Job Profile
Job Title
Line Manager
Direct Reports
Location
Date job profile
Student Coordinator
Training Operations Team Leader
N/A
Wimbledon
March 2016
Job Purpose
To provide an effective and efficient co-ordination of CIPD Public and Inhouse courses and qualifications to ensure the overall profitability and
professionalism of CIPD programmes.
Key accountabilities
1
As part of a team, to ensure co-ordination procedures for courses, events and
qualification programmes are carried out efficiently and effectively, to enable CIPD to
achieve its commercial and professional objectives.
2
To respond to telephone and email queries from delegates, students and tutors
ensuring a high standard of customer service. To monitor the training operations email
in-boxes and circulate for action as appropriate. To distribute all incoming post and
action correspondence as required.
3
Administer learner support admin activities for CIPD Training in order to contribute to
successful achievement of operational and quality performance targets.
 Active management of students for public and in-house qualifications
including notifying students of key dates and due dates.
 Contribute towards maintaining high quality end-to-end learner experience
across a range of courses and accredited qualification programmes
 Inform the Business Team of performance of qualifications
 Maintain qualification documentation and procedures
 Administer regular moderation sessions and prepare documentation for the
moderator
 Adhere to Qualifications Centre standards for student tracking in Consensus
(course and student database) and in hard copy/electronic files
4
To co-ordinate short and in-house courses:
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Liaise with tutors and ensure their requirements for training events are met,
including booking travel and accommodation as required, ensuring a
professional service at all times
Ensure the effective production of all course documentation and collateral in a
timely and cost effective manner
Ensure processes and procedures are carried out effectively e.g. delegate list
preparation, handout preparation, notifying venues of course requirements
Liaise with the sales team to understand the needs of the customer for inhouse courses.
5
To deal with enquiries by telephone, letter and email from customers, delegates, tutors
and suppliers, ensuring a high standard of customer care and corporate customer
service standards are adhered to.
6
To maintain contact with our training venues, monitoring standards and cost
effectiveness, and ensuring good relationships are maintained.
7
To assist the business managers in the induction of new tutors and the provision of
relevant administrative procedures and document quality standards.
8.
To get involved in development and testing of new processes, systems and
technology in order to provide feedback from a customer perspective
Nature and scope
The Customer Service and Operations department is responsible for delivering excellent
service in order to maximise customer satisfaction and revenue generation. The department
is made of 6 teams and is responsible for support of CIPD customers and members. The
department’s work is highly visible with the quality of each customer interaction impacting
directly on our brand and reputation.
The Training Operations team provides expert candidate / client support and first class event
management. The team supports delivery of CIPD Training open programme courses from
event logistics through to delegate support including ongoing support for those undertaking
qualifications. The team also supports the delivery of B2B events for a range of major clients
in the UK and Internationally.
When attending induction days, the jobholder is required to present themselves in front of
the delegates and tutors. This requires good presentation, interpersonal and communication
skills.
The job holder will work as part of this team and actively contribute to its success, displaying
high levels of customer focus at all times. The job holder will respond to student/customer
enquiries professionally and in a timely manner, keeping them up to date on the progress of
their enquiry.
Contacts
Internal
Accounts
IT
Customer Services
Marketing and Membership
Publishing
Commercial Sales
External
Delegates
Tutors and personal tutors
Moderators and assessors
Print company
Travel and accommodation agents
Web Helpdesk (cScape)
Publication/book suppliers
Knowledge, qualifications and experience
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Of ‘A’ Level calibre
Good organisation and time management skills, ability to quickly prioritise and work
under pressure and be flexible is required.
The jobholder must be able to work with minimal supervision and know when to seek
assistance/guidance
Must be methodical, logical and numerate. Proven ability of organisational skills is
required and experience in a similar business environment is desirable.
Excellent customer service and interpersonal skills and able to demonstrate a ‘can do’
and positive attitude. The ability to deal with customers and delegates at senior levels
is required. The jobholder must be able to build positive relationships with internal
and external stakeholders
The jobholder must be computer literate, have a good understanding of web-based
technology and welcome learning new technologies to aid, maintain and develop
business
Must be able to cope with the unexpected, keep calm and be able to make decisions
using their initiative
The jobholder is required to demonstrate appropriate levels of competence and
behaviours against CIPD’s six core competencies. These are business awareness,
building relationships, continuous improvement and innovation, customer focus,
problem solving and decision taking, and results orientated.
You are required to demonstrate appropriate levels of competence and behaviours against
CIPD’s values and core competencies. Full details of our values and competencies are listed
on our website: http://www.cipd.co.uk/cipd-hr-profession/jobs/living-our-values.aspx