Customer Service

We are looking for an experience facilitator and assessor to join our journey to improve the
able to deliver both bespoke modules and qualifications to a high standard, focusing on soft
responsible for the administration of ESF paperwork in addition to designing and creating
training documents to embed a culture of self-learning.

**Key Responsibilities**
**and Accountabilities**:

- Identifying and delivering learning interventions to support the development of

managers across the business
- Designing face to face and virtual training
- Administration of all ESF paperwork
- Assessing CMI management qualifications
- Coaching line managers
- Creating engaging training documents to curate an accessible learning zone
- Deliver customer service training
- Deliver mandatory training
- Support the learning and development team, to improve engagement and upskilling

the business

**Special**
**Circumstances**:
From time to time the post holder will be expected to work unsociable hours and must be
flexible, as additional hours will be required at peak times of the year. Annual leave may
be restricted to certain times of the year.

University of Sunderland
**Role Profile**
Part 2

**Part 2A: Essential and Desirable Criteria**

**_Essential_**
**Qualifications and Professional Memberships**:

- To hold A1/D32&D33 Assessors Qualification or willing to work towards

**Knowledge and Experience**: Experienced facilitator, face to face and virtually
- Experienced Assessor
- An understanding of ESF rules and requirements
- Previous management experience***

**_Desirable _**
**_Qualifications and Professional Memberships:_**
- Associate member of CIPD.
- Level 3 (or equivalent) qualification in learning and development/adult

education.
**Competencies are**
**assessed at the**
**interview/selection**
**testing stage
**Communication**

**Oral Communication**
- Summarises and interprets complex, conceptual and special matters to aid
- others’ understanding and aimed at their needs- Uses appropriate styles and arguments to influence and negotiate

satisfactory outcomes
- Monitors understanding of others, develops approach and takes corrective

action if required
**Written Communication**
- Anticipates the others’ needs for information
- Adjusts the level of content to suit audiences with varying levels of
- understanding and ability- Provides information in a suitable format so that the others’ needs are met
- Uses a range of different formats, chosen to the diverse needs and ensure

understanding.

**Decision Making**
**Independent Decisions**
- Considers wider impact of decisions, assesses possible outcomes and their

likelihood
- Uses judgement to make decisions with limited or ambiguous data and

takes account of multiple factors
- Distinguishes between the need to make a decision, when to defer and when

not to take a decision

**Collaborative Decisions**
- Helps others to explore options that initially appear to be inappropriate or
- unfeasible and recognise when a decision is or is not needed- Enables others to contribute to decisions
- Ensures that options are weighed, outcomes identified and chances of
- success considered- Challenges decisions, appropriately to ensure consideration and processes

are robust

**Provision of Advice**
- Anticipates and highlights issues that need to be taken into account
- Outlines possible impacting factors, assessing their degree of influence on
- the choice of options- Ensures previous learning is included

**Initiative & Problem Solving**
- Solves standard, predictable problems in accordance with procedures and

precedent
- Adapts approaches to produce suitable and acceptable solutions
- Analyses problems to identify their cause
- Takes action to prevent recurrence of problems
- Considers possible solutions to identify those which offer wider benefit
- Obtains evidence to support intuition

**Liaison and Networking**
**Liaison**
- Ensures that accurate information is passed on to the most appropriate

people in a timely fashion to improve working practices
- Co-ordinates own effort with that of others so the work is completed

effectively in line with team objectives
- Promotes a positive image of the Institution

**Participation in networks**
- Works across team boundaries to build and strengthen working
- relationships- Shares information and ideas to help others develop their practice
- Is involved in networks to pursue a shared interest as a requirement of the role

**Building Internal networks**
- Actively seeks to build productive and enduring relationships between teams

to strengthen working relationships and foster collaboration
- Leads and develops internal networks to pursue a shared interest and

influence events or decisions

**Building External networks**
- Leads and builds role related external networks to enhance the work of the
- Institution- Actively seeks to build productive relationships between external bodies to

benefit the Institution

**Planning and O