About NEC The National Extension College (NEC) is an educational charity and part of the Open School Trust. For over 60 years, we have delivered high-quality, flexible, tutor-supported distance learning across the UK. We are growing rapidly, supporting more students than ever before. As a charity, all surpluses are reinvested into improving resources, technology, and access to education. Our staff play a vital role in helping us widen access to life-changing learning. Role Summary The main purpose of the role is to support the Student Support team with the operational aspects of the student journey and resource management, as well as providing essential team administration. The postholder will report directly to the Education & Quality Manager. The postholder will need a proactive and ‘can-do’ approach, with a willingness to master NEC’s internal systems, including the CRM, Moodle Learning Platform, Google Suite, and digital resource allocation platforms. This staff role forms an essential part of the Student Support team, ensuring that students have seamless access to their learning materials and that their progress is monitored effectively. The role is vital in maintaining the accuracy of student data, and ensuring that communication between tutors, students, and the NEC remains efficient, high-quality, and supportive. Job Responsibilities (1) Core Student Support Activities * Provide Student Support phone cover and handle incoming queries; resolving issues by referring to and logging on the CRM system, and interrogating the Moodle learning platform. * Daily triage and response cover for the Student Support email inbox and other inboxes as required. (2) Daily/Weekly Operational Tasks to include: * Daily allocation of ebooks and online resource platforms to enrolled students. * Posting anthologies and certificates (requires working from the office in Sawston (Cambridgeshire) at least one day per week). * Updating tutor availability on the CRM system and updating NEC’s Google Calendar of tutor availability when on annual leave * Setting up trackers for parents and carers on the learning platform, sending log-in emails. * Processing unsubscribe and data deletion requests to maintain database integrity. * Running regular reports to monitor student progress, and service levels e.g. assignment marking lapses. Knowledge/Experience required Essential ● A minimum of two years experience in a customer service and/or administrative role with an understanding of the importance of delivering high quality customer care ● Excellent IT skills ● Proactive and positive approach ● Confident to liaise at all levels and develop good working relationships ● Excellent organisation skills and attention to detail ● Strong communication and written skills ● Good time management and prioritising skills Desirable ● Knowledge of education from GCSE level upwards ● Analytical skills, able to present data Working Arrangements Hybrid Working: The employee will work one day per week office-based, with the remaining working days home-based. 12 month Fixed Term Contract (temp to perm): Part-time -21 hours per week Benefits: 23 days annual holiday plus bank holidays (with additional 4 days during Xmas shutdown); healthcare; pension; group life scheme; employee discount on NEC courses and other training and development opportunities. Closing date: 16-03-26