Apprenticeship Coordinator

Job description

CSL delivers innovative, bespoke and high quality learning to over 430,000 civil servants. The service centre provides a multifunctional contact centre and end to end events management underpinned by quality administration and excellent customer service to support learners and suppliers.

The Co-ordinator will be responsible for managing all aspects of the CSL Apprenticeships programmes. Key responsibilities will be to manage the on-boarding process, ensuring that Apprenticeship information is captured appropriately and entered into our systems accurately and efficiently.

The role requires excellent organisation and ability to prioritise effectively to deliver in line with customer expectations. High standard of communication skills both verbal and written are a must which include being able to liaise with external clients, suppliers, colleagues and with staff at all levels of the firm, ensuring diplomacy is employed at all times.

The individual should be a self-starter, someone who can work with minimal supervision, manage own workload, problem solve and provide support to the management/senior group as and when required which may include allocation of work, reporting and training/ presentation. A robust character, able to remain calm under pressure, confident and self-motivated initiating action to improve service to the business.

The role holder may occasionally be required to work extended hours during event delivery as appropriate. Some travel and/or overnight stays may be required to attend team meetings, inductions and client activities.

Roles and responsibilities

• Coordination and ownership of Apprenticeship onboarding process
• Appropriate handling of learners and suppliers queries and complaints by phone or email, in line with the agreed SLA and Quality framework
• Resolve apprentice issues and complaints received from departments within agreed SLAs.
• Maintaining accurate records across a range of systems, including MAYTAS and e-track and contacting subcontracted partners as required
• Collaboratively working with both internal and external apprenticeship teams
• Effective customer service and relationship management, undertake regular departmental review meetings with SPOCS (Single Point of Contacts) and line managers to update them on apprentice progress and management information

• OFSTED Registration
• Agree actions to be taken by the employer and provider to encourage apprentice progress, retention and achievement
• Coordination and ownership of scheduled events and operational administrative duties to include, booking and confirmation of events
• Ensuring that correct information is captured and reconciled against regulatory and supplier databases
• Update learner records on the Digital Apprenticeship Service (DAS) website, informing departments of records requiring amendment and checking they are updated
• Resolve data discrepancies internally and with customers/suppliers; including differences between the ILR and the DAS (double locks) in conjunction with the Data and Funding Manager to ensure the correct apprenticeship funding is drawn down
• Support the apprenticeship team with application, enrolment and end point assessment of apprentices in line with agreed processes. (Travel and non-standard working hours may be required).
• Update apprentice records on the MAYTAS MIS system as required with support from the Data and Funding Manager
• To ensure all apprenticeship off the job events are appropriately scheduled, resourced, updated and accurate
• Support the apprenticeship team with any work required for audits or inspection as required
• Identify and report any potential issues
• Maintain personal compliance of Operational and Regulatory risk
• Ensure all requirements are adhered to through compliance with all appropriate policies and procedures.
• Build and manage client relationships with key stakeholders and department leads
• Prepare for, and attend regular calibration / progress update meetings

Skills and Experience

• Effective communication, ability to articulate in both written and verbal communication to a variety of stakeholders
• Excellent attention to detail to ensure all elements of onboarding and event delivery are taken care of and all data collected is accurate
• Proven track record of delivering excellent customer service and going the extra mile
• Ability to prioritise own work, deliver to deadlines and thrive under pressure
• Good innovation, continuous improvement and effective problem solving
• Self-Motivated
• Ability to follow standard processes
• Adaptable and flexible
• Takes ownership of issues and sees them through to resolution
• Good IT skills and working knowledge of MS office - Excel, Word and Outlook
• IT literate, proven experience of working with multiple systems

Desirable

• Experience of working in an operational / contact centre environment
• Previous experience of working in Apprenticeship delivery
• Understanding of the ESFA funding rules and apprenticeship levy
• Experience of working with a regulated provider Experience of effective relationship management
• Intermediate knowledge of excel to include basic formulas such as vlookups
• Experience of working with large data sets (1000+ records)
• Wider windows-based applications
• Working with Databases / Learning Management Systems

Competencies

• Teamwork
• Work planning and organisation
• Integrity
• Accountability
• Driving results
• Resilience
• Interpersonal effectiveness
• Decision making
• Customer focussed
• Creative thinking and continuous improvement
• Quality approach