Administrator

**Restart - Cardiff**

**Full time - 37 hours per week**

**Salary - From £23,500.00 per annum, plus Serco Benefits.**

**Main Purpose**:
At Serco, our ambition is to impact a better future. This ambition, alongside the needs of government, authorities, communities, businesses, and citizens has seen us invest to create a best-in-class skills and training business. With new funding streams and an ever-increased government commitment to adult learning and apprenticeships, skills training and employability are a key investment priority for Serco in the UK.

The EST Administrator is a key role in supporting the future success of EST and will support with processes required to administer a variety of training programmes (including apprenticeships) and to ensure we meet regulatory and contractual obligations. The EST Administrator will also provide effective administrative support to Serco’s Operations Team delivering our Restart Contract, also supporting, when appropriate, Restart participants.

The Administrator will have excellent communication and organisational skills, exceptional attention to detail, experience in providing excellent customer service (both telephone-based and face-to-face) and will be able to input data at speed and with a high degree of accuracy. The Administrator will strictly adhere to the guidelines in accordance with the programme’s requirements and Serco’ policies and procedures.

The postholder will work with colleagues to support the meeting of tight deadlines and always maintain a high standard of customer service.

**Main Accountabilities**:

- To manage reception duties ensuring all visitors are greeted with the highest degree of customer service
- To manage petty cash flow and reimbursement of participant travel (if office-based)
- To conduct Warm Handover Calls
- To deliver consistently high levels of customer service when communicating with learners, participants and operations team.
- To respond to phone queries from customers and/or learners, escalating as necessary
- To source and book rooms for face-to-face delivery of sessions
- To book tutors for courses and coordination of learning material to support delivery
- To confirm dates of programmes / sessions with learners
- To register learners with awarding organisations as appropriate
- To collaborate with partner organisations as appropriate
- To keep records of attendance for all learners
- To book external examinations online (if relevant)
- To update participant / learner data as necessary in relevant IT systems
- To prepare and despatch certificates of completion
- To order offices supplies when relevant
- To undertake such other duties as may reasonably be required, commensurate with the level of responsibility.
- To contribute to team responsibilities including health & safety, office management, archiving and other SMS processes.

**What you will need for the role**:
**Essential**
- Minimum NVQ L3 Business Administration or similar experience
- Computer literate (MS Office including Teams, Outlook, Word, Excel, PowerPoint)
- Demonstrable experience of delivering high quality customer service
- Competent with learning new systems
- Ability to proactively manage and plan own workload
- Demonstrate a flexible approach to work
- Attentive to detail, ensuring all relevant data is captured accurately.
- Ability to use own initiative, working independently and as part of a team.
- Ability to effectively communicate using a variety of communication methods (spoken, written, behaviour).
- Presents a professional approach
- Identifies and solves problems
- Excellent interpersonal skills
- Strong attention to detail

**What we offer**
- Salary: Competitive salaries with annual reviews.
- Pension: Up to 6% contributory pension scheme.
- Holidays: 25 days' annual leave plus bank holidays.
- Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
- Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
- Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
- ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
- Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
- Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

**About Serco**
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnera