Customer Service Advisor

6 months ago

Liverpool, United Kingdom Open Awards Full time

TITLE OF POST: Customer Service Advisor

RESPONSIBLE TO: Director of Service Delivery

SALARY: 22,986.00 FTE Pro rata to 26 hours per week (£17,075.00)

STATUS: Part-time, 26 hours per week

Permanent, including occasional Saturdays

FUNCTION OF THE POST:
To provide efficient and effective administrative support for the Provider Recognition, Quality Assurance & Registration and Awards processes.To work with the Head of Service Delivery and Operations Officer to develop the administrative procedures for the secure award of Open Awards products.To ensure continuous improvement of Open Awards administrative systems and procedures to meet the needs of our customers and regulators.To provide training for Providers and staff on administrative processes and online verification.

MAIN DUTIES AND RESPONSIBILITIES:
Administration

1.

To review the processes and procedures for the secure certification of Open Awards products and make recommendations for change.

2.

To provide training to Providers on administrative processes.

3.

To support the Provider Recognition, Quality Assurance, Registration and Awards process, checking accuracy of documentation received, and responding to queries.Provide guidance to Providers on administrative processes in offering Open Awards products (e.g. Badge of Excellence, Access to HE, Functional Skills (including assessment platform)Provide support/training for Providers in using the Open Awards portal.Promptly process documentation received, check accuracy and record receipt on the Open Awards database. (e.g. new course/qualification requests, learner registrations, results).Monitor receipt of registration and awards documentation ensuring service standards are maintained.Deal with enquiries/queries from Providers.Communicate changes to Providers and staff.

Page 10 of 13

4.

To provide a robust support network for Open Awards products and services.Work with Open Awards staff to ensure customer information is effectively communicated.Liaise with verifiers to ensure learners are certificated in a timely manner.

5.

To record and maintain accurate data on approved Providers, courses, qualifications and learners on the Open Awards database.Check the accuracy of data held for Providers and contacts.Ensure valid ULN’s are recorded for a learner.Update accurate information for the Personal Learning Record (PLR)Ensure database does not hold duplicate records for a learner.

6.

To ensure a robust system for certification is in place:
Check all documentation for accuracy and validity.Promptly process all verified results.Produce certificates and send securely to Providers.Generate reports from the Open Awards database.Maintain certificate stocks.

7.

To contribute towards the database development and undertake system testing on any agreed changes. Communicate changes to staff.

8.

Work collaboratively with Providers and Open Awards staff to address administration issues and ensure service standards are met.

9.

To work with the Clerical Administrator to provide clerical support for Open Awards and answer calls.

10.

Follow Open Awards procedures accurately and reliably.

11.

Present a professional approach.

General responsibilities

12.

Maintain up to date records of activities in Quartz database in accordance with policies and procedures.

13.

Work with other members of the Open Awards team to co-ordinate activity.

14.

Travel to, and work from any site that the duties of the job may require.

15.

Carry out any other duties as specified, from time to time by the Management Team.

16.

To support the organisation’s commitment to equality and diversity and to promote non-discriminatory practices in all aspects of the work undertaken.

17.

It must be understood that every employee has a responsibility to ensure that their work complies with all statutory requirements and with Open Awards policies, and to ensure that all

Page 11 of 13

work functions are undertaken in acco

rdance with health and safety legislation, codes of practice, Open Awards Health and Safety policy, and the Mission, Vision and Values of Open Awards.

There are three Customer Service Advisors. Certain tasks will be allocated with the expectation that all Advisors will have the ability to carry out all duties listed.

Open Awards Mission, Vision and Values

Our Vision is: To change lives through learning.

Our Mission Statement is: To support educational achievement for all learners.

Our Values are:
Excellence: To exceed standards in all we do, inspire excellence in our staff, Providers and learners, and deliver a personalised customer service that surpasses expectations.Respect: To foster a culture of respect and inclusiveness, being receptive to each other and customers, and acting with integrity.Innovation: To listen, learn, discover and develop; to respond effectively to and invest in our staff, Providers and learners.Aspiration: We strive to be visionary and influential.

This job description is no

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