Overview
We are seeking a Customer Support Officer to be based at our office in NG8, Nottingham. Full-time 37 hours per week. Location: Robins Wood House, Nottingham. Salary: £24,290.46 p.a FTE (37hpw).
Skills and Education Group offer over 400 Further Education qualifications through approved colleges and training providers across the UK. The qualifications we offer cover a wide variety of vocational subjects, including hospitality, door security, transport, and childcare.
Job title
Centre Support Officer
Reporting to
Centre Support Manager (Examinations Team)
Responsibilities
* To manage own workload to deliver an effective examinations service to internal and external customers relating to our service delivery.
* To provide a customer focussed, professional and high-quality service to all Centres.
* To keep compliance and regulation at the forefront of your work, following processes.
* To respond to all service standards and KPIs set.
Main Duties and Responsibilities
* To ensure timely, accurate and effective examination processes ensuring regulatory compliance across our qualification portfolio.
* To embrace training to improve our customer experience e.g. Mystery Shop
* To ensure all relevant inbox email queries are resolved and responded to in line with service levels.
* To contribute to effective sampling activities to ensure continued compliance.
* Ensure that deadlines are met in relation to exam processes e.g. despatch of papers, exam scheduling, verification, issue of results, certification and any other related activities.
* Ensure the timely and accurate recording of incoming and outgoing post with detailed information to provide a clear audit trail.
* To support the Quality Assurance of examinations process; working with Quality and Regulation team as required.
* To provide comprehensive advice, guidance and support to centres and other customers on a range of products and services, as required.
* To provide relevant information to assist with the development and marketing of products, as required.
* To ensure the effective and efficient control of information and data in line with GDPR requirements.
* To deliver excellent customer service to internal and external customers and stakeholders.
* To monitor and make recommendations for the review of systems and procedures on a continuous improvement basis.
* To maintain accurate and up to date records and provide data, as required.
* To log, handle and resolve complaints effectively and in line with the complaints policy.
* To maintain efficient systems across a range of administrative areas with a high level of accuracy.
* To foster effective working relationships with approved centres.
* To support colleagues with the identification and conversion of new business.
* To log and co-ordinate feedback from centres.
* To offer training, support and expertise to colleagues, when required.
* To ensure all activities are carried out in accordance with published Service Level Agreements.
The above-mentioned duties are neither exclusive nor exhaustive and the post holder may be required to carry out such other appropriate duties as may be determined by the Head of Centre Support.
The post holder will be expected to adopt a flexible approach to support the efficient and effective running of the Company.
Skills and Qualifications
* Experience of working in a busy office and have excellent organisational and time management skills.
* A keen eye for detail and ability to work accurately at a fast pace.
* Excellent IT skills and competence in Microsoft Office.
* Strong customer service orientation with ability to handle queries professionally and communicate confidently with internal and external customers by telephone and email.
Terms and Benefits
We offer good terms and conditions of employment with a generous holiday entitlement and a contributory pension scheme.
Required information
Closing date: 5pm Thursday 6 November 2025. No agencies please. If you do not hear from us within four weeks of the closing date, your application has been unsuccessful.
Eligibility statements and other required information have been retained as part of the posting.
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