Customer Support Coordinator

Job Type:
Job Title / Sector:
South West England
£23,000 to £23,000 per annum
Lifetime Training
Job Ref:

Innovate Awarding is an End-point Assessment Organisation approved to deliver end-point assessment for 17 standards in six sectors.

We are now recruiting for a Customer Support Coordinator to coordinate all administrative activities within Innovate Awarding

Key responsibilities:

* Responding to and taking ownership of all customer enquiries
* Administration and processing of apprentice/ Learner registrations, results and certificates
* Ensuring personal and functional KPI’s are met
* Managing Centre and Employer EPA contracts – liaising with customers, Quality Assurance Manager, EPAs as is relevant
* Managing Centre and Qualification Approvals – liaising with customers, Quality Assurance Manager, EQAs as is relevant
* General customer administration on appeals, complaints, requests for reasonable adjustment or special consideration, malpractice and maladministration
* Creating and maintaining logs of customer activity and certification (e.g. replacement/destroyed/duplicate certificates
* Support the management of EPA/EQA recruitment, induction, monitoring and standardisation
* General administration and support of EPA/EQA activity
* Booking of Assessment venues as required
* Ensuring customer and supplier folders are maintained and managed appropriately
* Support the relationship management of customers
* Ensuring the data held for customers is up to date on all business systems
* Liaison with business system suppliers (lead on liaison with PEARL Tec) to include:
* Making recommendations for increased or improved functionality of business systems and processes.
* Implementing changes or revisions on relevant business systems as directed
* Providing support and user training in all business systems and processes as required.
* Devising and compiling accurate reports to support operational, quality and strategic management
* Provision of timely and appropriate data and information as requested to support the activity/requests of the Business Support Manager, Senior Management Team, Ofqual, external stakeholders and internal staff
* Compile the data required and produce a report for the Ofqual quarterly returns within the required timeframes and those reports required by other regulators.
* Invoicing administration for all Innovate Awarding customers and suppliers
* Report on the accuracy of qualification and assessment structure and details on the business systems if any issues are identified.
* Represent Innovate Awarding at internal and external meetings and events as appropriate

Key knowledge and skills:

* Experience of working in an office environment
* Customer service experience
* Experience of working to specific timescales and deadlines
* Customer Service
* Administration systems
* Experience of supervising the work of others

Closing Date:
Contact Details:
Lifetime Training
Contact: Lifetime Training

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