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Learning Coordinator Hybrid

4 months ago

Oxford, United Kingdom Blue Arrow Full time

Job Title: Learning Co-ordinator Hybrid

Company: Capita

Pay: £13.85ph (Paid Weekly)

Hours: 37.5hrs PW, Mon - Thurs 8:00am - 4:30pm

Fri - 8:00am to 1:00pm

Location: MINI Plant, Cowley, Oxford OX4 6NL

Job purpose:
A customer facing role, which will in turn require engagement with suppliers.

The Learning Coordinator will provide front line customer support to Capita Learning's customers by

their learning strategy, preferred mode of delivery and expected outcomes. Once the customer

requirements have been established the Learning Coordinator will identify and propose the most

appropriate Learning solution, whether this be serviced via a direct delivery solution, Learning

Associates or 3rd Party suppliers. Upon customer approval the Learning Coordinator will engage all

parties to ensure that the Learning Services are delivered, which may be a single event or a multi stage

programme.

To work within a team servicing one or multiple customers, providing expert knowledge to ensure that we

delight customers, meeting or exceeding all KPIs and SLAs

Key activities and responsibilities:
Customer:

- Ensures all KPIs and SLAs are met or exceeded
- Ensures that there is operational policy compliance
- Acts on customer feedback and demonstrates continuous improvement
- Responsible for resolution of all operational customer service issues within SLA
- Proactively building a relationship with key customer contacts to build rapport.
- To deliver customer service excellence through accuracy and quality

Operational:

- To process bookings, amendments and cancellations via multiple contact channels
- Effectively maintain and manage opportunities and forecasts within systems.
- Qualifies the learning needs, using effective questioning techniques and market intelligence to

recommend appropriate solutions
- Effectively and proactively qualifies complex customer enquiries and needs, using effective

questioning techniques and market intelligence to recommend appropriate solutions.
- Proactively manage training plans to ensure customer needs are met
- Create a schedule of events based on required dates/locations
- Where appropriate, proactively negotiate with suppliers in line with customer operational model
- Exhibits a creative approach to problem solving, understanding the decision making hierarchy

and can evidence how they escalate points appropriately.
- Responsibility to ensure all customer invoicing in completed correctly with all finance KPI's being

attained
- Ensure joining instructions are sent to delegates
- Adheres to business processes to ensure you are working in a consistent, methodical and

productive manner and providing feedback for areas which require improvement.
- Develop an effective relationship with all internal and external stakeholders, e.g. suppliers,

customers and other business areas
- Develops a good understanding of the Learning Industry including what "good" learning design

and delivery looks like, when and how people learn and how to define learning need and provide

appropriate advice and guidance

People:

- Maintain an up to date personal development plan
- Manage own personal development

Key Performance Indicators:

- Meeting and exceeding all SLAs (both internal and external)
- Delivery against financial objectives
- Customer Satisfaction and Net Promotor (or equivalent) scores
- Achievement of personal and business objectives
- Revenue, production, Quality and efficiency scorecards

Core capabilities:

- Ability to develop strong relationships with stakeholders
- High attention to detail
- Managing difficult conversations and difficult decisions.
- Develops internal & external network.
- Excellent communication skills.
- Strong Customer Service, interpersonal and communication skills
- Organised
- Ability to work under pressure.
- Willingness to learn and adaptable to change.
- Organised, motivated and driven
- Willingness to be flexible when paid overtime is required

Essential experience and Qualifications:

- Minimum of five GCSEs grade A-C including English and Maths - or equivalent qualification.
- Experience of working in a Service Centre / Operations environment
- Good understanding of different technologies, including telephony.
- Competent using Microsoft Office packages. Word and Excel essential.
- Excellent use of the English language, both written and verbal
- Excellent oral and written presentation skills
- Ability to diffuse potentially confrontational situations and to remain calm and reasonable when

dealing with difficult calls.
- Experience managing customer relationships in a Customer Service setting
- Ability to work within a team-based environment and use own initiative where necessary.
- Ability to follow procedures and suggest service improvements
- Good understanding of profit and loss

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.