Bookings Manager

3 weeks ago

England, United Kingdom Chartered Management Institute Full time

Location: Hybrid between Home and our Corby office

Reports to: End-Point Assessment Operations Manager

Salary: £33,280 plus excellent benefits

Closing Date: 10th May 2024


About the role:

This role is critical in managing bookings for End-Point Assessments (EPA), including the line management of the bookings team, ensuring bookings are administered in a timely manner with the end user in mind. The role is responsible for ensuring processes deliver excellent customer service and exceed customer expectations.


Responsibilities:

  • Line management and monitoring of booking coordinators, ensuring the EPA service delivery activities are being undertaken effectively and in line with regulatory requirements
  • Identifying and recommending improvements to process, reporting and systems to reduce queries, complaints and deliver a high standard of customer service to all stakeholders including Training Providers, Assessors and colleagues
  • Implement changes in process, systems and/or introduction of new standards into normal working practices ensure all procedures are well documented and accessible to all colleagues
  • Proactively work to exceed customer expectations and be operationally effective for CMI
  • Management, coordination and administration of the EPA delivery process from Gateway to Completion, including timely booking of EPA and management of cancellations, resits, rebookings and arrangements for additional learning needs/reasonable adjustments.
  • Liaising with partners, IA’s and other internal and external stakeholders in relation to EPA service delivery activities relating to Live Assessment bookings and associated processes.


About you:

We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.

  • We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders, ‘Practical’; with the ability to make quick and smart decisions, ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do.
  • You should have demonstrable experience of managing a team in a customer care/service delivery role
  • You will be organised, agile and innovative to constantly review and improve our processes
  • An understanding of apprenticeships and End-Point Assessment would be advantageous, but is not mandatory


Why CMI:

Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2023, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.


It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

  • Flexible working - whether that’s from home or in the office; wherever works best for you. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work
  • 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday
  • Wellbeing and mental health - in-house mental health first-aid trainers, BUPA Employee Assistance for 24 hour support and access to Kooth, an online mental health platform
  • Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+ and MPeople (Menopause) are open for anyone to join
  • CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice
  • Rewards and Recognition scheme - cash prizes awarded to employees throughout the year
  • Socials - with an active social team, we have a book club, baking club, Pilates classes and regular team outings
  • Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months


About us:

The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals’ career prospects, management capability and impact in the workplace.

Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way.


We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.

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