Centre Relationship Manager

About the Role

This is a key customer facing role within the SIAS operations team. The role will manage a portfolio of customers (Training Providers, Awarding Organisation Centres and key employers) providing continuous engagement and support being responsible for quality, problem solving and engagement within the portfolio. The role is responsible for planning and organising the delivery of end point assessments, and ongoing support and management of Centres within the portfolio.

Responsibilities

• To provide high-level customer service for customers and internal enquiries via telephone, teams and e-mail, working effectively and timely against tight Service Level Agreements, managing the needs of the customer and being solution-focused if there are any problems.
• Ownership of End Point Assessment engagement by managing a portfolio of customers (training providers and employers), using initiative and best practice to ensure excellent customer care consistently through the portfolio.
• To lead on monthly/bi-monthly planning and engagement meetings within the portfolio, engaging with a range of senior and multiple stakeholders- offering end-to-end support across the whole apprenticeship journey and report back progress to Operations and Centre Manager.
• For approved Centres within the portfolio monitor incoming requests for qualification approval in a timely manner.
• For End Point Assessment delivery work closely with SIAS customers to ensure expected End Point Assessment dates are accurate, Technical Experts/Registered Assessors are identified early and support the operations support coordinator with the application/induction process.
• Identify and progress reasonable adjustments pre gateway.
• Provide monthly reports to key accounts as required.
• Provide support to all customers on our EPA Pro system, including providing training on how to use the system to training providers and employers within the portfolio.
• Support Operations and Centre Manager with onboard and induction of new customers allocated to the portfolio.
• Understand and apply Ofqual compliance conditions and work within these when completing gateway audits, ensuring that any assessments are completed within the required timeframes.
• Complete gateway audits, planning meetings and allocate End Point Assessors to apprentices as per standard operating procedures.
• Confirm and add End Point Assessment bookings to our EPA Pro System, with responsibility for quality control of the information added.
• Report back to Operations and Centre Manager of any capacity and capability issues with End Point Assessors.
• Support Centre Management and administration as required and provide confirmation of approval to the Centre within the portfolio.
• Communicate the application progress for each prospective Centre to all relevant parties.
• Monitor Centres due for re-approval in-line with Centre re-approval process and update Centre details in the system, providing confirmation of re-approval to the Centre.
• In conjunction with EQA's process Centre withdrawals and update the Creatio Green System.
• Provide solutions to routine complaints and provide potential solutions for appeals and complex problems to the Operations and Centre Manager.
• To work to the highest high level of quality and integrity, remaining compliant with all SIAS policies and processes.

Qualifications, Skills and Experience

• Qualified to Level 3 (A Level equivalent)
• Evidence of recent Continuing Professional Development and a drive to continually learn.
• An understanding of apprenticeships, standards and qualifications/awarding.
• Ability to analyse, interpret and present information and data.
• Able to work in an evolving business environment, at pace and with quality.
• Able to respond positively to change, contributing your own ideas to achieve business aims.
• Able to work independently and effectively.
• Experience of working in a Awarding Organisation, End Point Assessment provider or Apprenticeship training provider.
• Hands on experience of resource allocation / project management / coordination / Operations experience.
• Experience of resource scheduling in a dynamic environment.
• Experience in a training/development environment (preferably in a science or technical environment).
• Experience of managing a portfolio of work with responsibility for problem solving.
• Evidence of using a project management/resource scheduling approach to meet objectives.

How to Apply

To apply for this position, please email with a copy of your CV and a covering letter of no more than 1000 words detailing how you meet the essential criteria for this post.
Please ensure that you specify which post you are applying for.

As we are a Disability Confident employer applicants should indicate if they consider themselves to be a disabled person. All disabled candidates who meet the essential criteria will get a guaranteed interview.

We are a fully inclusive organisation and encourage applications from individuals from minority communities.