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BASE & HOURS OF WORK: 35 hours per week, with occasional Saturday working (09:00-12:30) required. Three days per week (Tues-Thurs) office based in L24 8RN.
FUNCTION OF THE POST:
• To work with the Operations Team Leader to ensure continuous improvement of Open Awards administrative systems and procedures to meet the needs of our customers and regulators.
• To provide guidance, support, and training to the team of office-based clerical administrators as the first point of escalation for their queries.
• To coordinate the workload of the clerical administrators, ensuring adherence to service level agreements and deadlines.
• To provide efficient and effective administrative support for Open Awards Provider Recognition, Quality Assurance & Registration and Awards processes.
• To provide admin support on Open Awards products and services to customers and staff.
MAIN DUTIES AND RESPONSIBILITIES:
1. To provide guidance, support, and training to the team of office-based clerical administrators as the first point of escalation for their queries.
2. To provide training and support to clerical administrators on new and updated procedures.
3. To be the first point of escalation for queries the clerical administrators have in the day-to-day operation of their duties.
4. To co-ordinate the work of the clerical administrators including allocation of the internal administration support ticket system.
5. To ensure adherence to service level agreements for administrative work and maintain quality of work.
6. To run reports to ensure adherence to SLA and quality of work, check data files for certificate submission, and work with the Operations Officer to identify and implement process improvements.
7. To provide high-quality customer service to Providers and stakeholders, including advising Providers on Open Awards products, supporting system usage, processing qualification requests, recording verification reports, and handling enquiries.
8. To support Providers and staff with administrative tasks related to Open Awards processes, such as updating databases, recording data, and ensuring document accuracy.
9. To record and maintain accurate data on Providers, courses, qualifications, and learners, ensuring data validity and avoiding duplicates.
10. To generate reports supporting data accuracy and monitoring service standards.
11. To collaborate with Open Awards staff to support products and services.
12. To provide clerical support and answer calls as part of the team.
13. Follow procedures accurately, present a professional approach, maintain records, coordinate activities, travel as needed, and undertake other duties as assigned.
14. Support the organisation’s commitment to equality, diversity, and health and safety policies.
Open Awards Mission, Vision, and Values
Our Vision: To change lives through learning.
Our Mission: To support educational achievement for all learners.
Our Values:
* Excellence: To exceed standards, inspire excellence, and deliver personalized service.
* Respect: To foster respect, inclusiveness, and act with integrity.
* Innovation: To learn, develop, respond, and invest in staff, Providers, and learners.
* Aspiration: To be visionary and influential.
This job description is a framework outlining main responsibilities. Flexibility is required to meet organisational needs.
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