Learning Coordinator

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The Role:

To facilitate the delivery of training events, ranging from one-off to multiple requests as part of a project.
To work within a team servicing one or multiple customers, providing expert knowledge to ensure that we delight customers, meeting or exceeding all KPIs and SLAs.
Work with suppliers to deliver programmes of work whilst keeping to budget and maintaining excellent customer service.

Customer

  • Ensures all KPIs and SLAs are met or exceeded
  • Ensures that there is operational policy compliance
  • Acts on customer feedback and demonstrates continuous improvement
  • Responsible for resolution of all operational customer service issues within SLA
  • Proactively building a relationship with key customer contacts to build rapport.
  • To deliver customer service excellence through accuracy and quality
  • Attend customer meetings and conference calls where appropriate

Operational

  • To process bookings, amendments and cancellations via multiple contact channels
  • Create a schedule of events based on required dates/locations
  • Effectively maintain and manage opportunities and forecasts within systems.
  • Proactively manage training plans to ensure customer needs are met
  • Planning customer requests by scheduling multiple events based on required dates/locations and proactively monitoring its progress, resolving issues and initiating appropriate corrective action
  • Schedule all training courses, trainers, venues and equipment as appropriate through liaison with clients and responding to request to advise completion - utilising the clients booking and LMS where appropriate
  • Where appropriate, proactively negotiate with suppliers in line with customer operational model
  • Exhibits a creative approach to problem-solving, understanding the decision-making hierarchy and can evidence how they escalate points appropriately.
  • Responsibility to ensure all customer invoicing is completed correctly with all finance KPI's being attained
  • Ensure joining instructions are sent to delegates
  • Adheres to business processes to ensure you are working in a consistent, methodical and productive manner and providing feedback for areas which require improvement.
  • Ensure clear handover to Learning Administrators to input onto training system where applicable.
  • Provide assistance with the resolution of complaints
  • Develop an effective relationship with all internal and external stakeholders, e.g. suppliers, customers and other business areas
  • Develops a good understanding of the Learning Industry including what "good" learning design and delivery looks like, when and how people learn and how to define learning need and provide appropriate advice and guidance

People:

  • Maintain an up to date personal development plan
  • Manage own personal development
  • Meeting and exceeding all SLAs (both internal and external)
  • Delivery against financial objectives
  • Customer retention and Net Promotor (or equivalent) scores
  • Delivery of operational efficiencies and service delivery quality
  • Achievement of personal and business objectives

Skills:

  • Educated at least two GCSE standard C and above in Maths and English
  • Experience of working in an Operations environment
  • Understanding of profit and loss.
  • Good understanding of different technologies, including telephony
  • Good use of the English language, both written and verbal
  • Successfully managing customer relationships
  • Ability to work within a team-based environment and use own initiative where necessary
  • Ability to follow procedures and suggest service improvements
  • Excellent oral and written presentation skills
  • Competent using Microsoft Office packages.
  • Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls.
  • Ability to follow procedures and suggest service improvements

APPLY TODAY to find out more about the roles available.

Blue Arrow
02/09/2019 15:55:55
GBP 20000 20000