Administrator Remote
Job description
About Edinburgh School Of Music
Edinburgh School of Music (ESM) was established in 2018 and has grown over the past 5 years from a single studio teaching 50 students to 4 studios teaching music to over 250 students. At the core of our business is our ambition to provide access to the joy of music no matter the background of the student. We believe that the power of music can be a truly amazing force for good in the world.
As we continue to grow and provide increasingly more students with music tuition, the need has arisen to appoint an Administrator to process enquiries and schedule music lessons.
Role definition
The ESM Administrator is the key role that ensures the effective running of our business. This is a part time role working 12 hours per week over 3 or 4 days. Working days will ideally be split up over the working week eg. Monday, Wednesday, Friday.
As Administrator, you will be responsible for the effective management of all incoming enquiries, management of our scheduling system and liaison with teaching staff to ensure resources are matched to student requirements. The role requires an individual who is friendly, proactive, punctual, resourceful and above all else a highly effective communicator.
The role is effectively split between 3 main areas;
Incoming customer enquiries (email/telephone)
Internal teacher scheduling
Student / teacher support
Administration responsibilities
Dealing with enquiries
- Promptly and effectively dealing with new student enquiries (received via email and telephone) using the ESM enquiry management and on-boarding procedures
- Liaising with new customers predominantly via written/email and occasionally telephone communication. Providing them with highly professional and effective communication at all times.
- Using the Opus 1 software to schedule taster lessons and onboard new students
- Following up on taster / initial lessons and converting enquiries to regular lessons
- Capturing customer contact information and ensuring T&C’s and any relevant documents have been completed
- Issuing and booking voucher lessons
Supporting existing students / customers
- Current student queries and questions
- Managing our scheduling software, Opus 1. Updating the calendar, booking lessons and rooms. Checking calendars for missed lessons and following up
- Dealing with lesson cancellations and rearrangements
- The management and resolution of complaints
- Ensuring student compliance with our terms and conditions
Events
- Email reminders of term dates / upcoming concerts / any other events
- Arranging and liaising with tutors regarding Christmas & End of Term concerts & other upcoming events
Skills and experience
- Excellent attention to detail
- Ability to work well with others
- Ability to work on your own
- Sensitivity and understanding
- Flexible and open to change
- Excellent written and verbal communication skills
- Excellent customer service skills
- Computer literacy and competence in using back office applications in particular appointment scheduling software and in-bound email enquiries
- The ideal candidate will have at least 5 years experience in an inbound customer enquiry and appointment scheduling role
- You must be able to demonstrate excellent written & verbal communication skills during the interview process
Job Type: Part-time
Part-time hours: 12 per week
Salary: £11.00 per hour
Benefits:
- Company pension
- Work from home
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 5 years (required)
- Administrative experience: 5 years (required)
Language:
- English (required)
Work Location: Remote
Application deadline: 18/08/2023
Expected start date: 22/08/2023
