Training Administrator for Leading Provider

ISP Group
21851.00 - 23932.00 GBP Annual
13 Sep 2017
18 Sep 2017
Contract Type
The primary objective for all employees is student success. This company delivers the most direct path to the results that matter for each student and this role is very much about putting their students first.


Customer Services

- Provide positive advice to students and clients who are considering choosing this company as their tuition provider, following up with the relevant collateral and recording the enquiry

- Maintain up-to-date product knowledge of all products and have a broad understanding of the wider UK offering

- Promote the benefits of studying with this training provider at every appropriate opportunity, supporting the student through the decision process with the objective of securing bookings and retaining the student through their studies

- Identify upsell opportunities (in a consultative manner) to increase revenue per student

- Take ownership of queries in the group email inbox, responding promptly and professionally.

- Be first point of contact at their city based centre, meeting and greeting their students and clients and creating a positive first impression - including periodically covering their customer service reception

- Respond to incoming customer service enquiries (calls, email, online) which include queries such as course/product enquiries, bookings, material requests and complaints

- Build rapport with our students/clients at every opportunity

- Maintain an up-to-date knowledge of all company policies and terms and conditions and apply these in a respectful and understanding manner

- Build relationships with tutor faculty and other company businesses to resolve student and client related queries


- Take ownership of transfer, deferral and refund requests, keeping the student/client updated throughout the process

- Generate class lists, course assessments and other course associated documents in accordance with daily class schedules

- Assist with the day to day management of their city based centre, including stock tracking, storage and general cleanliness

- Order and manage course material process for student/clients, including course material production, ordering couriers, packing/unpacking deliveries

- Entering onto their student management system, including absence recording, logging feedback and administering online bookings

- Carry out procedures associated with their booking and enrolment process including completion of enrolment forms, sending to our processing hub and printing and issuing course confirmation letters

- Co-ordinating and administrating the mock including exam invigilation (4 Saturdays a year)

Essential Skills and Competencies

Essential Skills

- Experience of working in an office or customer services environment

- High level of written and verbal communication for a professional audience

- Previous experience of working with Microsoft Office

- Able to work evening and weekends during busy periods if required

Desirable Skills

Good working knowledge of Dynamics NAV (Navision) or similar course/student management system.