Job details
Job Title: Customer Service Administrator
Location: Manchester
Role Type: On-site
First Intuition (FI) is a fast-growing, innovative education provider committed to delivering outstanding learning experiences. At FI, our commitment to excellence is driven by our core driving principle of putting people first. We take pride in nurturing talent, fostering growth, and providing unparalleled support to our students, clients, and team members, ensuring they can thrive personally and professionally.
Our success is due to our approach to training and our links with businesses. We work closely with organisations to precisely understand their needs and incorporate these into innovative course designs, where the interaction with students is tailored, personal and reflects their specific circumstances. This approach has led to First Intuition being awarded an ‘Outstanding’ rating by Ofsted.
Overview
Job summary: This role will be focused on providing high-quality service to our clients and students who primarily study at the Northwest centres. This is a busy role and will involve flexibility and the ability to prioritise tasks to deliver operational support for staff within the Northwest centres and wider community.
Responsibilities
Key focus of role: You will work closely with colleagues to ensure that core operational processes are completed for the Centre. You must enjoy working in a fast-paced environment and be a great communicator – verbally, on the phone and through online chat channels. The post holder’s role will be to ensure effective and professional liaison and communication with tutors, skills coaches, administrative and external customers, to facilitate the smooth running of day-to-day activities, through the delivery of established processes. This role reports into the Head of Operations & Customer Services (Northwest).
Student service: You will be a primary point of contact and information for the Northwest Centre clients/students.
1. Act as the first point of contact for enquiries from students relating to course administration and providing appropriate advice and guidance.
2. Maintaining student and client records with course booking data, exam results data, taking payment/invoicing and dispatch of material required, as necessary.
3. Providing proactive support to students. This may include sending exam reminders or arranging tutor support where required.
Client service: Working with the Senior Management and other stakeholders, you will help deliver high quality service to the Northwest Centre clients.
1. Act as the first point of contact for enquiries from employers relating to their employee’s course administration and providing appropriate advice and guidance.
2. Liaising with regional FI centres in the coordination of administration support for national clients.
3. Maintaining sponsored student and client records with course booking data, progress reporting and the documentation and implementation of changes to study pathways.
4. Supporting Account Managers/Client Relationship team with data collection, invoicing, implementation of programme changes and sharing feedback / highlighting issues.
Business planning and growth support: Working with colleagues to provide support in the creation of plans and marketing communications to support growth.
1. The production of reports on student and client information.
2. The gathering and collation of feedback from students and clients.
3. The production, review, and maintenance of core marketing documents such as course brochures website information and email templates.
Centre and Course Operations: You will support as required on the completion of core course operations for the delivery centre courses.
1. The creation of courses in our CRM (Administrate)
2. The reservation/management of rooms and conference spaces.
3. The arrangement of any physical materials required for the delivery of courses.
4. Support with course enrolment, handle student queries and manage access issues.
5. Supporting with the replenishment and maintenance of the open areas of the centre.
Administrative: You will also be required to perform a range of administrative tasks to ensure the efficient functioning of the Northwest Centres.
1. Dealing with email correspondence, answering incoming calls, and scheduling appointments.
2. Following up on phone calls and contacts as appropriate.
3. Implementing and maintaining administrative systems.
4. Ordering course material.
5. Supporting the delivery, administration, and invigilation of computer-based exams.
6. Lone working cover (rota- based)
7. Supporting additional work as reasonably required by management from time to time. This list is not exhaustive.
Qualifications and skills
Essentials:
* Experience of administrative/customer service within an office environment
* Effective communicator with excellent interpersonal skills.
* Confident and professional in dealing with clients and colleagues.
* Strong organisational, problem solving and time management skills.
Desirable:
* Experience of invigilating computer-based exams.
* Experience of apprenticeship standards and programmes.
* Experience of the accountancy and finance sector.
Benefits
* 25 days annual leave (based on fulltime hours) PLUS bank holidays
* 3 FI Days per year
* Hybrid working available, equipment provided for homeworking
* Flexible-working positive employer with a range of family-friendly policies
* Employee Assistance Programme: 24-hour confidential access to counselling and support services
* Competitive Pension
* Private Medical Insurance
* Training and development opportunities
* Long-term career prospects in a growing company
First Intuition are dedicated to safeguarding children, young people, and vulnerable adults. All roles require reference checks, an enhanced DBS, and online searches in line with KCSIE guidelines. This post is exempt from the rehabilitation of Offenders Act 1974.
First Intuition is committed to safeguarding and promoting the welfare of children and vulnerable adults. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.
We are a disability confident employer, committed to equal opportunities for all applicants. If you need reasonable adjustments during the recruitment process, please let us know.
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