Programme Coordinator

The Position

Reporting to the Senior Programme Coordinator, the Programme Coordinator role is integral to the delivery of high-quality programmes and requiresexcellent customer service, efficient coordination of the learner journey and effective support and coordination services. Within the team you will be designated certain areas of responsibility that will change dependant on the needs of the team, the business and your own professional development.

Programme Coordinators will work closely withtheir team, Candidate Support Managers, and the Sales, Marketing, Partnerships and Finance teams to ensure an outstanding end-to-end experience for participants. Cross-team collaboration is encouraged.

• Responsibilities

• Respond to enquiries through various platforms including Freshdesk, Zendesk, email and phone calls

• Ensure that enquiries are acknowledged and dealt with promptly, efficiently and courteously

• Process programme applications to ensure completeness and eligibility

• Notify applicants of the outcomes of their applications

• Book and manage events in relation to programme delivery and workforce training (interviews, face-to-face and online courses, online briefings etc.)

• Inform participants of all event details

• Update, format and edit programme resources (face-to-face and online content), to adhere to company standards and branding guidelines

• Ensure successful applicants have access to guidance, learning materials and systems required for the completion of their programme

• Set up contracts and work schedules for associates and venues including raising purchase orders

• Support the delivery workforce as appropriate

• Track participants engagement, providing care, support and encouragement through to completion of programme

• Maintain participant management systemsincluding programme, cohort & group allocations, progress, correspondance etc.

• Pre-empt withdrawals and deferrals, offering support, alternative provision, and manage/ track them when they occur

• Work with colleagues to document and improve processes

• Take ownership of and provide visibility into the progress towards KPIs

• Role model values including working collaboratively, striving for excellence, working with integrity and undertaking continual learning

• Adhere to Best Practice Network and Supporting Education’s policies and standards

• Any other duties as may be required

• Targets

• Meet/ exceed departmental KPIs including-

• Applications processing and enquiry response times

• Application conversion rates

• Evaluation responses

• Participation rates

• Programme withdrawals and deferrals.

Essential Experience, Skills and Attributes

• Be reliable, hardworking and professional
• Have proven customer service-related experience
• Possess an excellent customer service manner, both written and spoken
• Have the ability to organise, plan and prioritise time and tasks effectively
• Work well under pressure with the ability to deal with issues as they arise
• Be open to change, actively seeking ways to improve all aspects of the business
• Be highly competent using MS Office and Teams
• Demonstrate accuracy and attention to detail
• Driven to see things through to successful completion and results
• Highly numerate and literate

Hybrid role with a minimum of 2 days in the Bristol Office.