Apprentice Exams and MIS Customer Service Administrator

Summary

This is an exciting opportunity to work across a busy MIS (Management Information & Systems) and Exams service with the college. The role is to gain knowledge and understanding of the various functions across the college including student records, funding returns, audit and compliance and exams.

Wage

£14,526.20 a year

Minimum wage rates (opens in new tab)

The pay will be the apprenticeship rate for the 1st year then the National Minimum Wage will apply to the age at that time.

Training course

Customer service practitioner (level 2)

Hours

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

37 hours a week

Possible start date

Monday 7 July

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

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

Where you’ll work

Huddersfield Centre

Manchester Road

Huddersfield

West Yorkshire

HD1 3LD

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

KIRKLEES COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

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.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 4/C or above or equivilent)

Desirable qualifications

BTEC in:

ICT - Knowledge of Outlook, Excel and Word (grade Pass, Merit or Distinction)

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
Administrative skills
Team working
Initiative
Non judgemental
Excellent Attendance
Excellent Timekeeping

Other requirements

You will be shortlisted initially through Kirklees College's screening process. After applying Kirklees College will make contact with you to discuss your interest and to check your eligibility. Please keep checking your emails and missed calls.

About this company

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.

http://www.kirkleescollege.ac.uk (opens in new tab)

Company benefits

Staff discounts & Pension.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

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

Ask a question

The contact for this apprenticeship is:

KIRKLEES COLLEGE

Nichola Barnes

apprenticeships@kirkleescollege.ac.uk

07788390025

The reference code for this apprenticeship is VAC1000303996.

Apply now

Closes in 14 days (Sunday 9 March at 11:59pm)

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