Apprentice Exams and MIS Customer Service Administrator

Your purpose:

To undertake administrative and operational duties across the various departments within the MIS and Exams services To work within the MIS Directorate and operate flexibly with tasks as required, which will include travel to other sites, some evening and occasional Saturday working Provide a high level of customer service to stakeholders throughout the college

In your role, you will be accountable for:

Providing a high standard of data inputting and checking, including student enrolments, timetabling, and exams processes Working with the Funding Returns and Audit & Compliance teams to ensure data meets the collection requirements as specified by the college or funding agency Assisting with the collating and checking of evidence for both internal and external audits and compliance checks Maintaining effective filing systems, electronic and manual for the Directorate Working with the Student Records and curriculum administration teams to support the data and MIS requirements for curriculum and the wider college Working with the exams team to support the examination function within the college, including processing registrations, exam bookings, claims and invigilation Dealing with enquires and queries received, including telephone and in person from both internal and external customers Assisting and supporting in the production and maintenance of work instructions, guides and other documentation required around MIS processes and procedures Working flexibly across various departments and sites depending on workloads and time of year Working effective as both part of a team and as an individual in order to meet priorities and deadlines Providing a high standard of professionalism and customer service that positively reflects yourself, the Directorate and college

There are things that we are all accountable for, whatever your role, these are:

Embedding safeguarding into your/ your teams working practices and escalating any safeguarding concerns immediately in line with the College’s safeguarding policy Embedding Health and Safety best practices and ensuring a safe working environment for everyone within your area of responsibility, according to the Health and Safety at Work Act. Being a champion and advocate for Equality and Diversity throughout College Behaving in a manner that displays British values Being committed to reviews of your performance and your own Continuous Professional Development

Any other duties commensurate with your role that may be required from time to time.

As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:

Attend and be punctual for all induction sessions, lessons and work-based training/support sessions Complete all required assignments with by the required timeline Build up your portfolio of evidence on-going Access support from your tutor/assessor and your manager

Training:

Overview of Customer Service Level 2 Apprenticeship Standard:

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation

Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:

Knowledge:

Knowing your customers Understanding the organisation Meeting regulations and legislation Systems and resources

Your role and responsibility:

Customer experience Product and service knowledge

Skills:

Interpersonal skills Communication Influencing skills Personal organisation Dealing with customer conflict and challenge

Behaviours / Attitude:

Developing self Being open to feedback Team working Equality - treating all customers as individuals Presentation – dress code, professional language Right first time

You will complete an End Point Assessment this will involve the following:

Showcase/Portfolio Interview Practical Observation Professional Discussion

You are given time off, one day per week to study; you are required to attend Kirklees College, Huddersfield Centre, you will also attend other meetings via Teams to complete work for your apprenticeship. The study day is a Wednesday.

Training Outcome:
There may be an opportunity of a full-time job opportunity at the end of the apprenticeship, subject to satisfactory employment, and completion of the apprenticeship and if there is a role available

Employer Description:
Our mission is creating opportunities, changing lives and this is at the heart of everything we do. The college has a common set of values for both students and staff: Kindness, Unity and Excellence, and they define how we behave and interact with each other. Kirklees College is a uniquely vocational college whose student community reflects the diversity of the local area. We offer inspirational teaching in industry standard, state-of-the-art facilities and ensure curriculum is developed with employers to enable students to progress. At Kirklees College we aim to foster an honest and compassionate approach to ourselves, our people and environment, develop a shared purpose across our community, and set a culture of high aspiration, expectation and success. We strive to be ahead of the curve in our approach to teaching and learning and be a first-choice provider for students and industry alike. With over 10,000 students on full-time and part-time courses, and apprenticeships, we provide seven bespoke centres across the Kirklees region, from two main centres based in Dewsbury and Huddersfield, and dedicated learning centres for Animal Care, Construction, Engineering, Process Manufacturing and Higher Education.

Working Hours :
Monday to Friday - may have to work across other centres and also work some evenings/weekends to cover open evenings/enrolment .

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Initiative,Non judgemental,Excellent Attendance,Excellent Timekeeping