Location
Hybrid, our office is based in Fort Dunlop, B24 9FD, Working (1 day per week in the office, typically Tuesdays)
Salary
£26,000 – £27,000 per annum, DOE + Excellent Benefits
Contract Type
12-month FTC
What We Can Offer You
Hybrid Working, Life Assurance, Additional Holiday Purchase, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources!
Why Do We Want You?
ICA, part of the Wilmington Plc are now recruiting for a Learning Support Advisor who is passionate about supporting learners throughout their educational journey.
You’re committed to delivering an outstanding customer experience, and you thrive in a busy, customer-facing role where you can make a real difference in the lives of students.
Please note: To complete your application, you will be redirected to Wilmington Plc’s career site.
Inclusive Workplace
At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked ‘apply’ !
Job purpose, tasks and responsibilities
You will be responsible for:
* Providing excellent customer service and support to students/learners after they have enrolled.
* Managing the learning journey for students, including tasks like transferring dates, providing tutor support, handling resits, etc.
* Downloading tutor recordings from Zoom and uploading them to the learning platforms for student access.
* Using systems such as Salesforce, Administrate (for training management), and Totara (for learning management systems) to manage student data and tasks.
* Working within a team of 10 and liaising with internal teams such as Enrolment, Client Services, UX team, and the TED (training) Team.
Best Thing About This Role
The best part of this role is enhancing learner journeys and helping them achieve success in their learning goals. Additionally, liaising with internal teams ensures smooth communication and service delivery.
Most Challenging Thing About This Role
The most challenging aspect is managing a high volume of calls and emails. Another challenge is working to Service Level Agreements (SLAs) to ensure prompt action and delivery.
Essential and desirable capabilities
We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes…
What We’re Looking For
To be successful in this role, you must have:
* Confident on the phone and able to handle customer-facing situations effectively.
* Strong customer service experience.
* Ability to work under pressure, managing a high volume of tasks.
* Excellent communication skills, both written and oral.
* Flexible and reliable, able to adapt to the team’s needs.
To be successful in this role, it would be great if you have:
* Experience using Salesforce, Administrate, or Totara (LMS).
* Previous experience in a customer support or similar role, preferably in a learning environment.
We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
About Us
We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington plc. Are you Join us and achieve more within your career with mutual respect, support and fair rewards. We are part of Wilmington plc, a leading provider of professional learning and development solutions.
Registered Office: 36B Speirs Wharf, Port Dundas, Glasgow, G4 9TG
Company Reg No. - SC372990 | VAT Reg No. - GB986160980
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