Programme Coordinator

3 weeks ago

Somerset, United Kingdom Best Practice Network Full time

The Position

Reporting to the Senior Programme Coordinator, the Programme Coordinator role is integral to the delivery of high-quality programmes and requiresexcellent customer service, efficient coordination of the learner journey and effective support and coordination services. Within the team you will be designated certain areas of responsibility that will change dependant on the needs of the team, the business and your own professional development.

Programme Coordinators will work closely withtheir team, Candidate Support Managers, and the Sales, Marketing, Partnerships and Finance teams to ensure an outstanding end-to-end experience for participants. Cross-team collaboration is encouraged.

Responsibilities

Respond to enquiries through various platforms including Freshdesk, Zendesk, email and phone calls

Ensure that enquiries are acknowledged and dealt with promptly, efficiently and courteously

Process programme applications to ensure completeness and eligibility

Notify applicants of the outcomes of their applications

Book and manage events in relation to programme delivery and workforce training (interviews, face-to-face and online courses, online briefings etc.)

Inform participants of all event details

Update, format and edit programme resources (face-to-face and online content), to adhere to company standards and branding guidelines

Ensure successful applicants have access to guidance, learning materials and systems required for the completion of their programme

Set up contracts and work schedules for associates and venues including raising purchase orders

Support the delivery workforce as appropriate

Track participants engagement, providing care, support and encouragement through to completion of programme

Maintain participant management systemsincluding programme, cohort & group allocations, progress, correspondance etc.

Pre-empt withdrawals and deferrals, offering support, alternative provision, and manage/ track them when they occur

Work with colleagues to document and improve processes

Take ownership of and provide visibility into the progress towards KPIs

Role model values including working collaboratively, striving for excellence, working with integrity and undertaking continual learning

Adhere to Best Practice Network and Supporting Education's policies and standards

Any other duties as may be required

Targets

Meet/ exceed departmental KPIs including-

Applications processing and enquiry response times

Application conversion rates

Evaluation responses

Participation rates

Programme withdrawals and deferrals.

Essential Experience, Skills and Attributes

Be reliable, hardworking and professional Have proven customer service-related experience Possess an excellent customer service manner, both written and spoken Have the ability to organise, plan and prioritise time and tasks effectively Work well under pressure with the ability to deal with issues as they arise Be open to change, actively seeking ways to improve all aspects of the business Be highly competent using MS Office and Teams Demonstrate accuracy and attention to detail Driven to see things through to successful completion and results Highly numerate and literate

Hybrid role with a minimum of 2 days in the Bristol Office.

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