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Customer Service Tutor

3 months ago

Remote, United Kingdom Serco Plc Full time

Location:

Homebased

The role will involve a combination of online and face to face delivery requiring travel to delivery locations throughout the West Midlands.**Serco has a great opportunity within Employment Skills and Enterprise (ESE) for a Customer Services Tutor to join our ever expanding adult education skills team.

Customer Services Tutors (Adult Education) will be responsible for delivery of an NVQ certificate in Customer Services training and ideally a Level 2 Diploma in Business Administration as part of Serco's Adult Education Budget (AEB) provision within the West Midlands Combined Authority (WMCA).

The aim is to deliver effective and competitive training that increases learners' abilities to gain employment. Training should be high quality, as judged by Ofsted and WMCA.


Delivery will be primarily in cohorts of learners delivered both in-person and remotely online so travel within the West Midlands area will be necessary.

Collaboration between all delivery colleagues, as well as the Programme Manager and Programme Administrator, will be key.

As well as the delivery of sessions, tutors will be involved in the creation, development and review of our courses.

It is expected that successful applicants will bring with them extensive experience of all stages of the training delivery cycle.


Role is dependent on contract award.

Key accountabilities

  • Develop highquality NVQ level 2 customer service materials that fully cover all assessment criteria of the external awarding board (NCFE)
  • Contribute to the development of highquality business administration materials that fully cover all assessment criteria of the external awarding body (NCFE)
  • Deliver NVQ level 2 customer services training and, ideally the level 2 diploma in business administration to cohorts of learners via online learning platforms and other remote systems, and lead facetoface sessions, either in groups or onetoone as required
  • Complete formative assessments of learner evidence throughout the programme to ensure appropriate progress of learner towards gaining accreditation
  • Undertake summative assessments of learner evidence throughout the programme to ensure that all required assessment criteria are met in order to receive accreditation
  • Adhere to awarding body guidance and regulations
  • Engage in standardisation processes, comply with IQA sampling requirements and help prepare for EQA visits
  • Work with Skills Coaches to prepare a personal development plan for each learner to ensure they complete in a timely manner
  • Ensure delivery of the training will allow learners to successfully complete within the given timescales
  • Work with Skills Coaches to provide appropriate Careers Education, Information, Advice and Guidance (CEIAG) to all learners on our programmes
  • Work closely with colleagues (other tutors, Programme Managers, etc) to ensure our digital skills portfolio is effectively delivered
  • Understand opportunities available for further training in customer services and business administration (both free and funded) in order to share this with learners
  • Assist in the marketing of all programmes

Essential

  • Assessor or teaching qualification at level 3 or above (or be willing to complete the qualification during the probation period
  • Experience in delivering or assessing customer skills training at Level
  • Excellent knowledge and understanding of online and face to face teaching techniques
  • Ability to motivate learners throughout their programme of study
  • Strong communication skills
  • Effective research skills
  • Excellent planning and organisational skills
  • DBS and BPSS certification required before delivering to learners this can be completed during induction

Why Serco

  • Meaningful and vital work:_ Working within Employment, Skills & Enterprise at Serco means that you'll play a critical role in ensuring that customers continue to receive the support that they need to get into employment.
  • A world of opportunity:_ It takes a diverse team to support our Citizen Services contracts and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.
  • Great people_: You will find yourself interacting with staff, customers and of course your supportive team. You will be a significant part of the Employment, Skills and Enterprise contract and will be making a huge positive difference to our customer's lives.

What we offer

  • Salary £27,000 to 33,000
  • Up to 6% contributory pension scheme.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • The chance to make a positive difference to the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.

About Serco
At Serco,