Service Excellence Agent - Derby

Job Type:
Job Title / Sector:
East Midlands
Salary Description:
The Babington Group
Job Ref:

Job Title: Service Excellence Agent

Responsible To:Service Improvement Manager

Department: Service Excellence

Division: Organisational Development

Summary of main responsibilities: To engage with learners on an Apprenticeship programme to promote retention, support with overall achievement of programme and monitor learner satisfaction.

Principle accountabilities:

•To maintain regular contact with new Apprentices to identify issues and track progress on programme

•Work with operational teams to identify learners who have left/completed their Apprenticeship/Traineeship programmes without achieving qualifications and reengage them onto programme

•To maintain contact with learners who have left/completed/progressed their programme and establish progression/outcome destination
• Identify potential learning/programme opportunities for previous learners and liaise with sales/E-commerce to progress onto programme

•To support the Operational and Sales teams in ensuring learners are progressed and supported at the start of their apprenticeship, as well as monitoring progress throughout and until completion.

•Offer support for learners within an allocated sector and liaise appropriately with the relevant TA’s and managers in the business in order to ensure a smooth and successful learner journey.

•Engage with new apprentices on a daily basis to provide advice and guidance and assist with any issues or concerns within their first 6 weeks of employment as well as throughout the duration of their programme, where required.

•To conduct learner satisfaction surveys at key stages of their apprenticeship (Enrolment, MidPoint and Completion, including Non-Achievers), in order to monitor learner satisfaction.

•Supporting learners at risk of not achieving their programme/leaving

•Offer support for learners with Additional Learning Needs and liaise with relevant departments

•Be the first point of contact for all enquiries regarding all new apprentices who are in placement.

•Validating starts within the 16-18 age group by confirming start dates and programmes with learners and employers

•Liaise with Training Advisors with regards to changes of circumstance with new and existing learners

•Liaise with and respond to all client enquires regarding their learner or apprentice

•Identify all potential early leavers to the for further investigation

•Offer Support and guidance to apprentices/learners with regards to their programme, start of learning plans, e- portfolio and Babington online.

•Gain an understanding of how all departments interact and how this will affect new learners.

•Gain an understanding of policies and procedures and Babington’s Compliance procedures.

•To be responsible for ensuring that all Key Performance Indicators are consistently achieved.


The post holder must maintain the confidentiality of information about clients, staff and other Babington Group stakeholders. Some work is of a confidential nature and information gained must not be communicated to other persons except in the recognised course of duty. The post holder must meet the requirements of the Data Protection Act at all times.

Health & Safety

Employees must comply with the provisions of the ‘The Health and Safety at Work Act 1974’ and must take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions whilst at work. Employees are also required to co-operate with their employer to enable them to perform or comply with any statutory provisions. The Groups efforts to promote a safe and healthy working environment can only succeed with the full cooperation of its employees.

Equality & Diversity

The Babington Group has an Equality and Diversity Policy and it is the responsibility of all staff to comply with this. The key responsibilities for staff under this Policy are set out in the Babington Way.


This job description is intended to provide a broad outline of the main duties and responsibilities only. The post holder will need to be flexible in developing the role in conjunction with their line manager. The post holder may be asked to carry out any other reasonably and lawful duty or instruction.

Disclosure Barring Service
It is a requirement that all Babington Group employees are subject to DBS checks. This is a condition of employment with the Babington Group

Closing Date:
Contact Details:
The Babington Group
Tel: 01332 345450
Contact: Richard Plummer

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