JOB TITLE: Senior Centre Support Officer (Exams) Fixed term contract 12 for months Reporting to: Centre Support Manager Responsible for: Centre Support Officers We are seeking a Senior Centre Support Officer to join our Examinations Team, to be based at our office in NG8, Nottingham. This is on a fixed term contract for 12 months. Skills and Education Group offer over 400 Further Education qualifications through approved colleges and training providers across the UK. The qualifications we offer cover a wide variety of vocational subjects, including hospitality, door security, transport, and childcare. This busy, varied role will require you to support the Centre Support Manager with the day-to-day efficient operation of the examinations team. It will involve both administration and customer service daily, ensuring the efficient operation of registrations, achievements, examination, and certification processes. You will need to have experience of working in a busy office and have excellent organisational and time management skills. A keen eye for detail is essential to work accurately at a fast pace. You should have excellent IT skills and be competent in Microsoft Office. Customer service is a significant part of the role, and we work hard to provide our customers with a courteous, professional, and efficient service at all times. You should be good at handling queries professionally and be a confident communicator, liaising with internal and external customers by telephone and email. At Skills and Education Group, we are passionate about the advancement of skills and education to improve the lives of individuals. Our work makes a real difference to peoples lives locally, nationally, and internationally. If you are interested in working for a lively and welcoming organisation where you can directly contribute to continued success, please apply with a CV and covering letter via the links below. We offer good terms and conditions of employment with a generous holiday entitlement and a contributory pension scheme. No agencies please. Should you not hear from us within four weeks of the closing date, we regret your application has been unsuccessful. JOB PURPOSE To support the Centre Support Manager with the efficient daily functioning of the team. To support the Centre Support Manager as required with 1:2:1s for the team and be the first point of contact to support colleagues as required. To assist with leading the team in the delivery of an effective and efficient customer service, ensuring that customer needs are identified and achieve high standards of service. To implement plans and strategies that support the achievement of Key Performance Indicators, Regulatory Requirements and Centre engagement. MAIN DUTIES AND RESPONSIBILITIES To help the Centre Support Manager and Head of Centre Support manage, support and develop the team and foster a continuous development approach, supporting training initiatives that improve the service and delivery of examinations. To support the team to ensure timely, accurate and effective examination processes ensuring regulatory compliance across our qualification portfolio. Ensure that deadlines are met in relation to exam processes e.g. despatch of papers, exam scheduling, verification, issue of results, certification and any other related activities. To support the examinations service ensuring that key tasks are delivered on time, in accordance with the relevant procedures and that regulatory compliance is achieved. Support when required the Quality and Compliance team with information for External Quality, Examiner and Chief Examiner activity. To effectively prioritise and allocate resources in real time to ensure that customer needs are met; providing appropriate and timely responses to customer enquiries received over the telephone or via email channels. Ensure that deadlines are met in relation to the coordination of External Quality Assurance activities. Ensure the timely and accurate recording of incoming and outgoing post with detailed information to provide a clear audit trail. Provide operational information that supports staff 1-1's. To ensure all shared emails in shared inboxes are responded to effectively within the set service levels. Promoting cross team collaboration and an initiative-taking approach to meet customer needs. To support with the development and implementation of clear written Standard Operating Procedures and Processes for all functions ensuing regular review. To contribute to the development and implementation of medium/long term resource strategies to ensure that seasonal peaks are identified and effectively planned for. To support induction and training for new staff members as well as with the delivery of training for all relevant staff members in relation to the introduction of new qualifications, processes or systems. To develop expertise and provide support in relation to exam specific processes. To provide coaching and training that ensures that sufficient team members have the knowledge necessary to maintain competence across the team. To act as a point of escalation for customer queries and complaints and where appropriate provide feedback to Officers to develop their individual understanding and improve the quality-of-service delivery. To provide accurate and effective collection and collation of data required for internal and external data returns. To proactively identify operational issues that may impact upon team performance or customer experience and liaise with the Manager and/or other departments (for example, IT Support) to ensure that issues are resolved. To ensure that all documentation and other resources are effectively managed; materials are accounted for, maintained and securely stored, and when appropriate old documentation disposed of appropriately To ensure the effective and efficient control of data in line with the requirements of the General Data Protection Regulations (GDPR) The post holder will be expected to adopt a flexible approach to ensure the efficient and effective operation of the Company. The above duties are not exclusive or exhaustive and the post holder may be required to carry out such other appropriate duties as may be determined by the Manager. OTHER DUTIES To contribute to the operational activity of the organisation where this relates to the overall benefit of Skills and Education Group. Such activity and its scope will be jointly agreed in advance. To ensure awareness of, and compliance with, all health and safety requirements taking reasonable care of the health and safety of yourself and other persons in accordance with the provision of Health and Safety legislation. To exercise proper care in operating, handling and safeguarding any equipment and appliances provided and issued by Skills and Education Group for individual or collective use in the performance of duties. To keep up to date, so far as is necessary for the efficient executive of the role, with new legislation, procedures and methods. To participate in the Groups appraisal process and to undertake appropriate training/development to ensure up-to-date knowledge and practices are applied and maintained for the efficient and effective performance of the post and to support the Companys strategic objectives. To uphold and promote the Groups Equal Opportunities and Diversity policies and practices. To present an appropriate professional image on official Company business. TERMS AND CONDITIONS This post is subject to the terms and conditions set by Skills and Education Group. Person Specification Key Essential-E Desirable-D Qualifications Good standard of education evidenced by GCSEs or equivalent- E Level 3 in Customer Service/Business Administration-D Knowledge and Experience Accurate data management skills including entry, validation and reporting-E Experience of working in a busy office with a strong customer service ethos- E Knowledge of working in an education/training environment-D Experience of allocating work/leading a function-D Experience coaching staff to learn a new task/skill-D Skills Excellent IT skills. Competent in Microsoft Office (Outlook, Word and Excel)- E High standards of accuracy and attention to detail-E Excellent written and verbal communication skills; presenting information logically and concisely in ways that promote understanding-E Good interpersonal skills, confident and professional telephone manner- E Organisational and time management skills with the ability to manage and prioritise the work of the team in line with deadlines- E Effective problem-solving techniques- E Ability to work effectively with cross-functional teams to achieve common objectives-E Ability to identify and develop new processes and train the team-E Work collaboratively to ensure regulatory compliance-E Personal Attributes The ability to use own initiative and know when to seek advice-E Treat people fairly and respectfully- E Acts with professional integrity at all times- E Committed to high standards of quality and seeks to improve systems and processes- E Ability to work effectively when under pressure to achieve tight deadlines-E Able to develop and maintain strong, effective and professional working relationships -E Committed to continuous self-development-E To lead by example with professional behaviours-E Additional Flexibility in working hours if necessary- E Capability to work from home if required- D

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