Call centre

Tender description

A delivery partner for SET to provide a 1st line membership enquiry service for SET members, prospective members and Qualified Teacher Learning and Skills (QTLS) applicants that: — Responds to email and telephone queries; — Provides general advice and information; — Resolves minor issues such as problems members are having with their log in details or passwords; — Takes payments for membership fees, QTLS fees and other payments as agreed; — Refers appropriate enquiries to the FE Advice service (also part of the Education and Training Foundation) for information about becoming a teacher, incentives for training and qualifications (https://www.feadvice.org.uk/). — Escalates unresolved queries and complaints to SET core staff (second line support) as agreed. The service is both telephone and email responsive, available Monday to Friday between the hours of 9:00 and 20:00, throughout the year. As well as dealing with enquiries on a daily basis, the service provides support to facilitate the annual member renewal (during March to May) and new member joining (throughout the year) processes.