Business Operations Officer

**Job Title: Business Operations Officer (Support)**

**Accountable To: Business Operations Manager**

**Accountable For: None**

**Location: Preston**

**Our Objects**

All NEBDN employees are expected to contribute to the objects of the charity:
**‘To be the leading provider supporting excellence in Dental Nurse education and development in the UK’**

**Our Values**

NEBDN employees are all expected to subscribe to the organisation’s vision and values and for helping to ensure they support a positive and dynamic culture at NEBDN.

**Job Purpose**

**Key Accountabilities**
**Admissions and Support**

3. Effectively utilise processes and systems to support the highest standards of customer service and actively identify improvements.

5. Work as an effective team member, supporting colleagues with queries, distributing workloads etc so the team operates effectively.

6. Provide exemplary customer service to all users of online learning programmes and assessments, including centres, learners, associates and dental professionals.

7. Liaise with the external online providers regarding any issues which cannot be resolved internally, including technical queries. Receive and rectify queries with the user who raised the issue. Respond to queries and enquiries appropriately and in a timely manner.

8. Issue and track Records of Experience and Records of Competence using online systems as appropriate.

10. Deal with any changes, such as transfer requests, reasonable adjustments, withdrawals, deferrals accurately and in line with agreed policy guidelines.

11. Be a point of contact for queries from centres, learners and others, dealing with them where possible, and escalating where necessary.

12. Assist with the reconciliation of fees across all qualifications and process orders/ take payments where required.

13. Contribute to the annual review and dissemination of guidance documentation, so it is up to date, well presented and reflective of NEBDN’s brand.

14. Provide excellent customer support for all users of the Programme and electronic
Record of Experience and Record of Competence.

15. Identify opportunities for continuous service improvement and implement them in conjunction with team members and the Business Operations Manager.

16. Contribute to effective quality assurance of course providers by identifying any course provider issues and raise them with the Business Operations Manager and the Quality Manager as appropriate.

17. Provide support for the Objective Structured Clinical Examination (OSCE) process as required, including supporting at OSCE examination centres.

18. Provide support to relevant Committee meetings when required.

**General requirements**

1. Ensure that all responsibilities are undertaken in an effective and appropriate manner.

2. Positively participate in internal/external meetings and training.

3. _Positively participate in regular one to ones and annual appraisals._

4. _Actively adhere to all NEBDN’s policies and procedures at all times._

5. _Work in accordance with NEBDN’s culture, values, aims and objectives._

6. _Act as a positive ambassador for the charity at all times._

7. Undertake any other duties that may be reasonably required from time to time.

8. Maintain strict confidentiality of information conveyed to them by the Chief
Executive, Senior Managers, Trustees, beneficiaries, staff and external organisations.
Acknowledging the need for professional sharing of information with relevant parties,

NB: This Job Description forms part of the Contract of Employment of the person appointed to this post. It reflects the position at the present time only and may be changed at management’s discretion in the future. As a general term of employment, the Charity may make any necessary change in job content or may require the post holder to undertake other duties, at any location in the Charity’s service, provided that such changes are appropriate to the employee’s role.

**Person Specification**

**Post**:Business Operations Officer (Support)**

**Criteria Essential or Method of**
**Desirable Identification**

**Qualifications**:
Qualification to at least GCSE standard (relevant experience will compensate)

Evidence of commitment to own continuing professional development

**Proven Experience**:
At least two years administrative experience ideally but not necessarily in an educational setting

Experience of working effectively as a team member

Experience of effectively using IT and office systems and processes

Experience of delivering excellent customer service

Experience of working flexibly, managing tight deadlines effectively

**Knowledge, Skills and Abilities**:
Excellent verbal and written communication skills

Excellent attention to detail and accurate data inputting skills

Excellent organisational skills and ability to prioritise multiple tasks

Excellent IT skills with ability to prepare reports in Word, spreadsheets in Excel and Power Point

Able