Course Operations Executive - Leicester, United Kingdom - Wilmington plc

Wilmington plc

Verified Company

Leicester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

Company Outline:

Job Role:
Course Operations Executive**
Location: Hybrid/Leicester or Plymouth UK

Salary:
£25,000 - £28,000

Fixed Term for 12 months

Why do we want you?

You have
managerial experience and have previously worked in a
customer service/client facing role, with the ability to
problem solve and enjoy working across multiple departments in a deadline and target driven environment.

We are Wilmington plc

Wilmington plc is a portfolio made up of a specialist brands providing custom solutions to customers across the globe from over 10 different offices.

We provide a wide range of products including specialist information and data, and high quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges.

Find out more about our core purpose and how we help our customers do the right business in the right way.

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them.

We will support you, develop you and recognise you.

Mercia

Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide and they are part of the Wilmington T&E division.

Main Purpose of Role:

Main Purpose of the role:

The Course Operations Executive is responsible for developing and leading Mercia's Course Operations Team and will promote retention and loyalty to the Mercia business and brand, in line with our Vision & Values.

We are looking for someone who will be responsible for the entirety of our public training programme, which includes both face to face and virtual training events.

Responsibilities:

Line Manager for the Course Operations Co-Ordinators and Administrators.
To lead on the public programme planning and ensure this is presented to the Course Operations Manager within set deadlines.
Ensuring all bespoke public programmes are planned and ran to the specific guidelines, working with the Senior Key Account Manager
Monitoring course viability and ensuring all actions needed are taken in a timely and costefficient manner
Responsibility of relationship with Mercia's external venue finders
Monitoring of course feedback in line with our KPIs and engaging with the Head of Performance and Client Success if there are any service issues.
Develops and maintains long term business relationships by serving as an internal advocate and client liaison contact and communicates effectively at all levels
Maintains excellent client data including recording all actions and conversations with clients in the relevant TMS databases
Management of all of Mercia's external Co-Hosts and the relevant administrative process in relation to this
Ensure invoicing within the Proactis system is approved in a timely manner
Ensuring all of Mercia's external Speaker's have an allocated contact and that the level of service is in line with Mercia's expectations
Prepares reports and visuals for the Course Operations Manager, that demonstrate achievements against KPIs
Owns any complaints relating to service issues within remit and ensures they are resolved
Managing queries within Salesforce and ensuring these are monitored and actioned against the set KPI targets

Skills and Experience Required:

Expectations:

This role calls for critical thinking, creativity, and a high level of personal accountability to do the right thing for the team and the business
Meets and seeks to exceed all SLAs both internally and externally
Monitoring our NPS scores and ensuring any actions are taken to bring this in line with targets
Ensuring all Line Reports are supported and developed in line with Mercia's People Policy

The person in this role:

The Course Operations Executive needs to be an absolute team player who understands and is proud of how vital their role is to the commercial success of the business
They should display energy and tenacity and should be able to balance client needs against our commercial objectives
They should be a good listener, positive in the face of change
Able to work well under pressure and must have the ability to think outside the box to resolve any issues that arise

The skills required:

A hybrid of soft and hard skills required to master technology and manage people
Management/Supervisory experience
Microsoft office experience with Intermediate Excel skills
Knowledge of CRM Systems
Ability to problemsolve to get the root of any issues and take ownership to resolution
Excellent written and verbal communication skills