Business Support Officer

My client is a very successful Norfolk based organisation offering professional training in the Financial Services Sector as well as apprenticeships and leadership training.

My client pride themselves on being at the forefront of online delivery that inspires innovation, curiosity and professional growth through learning. My clients growing number of industry experts, build the skills needed today to develop the experts of tomorrow within their specialist chosen sector.

If you are looking for a meaningful career within a progressive and expanding business, I would love to hear from you.

The Role

As a Business Support Officer, you will work as part of the business support team to provide core administrative and customer care services that ensure our company, contracts and programmes run successfully.

Objective 01 – Administration – To support the end-to-end administrative process of my clients contracts and programmes.
Objective 02 – Compliance – To compliance check your own, team members and colleagues work to ensure it meets the required standards.
Objective 03 – Customer Service – To provide support, information and guidance to my clients stakeholders ensuring their queries are progressed accurately and efficiently.

Administration

Guiding potential learners and employers through their onboarding process
Obtaining Personal Learner Records and reviewing these for recognised prior learning, ensuring all information is transferred to relevant systems

Record and monitor the learners onboarding progress through HubSpot, ensuring all contacts and stages are recorded accurately

Complete the learners pre-enrolment interview with them through Aptem ensuring the learners circumstances, capabilities, motivators and qualifications are all recorded accurately ahead of their enrolment meeting

Review the information presented during the enrolment process for any potential funding adjustments. Work within tolerances to process funding and course adjustments appropriately.

Ensure all stages and requirements are fully, accurately, and diligently completed with signatures from the training provider, learner and employer. No learner to be progressed without signatures in place before their start date.

Transfer key information on apprenticeships to The Apprenticeship Service accurately for employer approval

Ensure employer contributions are fully paid before processing any learner ready for induction

Timely processing of Change of Circumstances requests, making sure all changes are accurate, justifiable, and appropriate. Concerns escalated to the senior management team in instances of high level of leavers or mass change of employment from any single employer

Process the Certification of learners in the same month they are recognised in EPA Pro. Ensure all elements are audited ahead of closing the learner record.

Ordering course materials to support the delivery of our programmes

Support the set-up and maintenance of key learner management systems such as Microsoft Teams and Office 365 folders

Support the organisation of learning events and activities, such as new class cohort training dates into systems and ensure invitations are received

Provide system and process support, ensuring colleagues follow administrative processes correctly and escalating where this may fall short

Support with company administration, such as obtaining quotes for renewals or organising interviews
Compliance

To check that a full and robust Initial Assessment has been completed with learners and employers, that meets set standards

To ensure through the Onboarding and Enrolment process that learners are both eligible and suitable for our programmes.

To ensure that as a result of initial assessment and the onboarding process all recognised prior learning has correctly resulted in a Funding Adjustment, and that these adjustments are accurate and recorded properly with supporting evidence.

To ensure where recognised prior learning has been identified that the Training Plan has been adjusted appropriately, including the correct amount of off-the job training required is recorded.

To fully audit the Apprenticeship Evidence Pack before the learner commences on programme.

To monitor that for all new starts there is Evidence of Learning on First Day against the knowledge, skills and behaviours of apprenticeship standards.

To monitor that there is Evidence of Learning each month for all learners, and where this is not present a query is raised with the Delivery Manager and case owner

To audit Progress Reviews each month to ensure they have occurred timely, the content is in line with set standards and that all parties have signed. Where this falls short of these standards to raise a query with the Delivery Manager and case owner.

To monitor Learner Progress and RAG rate the learners record in Aptem, to record and monitor the movement of learners RAG status each month.

To check learners Gateway documentation is recorded accurately.

As a Business Support Team, to sample 5% of learner records for compliance against SET standards, which include
Department for Education and Ofsted requirements. This reviews also includes all systems and processes in use, including the use of O365, Aptem and HubSpot. Results presented to the Board and SMT monthly.

Customer Service

To answer the phone to incoming queries within 3 rings

Record all incoming queries within HubSpot, taking ownership until resolved. Aim to close all queries within 2 working days

Ensure all communications are of a high professional standard, and where possible are template based to ensure consistency.

To be a brand ambassador for my client, presenting a professional, progressive, and polite organisation at all times.

Uphold and embolden our policies at all times, including the safeguarding of our learners.

Assist in system / process automation and enhancement, including the production of materials (such as video) that stakeholders can self-serve important information.

Any other duties as reasonably required by the business and your line manager

Accountabilities

Timely and accurate processing of sensitive personal and commercial data.

Fully comply with company processes, policies, and procedures at all times.

A brand ambassador for my client, representing the company in a professional, polite and progressive manner at all times.

Requirements

Exceptional verbal and written communication skills to both internal and external stakeholders.

Naturally diligent, ensuring all information and data handled is accurate and to the highest quality standards.

A very keen eye for detail, and comfortable critiquing the work of others.

A team player, able to communicate positively and constructively with others. Keen to support others.

Exceptional organisational skills, that include a positive attitude to multitasking.

Very strong technology skills, proficient and competent with Microsoft Office, Microsoft Teams, and using Customer.

Relationship Management systems

Honesty and integrity, owning mistakes and raising concerns.

Benefits
• Salary up to £26,000.00
• Remote working (nationwide)
• Smart / casual dress code
• 20 (plus Bank Holidays)
• 5 additional discretionary Christmas holiday days
• Nest Pension
• Commitment to your training and development
• Start the weekend early (2PM closing on a Friday)
• Team Social events
• Diverse and progressive culture