Online Classroom Course Coordinator 12 Month Fixed TermContract - London, United Kingdom - WSET

Description

WSETs purpose is to empower people throughinspiring learning experiences all over the world. We offer acomprehensive suite of globally recognised qualifications coveringwines spirits and sake.

We are the worlds leadingprovider of qualifications in wines spirits and sake deliveringover exams each year to candidates in over 70 countries viaour network of Approved Programme Providers(APPs).

The successful applicant will contributeto a culture of integrity empowerment dynamism and inclusivitywithin WSET.

Any offer of employment or yourongoing employment is conditional upon the successful completion ofa thorough background check by an independent third party.NB If you currently workfor one of WSETs APPs you may not be eligible to apply for thisrole subject to your future career plans and the nature of thatrole. If you work for an APP either in a selfemployed or employedcapacity and would like to discuss your eligibility please contactthe hiringmanager.

TheOnline Classroom Coordinator role providesadministrative support to the WSET Digital Educationteam.

The role ensures all Online Classroombookings from APPs and all queries relating to the provision ofdigital education are administered quickly and helpfully in atimely a professionalmanner.

JobResponsibilities

• Address and resolve queries from APPs and studentsthrough the CRM Case Management System in a timely and efficientmanner.
• Maintain standard reply times for alldaily cases ensuring prompt and satisfactory responses.
• Allocate cases to the appropriate individual or team whenunable to provide immediate answers closely monitoring responsetimes to ensure compliance with the 5 working day SLA for APP casesand 2 working day SLA for Online Classroom/Tutor cases.
• Monitor and follow up on unresolved enquiriescollaborating with relevant team members and WSET staff to achievefinal resolutions.
• Ensure APPs supply studentdetails in a suitable format and promptly upload these details toregister students for online courses.
• ProcessAPP applications and troubleshoot any access/approval issues toensure a smooth onboarding process.
• Monitorstudent enrolments and work with the Online Classroom Manager tomaintain the educatortostudent ratio within WSET guidelines foreach course.
• Coordinate the creation andsending of booking confirmations to customers ensuring accurate andtimely communication.
• Where applicable submitAmericas Bookings Live form for APPs invoiced by theUSA.
• Assist APPs and potential customers inselecting suitable digital services to meet their specificneeds.
• Create live courses in the OnlineClassroom and be responsive to additional course demands alignedwith business requirements.
• Create customcourses in the Online Classroom in alignment with requests fromAPPs/internal staff accommodating business needs.
• Provide exceptional customer service to all stakeholdersaddressing inquiries with professionalism andattentiveness.
• Collaborate with the digitaleducation team in the daytoday management of digital educationadministration contributing to a wellorganized and efficientworkflow.
• Provide prompttechnical support to students and internal/external stakeholdersvia the CRM Case Management System.
• Offeradministrative support for WSETs LMS/Online Classroom (hosted onCanvas) and CRM catering to the specific needs of the DigitalEducation team.
• Contribute to the developmentof operational procedures for frequently asked technical queriesimproving internal efficiency and effectiveness.
• Monitor feedback test submissions and video checks toensure compliance with WSET standards.
• Troubleshoot Canvas/Global Campus access issuesguaranteeing a smooth login experience.
• Support daytoday digital education administration tasksensuring smooth workflow operations.
• Assist inupdating relevant procedures and maintaining uptodate and accurateproceduralfolders.

Other

• Contributing to theTrust by undertaking other various tasks asrequired

SkillsandCompetencies

Essential

• Experiencewith entering records for customers ideally in a customerrelationship management (CRM)system.
• Experience of customer service andevidence of high levels of skill in this area.
• Patient and attentive to customer needs takingcare to ensure these have been fully understood.
• Effective communication skills includingverbal and written English. Should be able to adapt communicationstyle to suit different audiences.
• Problemsolving skills.
• General IT skills MicrosoftOffice is used at WSET email PowerPoint excel and word processingin particular.
• Honest with the ability todeclare and correct errors. High level of integrity to work withconfidential information.
• Experience withadministering users within a learning management system (LMS)ideallyCanvas.

Desirable

• Experienceusing a customer service ticketingsystem.
• Knowledge of vocational education andtraining.
• Some knowledge of the wine spiritsand/or sake industry.
• Experience with creatingand managing purchase orders and invoices in a finance managementsystem.

Definitions:

Fullyremote Can be performed entirely remotely from anylocation.

Hybrid remotePerformed as a mixture of inoffice andremotework.

Temporarily remotePerformed in a single location such as an office orat a job site but which is temporarily remote during specialcircumstances).

UKBenefits

Annual Leave 27days pa public holidays increases with service; ability to buy/sell5 days

Pension (options availableafter threemonths):

5% Employee (EE) 3% Employer (ER)contributions.

Option 1: 3% EE 5%ER

Option 2: 5% EE 8% ER

Option3: 7.5% EE 12.5% ER

Option 4: 9% EE 15%ER

Health insurance (after threemonths):

Vitality scheme post probation Access tovirtual GP appointments Rewards include Caffe Nero drinks CinemaTickets Apple Watch Cash Back on Waitrose shopping Amazon Primemembership 75% off at Champneys 6 month subscription with HeadSpaceDiscounted Weight Watchers membership and gyms Smoking Cessationday worth 300 and half price health screens

Eyevoucher scheme

Food and drink in theoffice

Nespresso coffee makers and a range ofother drinks fruit cereals soups

Season ticket& gym membership loan scheme

Group incomeprotection scheme

EAP

24/7confidential help and support from trained counsellors andadvisors

Death in service

4xannual salary paid to nominees with associated bereavement supportfor family

Enhanced family friendly leave andpay

Celebrationvouchers

Cycle2Workscheme

Discretionarybonus

Development WSETs inhouse training andqualifications in Wines Spirits Sake and Beer as well as otherprofessional developmentopportunities

USAbenefits

US benefit options will be discussedduring further stages ofcommunication.

USApplicantsOnly:

PhysicalDemands:
The physical demands describedhere are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job.Reasonable accommodation may be made to enable individuals withdisabilities to perform the essentialfunctions.

ESSENTIAL
Whileperforming the duties of this job the employee is regularlyrequired to sit and talk or hear. The employee frequently isrequired to stand; walk; use hands to finger handle or feel; andreach with hands and arms. The employee is occasionally required toclimb or balance; stoop; kneel crouch and taste or smell. Theemployee must regularly lift and/or move up to 50 pounds. Specificvision abilities required by this job include close vision distancevision depth perception peripheral vision and ability to adjust andfocus.

DISCLAIMER:This is not necessarily an exhaustive list of all responsibilitiesduties skills efforts requirements or working conditions associatedwith the job. While this is intended to be an accurate reflectionof the current job management reserves the right to revise the jobor to require that other or different tasks be performed asassigned at anytime.