Job Description

First Intuition (FI) are a provider of apprenticeship and commercial training to a variety of professional disciplines. We pride ourselves on providing a personal approach to training, where people are at the heart of everything we do. We are looking for a Customer Service and Operations Assistant to help us keep growing. If you're hard-working and dedicated ,FI is an ideal place to get ahead.

Context of the role:

This role will be focused on providing high-quality service to our clients and students who primarily study at our FI Birmingham or online. This is a busy role and will involve flexibility and the ability to prioritise tasks in order to deliver operational support for staff within the Centre and wider community



You will work closely with colleagues to ensure that core operational processes are completed for the Birmingham centre. You must enjoy working in a fast-paced environment and be a great communicator - verbally, on the phone and through online chat channels. The post holder's role will be to ensure effective and professional liaison and communication with tutors, skills coaches, administrative and external customers, to facilitate the smooth running of day-to-day activities, through the delivery of established processes.

Reports to: Head of Operations and Customer Experience

Direct Reports: None

Budgetary Responsibility: None

Job Type:

Full Time (40hrs per week) working shifts between 8:00am and 5:30pm

Student service

:

You will be a primary point of contact and information for our Birmingham clients/students. This may include, but not be limited to:

Act as the first point of contact for enquiries from students and their employers relating to course administration and providing appropriate advice and guidance. Maintaining student and client records with course booking data, taking payment/invoicing and dispatch of material as required. Providing proactive support to students. This may include sending exam reminders or arranging tutor support where required.

Client Service

: Working with the Senior Management and other stakeholders, you will help deliver high quality service to FI Midlands clients. This may include, but not be limited to:

Act as the first point of contact for enquiries from students and their employers relating to course administration and providing appropriate advice and guidance. Maintaining sponsored student and client records with course booking data, progress reporting and the documentation and implementation of changes to study pathways. Liaising with regional FI centres in the coordination of administrative support for national clients. Supporting Account Managers/Client Relationship team with data collection, invoicing, implementation of programme changes and sharing feedback / highlighting issues.

Business planning and growth support

:

Working with colleagues to provide support in the creation of plans and marketing communication to support growth. This may include, but not be limited to:

The production of reports on student and client information. The gathering and collation of feedback from students and clients. The production, review and maintenance of core marketing documents such as course brochures, website information and email templates.

Centre & Course Operations

: You will support as required on the completion of core course operations for the delivery of FI Midlands courses. This may include, but not be limited to:

The creation of courses in our CRM/SIS (Administrate). The reservation/management of rooms and conference spaces. The arrangement of any physical materials required for the delivery of courses. Administration duties for Birmingham Students and Online Live Apprentices. Support with course enrolment, handle student queries and manage access issues. Setting up classrooms with course materials and supporting building management activities. Supporting with the replenishment and maintenance of the open areas of the centre. Work closely with the Head of Operations to oversee daily business operations.

Administrative

:

You will also be required to perform a range of administrative tasks to ensure the efficient functioning of the Birmingham Centre. This may include, but not be limited to:

Dealing with correspondence, answering incoming calls and scheduling appointments. Following up on phone calls and contacts as appropriate. Implementing and maintaining administrative systems. Administering and invigilating exam sessions and ordering course material.


Other duties commensurate within the role, including support to other colleagues in the company when required.

Requirements

Previous administrative/customer service experience in an office environment. Excellent communication (both written and verbal) and relationship-building skills. Excellent customer/client care skills. Strong organisational and time management skills. A positive and solution-focused attitude to work Ability to use initiative and proactively manage workloads Flexibility and adaptability to changing workloads Excellent attention to detail
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Preferred:

Experience in the accountancy and/or education industry. An understanding of professional qualification training in a professional service environment
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IT Skills:

The following would be advantageous in this role:

Working knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) and other commonly used office packages Experience of using a CRM such as Administrate or Salesforce

Expectations and success factors

Be a proactive team member and treat all colleagues, students and visitors with respect in accordance with the established FI Behaviours. Be flexible, open and responsive to change and innovation. Seek new knowledge and engage in opportunities for training, development and up-skilling.

Benefits

25 days annual leave (based on fulltime hours) PLUS bank holidays Hybrid working available, equipment provided for homeworking Flexible-working positive employer with a range of family-friendly policies Employee Assistance Programme: 24-hour confidential access to counselling and support services Competitive Pension Private Medical Insurance Training and development opportunities Long term career prospects in a growing company Employee perks including a range of discounts to suit your lifestyle
We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974.


As a disability confident employer, we are committed to creating an inclusive and accessible recruitment process. We welcome applications from all qualified candidates and are dedicated to ensuring equal opportunities for everyone. In line with our commitment, we guarantee an interview to disabled applicants who meet the minimum criteria for the role. If you require any reasonable adjustment s during the interview process, please let us know, and we will be happy to support you.