Maladministration and Malpractise Officer

**Permanent Full-time**

**Location: Hybrid (Sale, Greater Manchester)**

**Reports to: EQA Manager**

**Salary: £20,000 - £25,000**

**Line Management Responsibilities: No**

**Overview**

Training Qualifications UK is the fastest-growing Awarding Organisation in the UK and a market-leading End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

Whats the secret to our success? Simply put, we do things differently here

Our Maladministration and Malpractice Officer will perform a vital function in ensuring every certificate awarded by TQUK is valid and reliable. They will provide essential assistance to the EQA Co-ordinator (Maladministration and Malpractice), in identifying and addressing quality matters, investigating issues, ensuring compliance with our regulatory obligations, and maintaining our high standards.

They will support TQUK centres to understand what to expect from TQUKs processes and help monitor them to ensure that they are followed. In addition, they will identify the root cause related to identified issues and work with our centres to ensure preventive measures are put in place.

The role demands an unwavering commitment to maintaining exceptional quality standards throughout all aspects of its responsibilities.

TQUK has 3 values that we ask of everyone who represents us to live by; be courteous, have a willingness to learn, put the team first. Through these 3 values we offer our customers unrivalled support and service and can make TQUK be the best it can be.

**Key Responsibilities**
- Collaborate with the EQA Co-ordinator (Maladministration and Malpractice) to identify and address centre-related quality issues.
- Investigate instances of maladministration and malpractice, identifying root causes and working with centres to implement preventive measures.
- Provide advice and support to TQUK centres on the processes and requirements for becoming and maintaining recognition.
- Assist centres in understanding the expectations TQUK has for EQA processes (Maladministration and Malpractice), ensuring clarity on process details.
- Maintain and manage a substantial caseload, ensuring consistency while adhering to SLAs.
- Contribute actively to continuous improvement initiatives and standardisation events, with a specific focus on meeting regulatory expectations.
- Uphold the highest standards of quality and customer service in all responsibilities.
- Support the EQA Coordinator (Maladministration and Malpractice) with sanctions and actions placed upon assigned centres.
- Ensure accurate and complete records of instances of maladministration and malpractice are kept

**Other Responsibilities**
- Maintain excellent working knowledge of TQUK products, internal and external processes, and regulatory obligations.
- Efficient and effective data and file management; inputting, filing, monitoring of data.

**Key Requirements**
- Have excellent verbal and written communication skills.
- Be organised and able to prioritise your workload.
- Be dedicated to providing world class customer service.
- Be able to think on your feet and respond to customer demands.
- Be prepared to work in a regulated environment with a constant eye to maintaining and improving regulatory compliance.
- Be comfortable working to deadlines, and set standards and operating procedures.

**Key Characteristics**
- Be confident and ambitious with a can do, will do attitude.
- Be well motivated, enthusiastic and able to work on your own initiative.
- Accuracy and attention to detail.
- Work well with others.
- Be able to have fun
- Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.

**Key Benefits**
- Training, Qualifications & Apprenticeships. Its what we do
- 25 days annual leave plus 8 days Bank Holiday (33 in total).
- An extra day off to celebrate your birthday.
- Annual Loyalty Bonus.
- Annual salary review.
- NEST pension.
- Cycle to work scheme.
- A positive and supportive working environment.
- Christmas period closure.
- Comprehensive onboarding.
- A workplace that supports a healthy work/life balance.

Please see the Person Specification for this role here
- We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so