Membership and Student Support Apprentice

Summary

The Membership and Student Support Apprentice will act as a referral point to provide members and students with support, guidance, and information. The post holder will work collaboratively with the Membership and Student Services Team to ensure high quality delivery of administrative and support services to stakeholders, internal and external.

Annual wage

£11,648 to £20,820.80 a year

Minimum wage rates (opens in new tab)

£403 a week

Training course

Customer service specialist (level 3)

Hours

Monday to Friday 9am to 5pm

35 hours a week

Possible start date

Monday 9 December

Duration

1 year 3 months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Act as the first point of contact, assess and resolve queries received by telephone or email from existing and potential students to promote the benefits of studying with the IRM, build student satisfaction and enhance the reputation of the institute.
Enrol new students on the CRM ensuring that they are given the access to the virtual learning environment promptly and follow up as appropriate to ensure clarity of expectations and an outstanding student experience.
Maintain high standards of accuracy across enrolment record data and across multiple systems ensuring data processing meets agreed deadlines to deliver student and other stakeholder expectations.
Carry out tasks relating to data cleansing as and when needed to ensure records and information kept on the CRM database is accurate and up to date.
Ensure that students who have enrolled for a qualification are invoiced and that invoices are paid promptly, chasing debtors whenever necessary to balance the need to protect the Institute’s income with the need to maintain relationships.
Support the wider team in planning, organising and publicise webinars and events to promote the Institute’s qualifications, proactively contacting prospective students to drive interest and achieve enrolment targets.
Support the wider team in the preparation for and during induction weeks for new students.
Schedule, assist the delivery and publicise webinars for students in collaboration with module coaches.
Supporting the wider team in maintaining the virtual learning environment up to date, analysing feedback provided by students, finding gaps, resolving issues, and facilitating improvements.
Contribute to the production of timely analysis and accurate reports on students’ performance by providing progress reports on specific actions.
Participate in training to maintain and update knowledge as required for the post

To have a comprehensive understanding of the IRM and IOR membership grades, as well as the benefits they provide to members, to:
Act as the first point of contact, assess and resolve queries received by telephone or email from existing and potential members to promote the benefits of being part of the IRM and IOR, build member satisfaction and enhance the reputation of the institute.
Enrol new members on the CRM ensuring that they can access the appropriate benefits and communities.
Ensure that members who have subscribed are invoiced and that invoices are paid promptly, chasing debtors whenever necessary to balance the need to protect the Institute’s income with the need to maintain relationships.
Supporting the wider team in analysing feedback provided by members, finding gaps, resolving issues, and facilitating improvements.
Contribute to the production of timely analysis and accurate reports on members’ data providing progress reports on specific actions.

Where you’ll work

80 Leadenhall Street

London

EC3A 3DH

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

LONDON SOUTH EAST COLLEGES

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Training Provider: BROMLEY COLLEGE OF FURTHER AND HIGHER EDUCATION

On programme Training:

Level 3 Customer Service Specialist Apprenticeship Standard
Level 2 Functional Skills in English and maths
Institute of Apprenticeship Certificate

End point assessment

Work-based Project (written report) supported by an interview
Practical Observation with Q&As
Professional Discussion (supported by portfolio of evidence)

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade Grades 4-9 (A*- C))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Hybrid: Office and home

About this company

Professional institute. Members organisation and education management.

http://www.theirm.org (opens in new tab)

After this apprenticeship

Further progression may well be available in other areas within our sector, upon successful completion of Level 3 Customer Service Specialist.

Ask a question

The contact for this apprenticeship is:

LONDON SOUTH EAST COLLEGES

Evelyn Nartey

evelyn.nartey@lsec.ac.uk

02039544152

The reference code for this apprenticeship is VAC1000284171.

Apply now

Closes in 7 days (Monday 2 December at 11:59pm)

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