Senior Administrator

**TITLE OF POST**: Senior Administrator

**RESPONSIBLE TO**: Operations Officer

**STATUS**: 35 hours per week Permanent - Full Time.

(One in six Saturdays, working between hours of 09:00-12:30)

**SALARY**: £20,500.00 per annum

**LOCATION**: Office based (L24 8RN) 3 days per week, remote - 2 days per week

**FUNCTION OF THE POST**:

- To work with the Operations Officer to ensure continuous improvement of Open Awards administrative systems and procedures to meet the needs of our customers and regulators.
- To provide guidance, support and training to the team of office based clerical administrators as first point of escalation for their queries.
- To coordinate the workload of the clerical administrators, ensuring adherence to service level agreements and deadlines.
- To provide efficient and effective administrative support for Open Awards Provider Recognition, Quality Assurance & Registration and Awards processes.
- To provide admin support on Open Awards products and services to customers and staff.

**MAIN DUTIES AND RESPONSIBILITIES**:
1. To provide guidance, support and training to the team of office based clerical administrators as first point of escalation for their queries.
- To provide training and support to clerical administrators on new and updated procedures
- To be the first point of escalation for queries the clerical administrators have in the day to-day operation of performance of their duties
- To co-ordinate the work of the clerical administrators including allocation of the internal administration support ticket system.

2. To ensure adherence to service level agreements for administrations work and ensure quality of work is maintained.
- Run reports to ensure adherence to SLA and quality of work o Check data file for certificate submission.
- Work with Operations Officer to identify improvements needs to administrative process and work collaboratively on the writing, training and implementation of these processes.

3. To provide high quality customer service to Providers and other stakeholders, including:

- Providing advice and guidance to Providers in offering Open Awards products;
- Providing support for Providers in using the Open Awards systems (e.g. portal, unit bank, website);
- Promptly process qualification request forms, learner registration forms and results received and liaise with Providers;
- Recording receipt of verification reports against courses and qualifications on the Open Awards database.
- Deal with enquiries/queries from Providers;
- Communicate changes to Providers and staff.

4. To provide admin support to Providers and staff on Open Awards processes, products and services, including:

- Adding units to Quartz database;
- Updating programmes and courses;
- Recording and maintaining accurate and current data on the Open Awards database;
- Checking all documentation for accuracy and validity before issuing;
- Ensuring a robust system for certification is in place to produce certificates and send securely to Providers;
- Reviewing the processes and procedures for the secure certification of Open Awards products and making recommendations for change.

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. Generate reports from the Open Awards database and other reporting tools to support accuracy of data and; monitoring service standards to ensure excellent customer service is maintained and service standards are met.

7. Work collaboratively with Open Awards staff to provide a robust support network for Open Awards products and services.

8. To work with the Clerical Administrators to provide clerical support for Open Awards and answer calls. General responsibilities

9. Follow Open Awards procedures accurately and reliably.

10. Present a professional approach.

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

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

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

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

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

16. 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 work functions are undertaken in accordance with health and safety legislation, codes of practice, Open Awards Health and Safety policy, and the Mission, Vision and Values of Open Awards.

A full