan for Coach Education events and initiatives

Finance

Work within set budgets

Raise PO’s and Invoices on Ebis finance portal

Liaise with stakeholders to discuss payment issues

Administration of Tutor Pool

Ordering Coaching Cards for Level 1 & 2 courses

Assist with special projects and general administrative duties in the Football Development Department as and when required



Person Specification

Essential Knowledge & Experience

Sound and proven experience in administration and customer services
A knowledge of finance, including invoicing and raising purchase orders.
Essential Qualifications & Training

Educated to HND level or equivalent
Desirable Qualifications & Training

Degree level
Further education qualification in Customer Service and Administration
Essential Skills

Fully confident in MS Office package, especially Excel and PowerPoint
Full confident in all social media platforms including Facebook & Twitter
Excellent typing skills
Excellent communication skills
Desirable Skills

Ability to manage a number of projects
Ability to manage budgets
Essential Competencies

A practical approach to work, planning and problem solving
Team player and able to use own initiative when necessary.
Organised, is able to set and work to clear objectives and challenging deadlines
Resilient, is used to fast paced environments and remains calm under pressure
Adapts communication and influencing style to enthuse, gain commitment and buy in.
Self-motivated, demonstrates a “can-do”, positive attitude and values learning and personal development
Understands and promotes the value of Equality and Diversity  Responsible, holds high ethical and professional standards


Application deadline: Friday 30th July 2021