Business Administration and Customer Co-ordination Apprenticeship

Brief Description

Are you looking to start your Career in Customer Service? Are you a confident, well spoken individual with a drive to succeed? Skills First have the perfect opportunity for you to earn money and gain the qualifications needed for your future!

Qualifications Required

GCSEs at grades C/4 or above (or equivalent) in maths and English are desired.

Personal Qualities

Someone wanting to build a career
Good work ethic, someone who wants to learn and progress
A real desire to learn new skills and progress in a career;
Confident
Hard working
Attention to detail critical
Ability to develop and maintain customer relationships essential
Ability to work to agreed timescales
Works well under pressure
Maintain and develop effective working relationships, internally and externally

Skills Required

Knowledge of Functional Skills desirable
Experience in a customer facing role essential
Excellent organisational/time management skills essential
Effective written and verbal communication skills
Working knowledge of Microsoft Office applications

Future Prospects

Long term career progression available for the successful candidate

Vacancy Detail

Responsibilities will include:

To manage and monitor the quality assurance process for the Functional Skills examinations:
Review Senior Examiner (SE) weekly reports and action accordingly
Issuing of results ensuring SE sampling has occurred within the set timescales and the results are accurate
Exam paper production/development/amendment in XAMS, including the proofing process
Support and attend (where required) standardisation, QPEC and awarding meetings
Coordinate the rotation of exam papers
Allocation of completed exam papers to markers within set timescales
Monitor, review, analyse and report on both paper and individual question performance
Take ownership of incidents identified by the team of Markers / Senior Examiners to establish whether they require escalating
Ensure incidents of malpractice, maladministration, plagiarism and collusion are reported to the FS Manager within specified timescales
Cooperation with the Quality Assurance Advisor?s and or Compliance Team assigned to an incident / investigation
Review and update Functional Skills guidance documents
Review and publish Senior Examiner quarterly reports
Support the FS Manager with the recruitment and training of Markers and Senior Examiners
Participation of internal and external audits
Contribute to the annual performance review of Markers and Senior Examiners
Adhere to internal policies, procedures and quality standards within set KPIs to ensure good practice and consistency
Participate in project work, including system upgrades as and when required
Carry out Functional Skills invigilation audits as and when required
Maintain knowledge of FSQ regulatory requirements
Co-ordinate the provision of paper based exams:
Prepare paper based exam papers for each window
Acknowledge, process and despatch paper based exams within KPIs
Co-ordinate the marking process
Ensure the result release is completed within agreed timescales
Ensure re-sits are coordinated, including the reporting to finance for the purposes of invoicing
Manage the Proctoring (remote invigilation) process:
Manage the proctor sessions, including no shows, review of footage, administration
Manage calendar bookings
Scheduling proctored exams
Oversee Proctor availability
Assigning proctors
Ensure the provision of excellent customer service:
Become highly proficient in the use of all systems i.e. XAMS, REG, QMIS
Take ownership and resolve customer enquiries/queries including systems support via telephone, face to face and emails within set KPIs