Centre Relationship Manager

Sias UK; Warrington; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A reputable awarding organization in Warrington is seeking a Customer Engagement Officer to manage a portfolio of customers, providing high-level support and ensuring compliance with Ofqual standards. This hybrid role involves leading stakeholder meetings and ensuring excellent customer service. Candidates should have strong problem-solving skills and experience in a similar environment. Applications via email to our HR department are encouraged.

Qualifications

• Experience in a customer-facing role, preferably within an operational context.
• Ability to manage a portfolio of customers with high service standards.
• Strong communication skills for engaging with various stakeholders.

Responsibilities

• Manage customer service inquiries within tight Service Level Agreements.
• Lead planning meetings and report back on progress.
• Provide support and training on the EPA Pro system.

Skills

Customer service

Problem-solving

Stakeholder engagement

Compliance understanding

Job description

This is a key customer facing role within the SIAS operations team. The role will manage a portfolio of customers (Training Providers, Awarding Organisation Centres and key employers) providing continuous engagement and support being responsible for quality, problem solving and engagement within the portfolio.

Location: Warrington Office (hybrid)

Vacancy Type: Permanent

Sector(s): Awarding Organisation

Closing Date: 8th December

The role is responsible for planning and organising the delivery of end point assessments, and ongoing support and management of Centres within the portfolio.

Key Accountabilities

• To provide high-level customer service for customers and internal enquiries via telephone, teams and e-mail, working effectively and timely against tight Service Level Agreements, managing the needs of the customer and being solution-focused if there are any problems.
• Ownership of End Point Assessment engagement by managing a portfolio of customers (training providers and employers), using initiative and best practice to ensure excellent customer care consistently through the portfolio.
• To lead on monthly/bi-monthly planning and engagement meetings within the portfolio, engaging with a range of senior and multiple stakeholders- offering end-to-end support across the whole apprenticeship journey and report back progress to Operations and Centre Manager.
• For approved Centres within the portfolio monitor incoming requests for qualification approval in a timely manner.
• For End Point Assessment delivery work closely with SIAS customers to ensure expected End Point Assessment dates are accurate, Technical Experts/Registered Assessors are identified early and support the operations support coordinator with the application/induction process.
• Identify and progress reasonable adjustments pre gateway.
• Provide monthly reports to key accounts as required.
• Provide support to all customers on our EPA Pro system, including providing training on how to use the system to training providers and employers within the portfolio.
• Support Operations and Centre Manager with onboard and induction of new customers allocated to the portfolio.
• Understand and apply Ofqual compliance conditions and work within these when completing gateway audits, ensuring that any assessments are completed within the required timeframes.
• Complete gateway audits, planning meetings and allocate End Point Assessors to apprentices as per standard operating procedures.
• Confirm and add End Point Assessment bookings to our EPA Pro System, with responsibility for quality control of the information added.
• Report back to Operations and Centre Manager of any capacity and capability issues with End Point Assessors.
• Support Centre Management and administration as required and provide confirmation of approval to the Centre within the portfolio
• Communicate the application progress for each prospective Centre to all relevant parties.
• Monitor Centres due for re-approval in-line with Centre re-approval process and update Centre details in the system, providing confirmation of re-approval to the Centre.
• In conjunction with EQA’s process Centre withdrawals and update the Creatio Green System.
• Provide solutions to routine complaints and provide potential solutions for appeals and complex problems to the Operations and Centre Manager.
• To work to the highest high level of quality and integrity, remaining compliant with all SIAS policies and processes

Key Performance Indicators

• Work within set Service Level Agreements to achieve compliance for all Awarding Organisation and End Point Assessment management and delivery requirements.
• Manage accuracy of customer data and operational delivery requirements in line with Centre and End Point Assessment Policy and processes.
• Support the continuous improvement of processes, providing management, support and guidance for customers, resolving issues that arise. Provide accurate reports to give feedback to customers on trends, helping customers to get it right first time.

Please Note:This job description is not intended to be all inclusive.

You may be required to perform other related duties as negotiated to meet the ongoing needs of the business unit.

How to Apply

To apply for this position, please email your CV and a covering letter (maximum 1,000 words) to [e-mail]. In your letter, clearly explain how you meet the essential criteria for the post and specify which role you are applying for.

Please note: applications for this role must be submitted by email; do not use the form below.

As we are a Disability Confident employer applicants should indicate if they consider themselves to be a disabled person. All disabled candidates who meet the essential criteria will get a guaranteed interview.

We are a fully inclusive organisation and encourage applications from individuals from minority communities.

Fill in the form to apply. We will be in touch with you as soon as possible about the next steps.