Customer Support - Liverpool, United Kingdom - Open Awards

Open Awards

Verified Company

Liverpool, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

TITLE OF POST:
Customer Support and Training Advisor

RESPONSIBLE TO:
Director of Service Delivery

SALARY:
£22,986.00

STATUS:
Full-Time, Permanent

35 hours per week, across Monday-Saturday; (between the hours of 08:00-18:00 Monday-Thursday, 08:00-17:00 Friday and 09:00-12:30 Saturday).

FUNCTIONS OF THE POST:

To provide efficient and effective first line and ongoing customer support for all aspects of Open Awards provision and service, including Provider Recognition, Quality Assurance & Registration and Awards processes, via all mediums.
To devise, deliver and monitor provider training across all systems and products, including but not limited to, webinars, 121 training, and videos, on a scheduled and adhoc basis.
To work with the Director of Service and Support and Operations Team Leader to identify develop, update and amend procedures related to the secure award of Open Awards products and services.
To ensure continuous improvement of Open Awards systems and procedures to meet the needs of our customers and regulators.
To support the administration team in delivery of their duties.

MAIN DUTIES AND RESPONSIBILITIES:

Support

To provide training, advice, and guidance on all Open Awards products and services, including, but not limited to;
Provider Recognition,
Quality Assurance,
Registration and Awards process,
Access to Higher Education,
Ofqual qualifications,
Functional Skills,
End-Point Assessment,
Badge of Excellence.
To devise, deliver and maintain training to Open Awards Providers and other key stakeholders on all Open Awards Products, systems and services, with input from colleagues as required. This includes but is not limited to
Use of Open Awards Secure Portal across all our services, including endpoint assessment
Use of the Learning Management System
Use of the XAMS assessment platform
To produce and update, as required, instructional videos for all Open Awards products and services to be published on our website and other platforms.
To provide training and support to internal colleagues across all our systems, processes and products, including the delivery of internal training
To ensure Providers experience end-to support from first contact with us.
To identify external and internal training needs and respond as required to fulfil training needs.
To devise, implement and co-ordinate a training calendar for Providers and colleagues.
To provide a robust support network for the administration team in their duties and be a point of escalation for queries from the team. To support this team as and when required in the delivery of their duties.
To record and maintain accurate data on approved Providers, courses, qualifications and learners on the Open Awards database.
To contribute towards the database development and undertake system testing on any agreed changes. Communicate changes to staff.
To ensure we meet our regulatory responsibilities.
Follow Open Awards procedures accurately and reliably.
Present a professional approach.

General responsibilities

Maintain up to date records of activities in databases and systems in accordance with policies and procedures.
Work with other members of the Open Awards team to co-ordinate activity.
Travel to, and work from any site that the duties of the job may require.
Carry out any other duties as specified, from time to time by the Management Team.
To support the organisation's commitment to equality and diversity and to promote non-discriminatory practices in all aspects of the work undertaken.
It must be understood that every employee has a responsibility to ensure that their work complies with all statutory requirements and with Open Awards policies, and to ensure that all work functions are undertaken in accordance with health and safety legislation, codes of practice, Open Awards Health and Safety policy, and the Mission, Vision and Values of Open Awards.

Open Awards Mission, Vision and Values

Our Vision is:

To change lives through learning.

Our Mission Statement is:

To support educational achievement for all learners.

Our Values are:

Excellence: To exceed standards in all we do, inspire excellence in our staff, centres and learners, and deliver a personalised customer service that surpasses expectations.
Respect: To foster a culture of respect and inclusiveness, being receptive to each other and customers, and acting with integrity.
Innovation: To listen, learn, discover and develop; to respond effectively to and invest in our staff, centres and learners.
Aspiration: We strive to be visionary and influential.

This job description is not intended to be either prescriptive or exhaustive; it is issued as a framework to outline the main areas of responsibility at the time of writing.

Job description reviewed - January 2024

Job Types:
Part-time, Permanent

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