Course Operations Executive

Mercia Group are now recruiting for a Course Operations Executive

**Course Operations Executive - Hybrid**

**Location**: Plymouth, Hybrid
**Salary**: £25,000 - £28,000
**Fixed** Term for 12 months

**Why do we want you?**

You have managerial experience and have previously worked in a customer service/client facing role, with the ability to problem solve and enjoy working across multiple departments in a deadline and target driven environment.

**We are Wilmington plc**

Wilmington plc is a portfolio made up of specialist brands providing custom solutions to customers across the globe from over 10 different offices.

We provide a wide range of products including specialist information and data, and high-quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges.

Find out more about our core purpose and how we help our customers do the right business in the right way

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them. **We will support you, develop you and recognise you.**

Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide and they are part of the Wilmington T&E division.

**About the role - Course Operations Executive**:
The Course Operations Executive is responsible for developing and leading Mercia’s Course Operations Team and will promote retention and loyalty to the Mercia business and brand, in line with our Vision & Values.

We are looking for someone who will be responsible for the entirety of our public training programme, which includes both face to face and virtual training events.

**In addition to this you will be responsible for**:

- Line Management of the Course Operations Co-Ordinators and Administrators.
- Leading on the public programme planning and ensure this is presented to the Course Operations Manager within set deadlines.
- Ensuring all bespoke public programmes are planned and ran to the specific guidelines, working with the Senior Key Account Manager
- Monitoring course viability and ensuring all actions needed are taken in a timely and cost-efficient manner
- Responsibility of relationship with Mercia’s external venue finders
- Monitoring of course feedback in line with our KPIs and engaging with the Head of Performance and Client Success if there are any service issues.
- Developing and maintaining long term business relationships by serving as an internal advocate and client liaison contact and communicates effectively at all levels
- Maintaining excellent client data including recording all actions and conversations with clients in the relevant TMS databases
- Managing of all of Mercia’s external Co-Hosts and the relevant administrative process in relation to this
- Ensuring invoicing within the Proactis system is approved in a timely manner
- Ensuring all of Mercia’s external Speaker’s have an allocated contact and that the level of service is in line with Mercia’s expectations
- Prepares reports and visuals for the Course Operations Manager, that demonstrate achievements against KPIs
- Owns any complaints relating to service issues within remit and ensures they are resolved
- Managing queries within Salesforce and ensuring these are monitored and actioned against the set KPI targets

**Expectations**:

- This role calls for critical thinking, creativity, and a high level of personal accountability to do the right thing for the team and the business
- Meets and seeks to exceed all SLAs both internally and externally
- Monitoring our NPS scores and ensuring any actions are taken to bring this in line with targets
- Ensuring all Line Reports are supported and developed in line with Mercia’s People Policy

**The person in this role**:

- The Course Operations Executive needs to be an absolute team player who understands and is proud of how vital their role is to the commercial success of the business
- They should display energy and tenacity and should be able to balance client needs against our commercial objectives
- They should be a good listener, positive in the face of change
- Able to work well under pressure and must have the ability to think outside the box to resolve any issues that arise

**In order to be successful in this role you should have the following skills**:

- A hybrid of soft and hard skills required to master technology and manage people
- Management/Supervisory experience
- Microsoft office experience with Intermediate Excel skills
- Knowledge of CRM Systems
- Ability to problem-solve to get the root of any issues and ta