Course & Exam Administrator

3 weeks ago

Manchester, United Kingdom Alliance Française de Manchester Full time

The Alliance Française de Manchester, a locally-run charity promoting the French language and Francophone cultures, is seeking to recruit a French and English-speaking Course & Exam Administrator, starting in April 2024, to become part of our multi-cultural team, supporting our cultural and educational activities and providing a warm welcome to our students, members and the friends of the association.

The Alliance Française de Manchester is part of a global and national network of over 800 organisations in 132 countries. The Manchester Alliance Française is one of the largest in the UK network, with more than 700 students a year. The charity’s aims are to teach French, develop knowledge of French and Francophone cultures and support and promote cultural diversity.

**Job summary**:
Reporting to the Managing Director and working with the Course Director and the Administration Manager, the Course & Exam Administrator will provide friendly and welcoming front-desk services, will be responsible for customer relationship management and course and exam administration, and will supervise two assistant course administrators.

**Key responsibilities**:

- Customer relationship management, ensuring quality, efficiency and reliability of processes and administrative procedures. Taking ownership of the day-to-day running of customer services and reporting to the Director. Participating in AFM projects to develop and improve customer service.
- Leading a team of two administrative and customer service assistants, providing on-going support, motivation and encouraging professional development. Organising consistent service, planning staffing, assigning tasks and delivering training to this team to constantly deliver excellent customer service.
- Providing expertise in customer service, identifying and promoting the AFM services that are best suited to each type of client and participating in creating durable customer relationships. Efficient handling of administrative processes and customer relationship management.
- Ensuring efficient administration of group courses and private tuition, as well as organising and managing exams.
- be a confident self-starter with the ability to use his/her own initiative to complete tasks at hand;
- have good organisational skills with the ability to manage and prioritise a varied workload which requires attention to detail;
- have consistently good customer services skills to ensure the day-to-day support of clients and the team;
- have experience of working in customer service and as part of a team;
- preferably, have some experience leading a team within a call centre or a client service platform; and
- have a good command of both English and French.

**Key skills**:

- leading and supporting a small team;
- delegating and reporting;
- good mastery of common office tools: Microsoft Office (Word - Excel - Outlook) and willingness to learn to use in-house customer service and course management system;
- good communication and client management skills: listening, time management, responsiveness, ensuring pleasant client experience, expressing yourself well in writing and speaking;
- tact and diplomacy in handling occasional conflictual or sensitive situations;
- team-working and sharing knowledge and working methods;
- fully fluent in English with good writing and speaking skills; and
- a good level of French, B2 minimum.

**Personal qualities**:

- flexible, organised, able to prioritise, attention to detail, able to work as part of a team;
- good interactional skills, listening skills, able to reformulate and interpret requests;
- able to participate in promoting a positive image of the organisation;
- able to adapt to changes and fluctuations in tasks and workload; and
- desire to learn and develop, consider new possibilities and opportunities and use them to improve working processes and procedures.

**What we offer**:
Contract: Permanent

Hours : 37 hours/week from Monday to Friday

Location: Alliance Française de Manchester - 125 Portland Street, Manchester M1 4QD

Starting date: on or as close as possible to 8 April 2024

**How to apply**:
Application deadline: 27 March 2024

Interviews for the role will take place from 4 April onwards.

Administration responsibility for children’s classes - DBS check will be conducted.

No agencies please.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Language training provided

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 27/03/2024
Reference ID: Course & Exam Administrator

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