Location: Hybrid between home and our Kettering office (2 days per week)
Reports to: Certification Lead
Closing Date: Friday 20th November 2026
*Please note, this role is being offered on a six-month, fixed-term contract*
About the role:
The Contract & Service Operations Administrator supports operational efficiency in CMI's Partner Services department. Bridging Contract and Service Operations, the role involves routine reporting, centre approvals, certificates, and programme mapping.
Key responsibilities include serving as primary Contract Operations support on Thursdays and Fridays, answering telephone enquiries, and managing shared team mailboxes to ensure seamless delivery across Partner Services.
Responsibilities:
- Contract Packages: Set up and maintain Partner Connect packages for learner registration.
- Contract Inbox: Manage queries and esc...
- Reporting: Compile usage reports on package updates, setups, and PAYG additions.
- Thu/Fri Cover: Lead Contract Operations contact on Thursdays and Fridays.
- Data Verification: Audit contract setups against commercial agreements.
- Centre Approvals: Support centre approvals, re-approvals, and withdrawals.
- CRM Hygiene: Maintain Salesforce and CRM data quality.
Certificate Support:
- Enquiries & Issuance: Handle certification queries within SLAs and manage certificate issuance.
- Supplier Engagement: Liaise with suppliers (e.g., ESFA, Hague).
- Contact & Mailbox Handling: Answer Partner Services calls and manage shared inboxes via Google Workspace/Hiver.
- Learner Support: Assist with registration verifications, certificate checks, and withdrawals during busy periods.
- Team Cover: Provide cover for colleagues during leave or peak periods.
About you:
We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.
- We are looking for someone who can enhance our culture and align with our core values. We want someone who is 'Passionate' in making a positive difference to the skills of managers and leaders, 'Practical'; with the ability to make quick and smart decisions, 'Progressive' about creating a better future and maintaining a 'Professional' code of conduct, through being accountable and ethical in everything that we do.
- Proven administrative experience in a busy office or customer service team.
- Experience with data entry, record accuracy, and file management.
- Familiarity with handling incoming telephone calls and shared mailboxes.
- Strong written and verbal communication skills with excellent attention to detail.
- Strong organisational skills and ability to prioritise routine tasks.
Why CMI:
Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.
It doesn't stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:
- 21 days' holiday + 8 days' Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday
- Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support
- Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join
- CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice
- Rewards and Recognition scheme - cash prizes awarded to employees throughout the year
- Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months
About us:
The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals' career prospects, management capability and impact in the workplace.
Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way.
We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.
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Administrator in Kettering employer: Chartered Management Institute
At the Chartered Management Institute, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. With a strong focus on professional development, we offer numerous growth opportunities and a supportive environment that encourages innovation and collaboration. Our hybrid working model allows for flexibility, making it an ideal workplace for those seeking a meaningful career in communications while enjoying the vibrant atmosphere of London.
Contact Details:
Chartered Management Institute Recruitment Team
