Learner Success Coordinator

3 weeks ago

Bournemouth, United Kingdom learndirect Full time

Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.

As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.

From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.

Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need.

With rapid expansion well underway, you could become a part of the online solution to educational needs.

This is a new role being established to create a compliance function to facilitate growth of the business within financially regulated frameworks.

**Job Purpose**:
To take ownership of the learner enquiry by either responding or allocating to the appropriate team / tutor. To promote a positive reputation of ACD/ learndirect by proactively promoting Trustpilot / social media / learner feedback.

**Key Responsibilities and Accountabilities**:

- To respond to learner queries within business agreed timescales.
- To direct queries to the appropriate team or tutor when necessary.
- Take ownership of the learner journey including
- Monitor Trustpilot and respond to learner reviews with resolution.
- Proactively generate positive Trustpilot invites to reflect service provided.
- Manage workloads daily to ensure that service levels and contractual requirements are met.
- Communicate with the finance team to resolve learner enquires.
- Support Sales teams with advice and guidance.
- Provide the learner with relevant information regarding TOTUM cards.
- Monitoring the Job Board and liaising with people wishing to advertise and arranging bulk purchases of credits
- To provide reports and summaries as appropriate, liaising with the other parties where relevant
- To assist with the development of processes and procedures to ensure that suitable controls are in place and to ensure timely and accurate processing of learner queries.
- To liaise with the relevant Manager and Head of Faculty to ensure accurate and reliable record keeping and to report any errors as necessary
- To monitor and ensure the accurate inputting / processing of data
- To ensure that procedures and policies relating to delivery of the awarding body and partner contracts are followed
- To maintain accurate Learner data and records, including Learner progression data
- Contribute to the overall quality of the commercial delivery by maintaining own CPD and operational knowledge
- Support the management team with preparations for EV visits and Quality Assurance inspections
- Ensure that organisational processes are followed and that the required standards of Quality, Audit and Accreditation (including E&D and H&S Learner polices) are met

**What were looking for?**
- Administration and data entry experience ideally within a training provider or college-based background
- Experience of working with Trustpilot directly to resolve reviews left incorrectly
- An awareness of CRM systems.
- Experience of working in a registration and certification, or course co-ordination role.
- An awareness of the key principles of awarding body requirements.
- Administration and data entry experience ideally within a training provider or college-based background
- A good level of English and maths (minimum level 2)
- Good ability to handle multiple tasks simultaneously to a high standard, ability to adapt and prioritise work, plan and organise workloads under pressure to achieve agreed timescales and meet performance measures.
- An ability to prioritise and ensure resource is used effectively
- Good communication, interpersonal, planning, organisational and problem-solving skills.
- Ownership ability. To take control and be able to work independently with mínimal guidance.
- Good team working and problem-solving skills, with the ability to self-motivate and work independently within a team environment.
- High level working knowledge of most Microsoft Office packages, IT literacy skills, including certification systems, Excel, and Word, use of the internet.

**Salary**: £23,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension

Schedule:

- Day shift

Work Location: One location

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