PURPOSE OF THE ROLE:

To be responsible for ensuring the provision of excellent service to ILX Group customers and employees alike, in relation to best practice classroom-based training and related services.

RESPONSIBILITIES:

Key duties which the job holder is responsible for:

Course administration

  • Ensuring that public scheduled and client-specific training events are delivered to the highest quality standards with the correct materials, trainers and facilities being available
  • Issuing joining instructions and pre-course reading for public and corporate courses
  • Managing changes to exam dates, venues and cancellations as appropriate
  • Provide advice and support to other teams within the ILX Group

Exam administration

  • Ensuring public scheduled and custom exams are booked and processed in accordance with the required deadline
  • Liaising with clients and departmental managers to book delegates onto exam events
  • Advising clients of exam results and sending certificates
  • Process invigilator applications

Stakeholder/client support

  • Receiving and answering verbal and written queries received from clients and internal staff in a timely manner

Travel administration

  • Assisting with travel arrangements for trainers

Other

  • Other duties to include holiday and absence cover for colleagues in the operations team and as directed by the Customer Services Managers and Head of Operations.

KEY METRIC AREAS:

  • Accuracy of task completion
  • Achievement of agreed objectives
  • Customer complaints
  • Customer centric in all areas
  • Excellent oral communication
  • Energy, enthusiasm and tenacity

PERSON SPECIFICATION:

Skills:

  • Use of software including ideally Microsoft Excel, Word and Powerpoint
  • Ideally familiar with the use of database packages

Qualifications:

  • Educated to GCSE standard including English and Mathematics

Personal attributes:

  • Self-motivated with good organisational skills and able to fit into a diverse team of people