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Job Purpose

This critical learner support role will provide a proactive, professional and timely service to learners and employers and will support the delivery of high-quality learning programmes on behalf of our partners.

This role is crucial in ensuring that all learners receive an exceptional learning experience which adds significant value to their learning, development, and progress. This role influences our learners’ futures and, at times, can change their life.

Key Responsibilities

To follow structured guidelines and processes designed to support the learning journey
To contact Learners in relation to course due dates, course completion, course achievement, etc. in line with department Key Performance Indicators (KPI) to achieve strategic goals
Achieving and maintaining at least 95% quality in relation to the Learner journey
To professionally handle inbound and outbound telephone, postal and electronic enquiries from Learners and employers
To maintain up to date and accurate contact records for all Learners
To manage own ‘Learner caseload’ including data retrieval, diary management, support of Learners and successful completion of the learning journey
Encourage Learner to progress onto further learning
Fully implement the expected standards of TSNs ‘Learner Journey Roadmap’ to ensure all learners receive an exceptional learning experience which adds significant value to their development, progress and progression.

Skills & Experience

Experience of working within a customer service role
Experience of working within an administrative role
Excellent communication skills both written and verbal
Excellent telephone manner
IT proficient with an ability to use all Microsoft Office programmes particularly Word, Excel and Outlook and a familiarity with other bespoke databases

The Skills Network is committed to safeguarding and promoting the welfare of children, young people and adults at risk of harm or abuse, and expects all staff to share this commitment. An enhanced DBS Disclosure is required for appointments to this post and references are obtained prior to appointment.

The post is exempt from the Rehabilitation of Offenders Act 1974 and TSN is therefore permitted to ask applicants to declare all convictions and cautions (including those which are “spent” unless they are “protected” under the DBS filtering rules) in order to assess their suitability to work with children, young people and vulnerable adults. More information can be found in our Safeguarding Policy

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