Customer Service Trainer - Adult Skills WYCA in Menston

Pre-course assessments and Planning

• Administer screeners, initial and diagnostics assessments for each learner, and subsequently develop and maintain tailored ILPs (inc. action plans) to include SMART targets.
• Plan lessons effectively and ensure that activities are innovative and differentiated towards individual learners (e.g. contextualised to their personal learning goals/chosen employment sector).
• Ensure that learner support is effectively assessed, reviewed, implemented, and evaluated (where required) throughout the learner's journey.

Training Delivery

• Deliver accredited and/or non-accredited training programmes to 19+ Adults in subject areas that are required for contract requirements (multi-disciplinary Trainers will be prioritised during selection).
• Train, assess, motivate, mentor and support learners, assisting them to develop personal and social skills to better prepare them for work and independence.
• Deliver outstanding teaching, learning and assessment to learners.
• Ensure that the curriculum provides appropriate stretch and challenge for participants.
• Develop resources and bespoke materials to meet the needs of learners and employers.
• Promote, and deliver training in accordance with qualification and centre guidelines.
• Ensure Maths, English, Digital, Soft Skills and PDBA (Personal Development Behaviour & Attitudes) themes (inc. prevent/safeguarding) are embedded into delivery as required or delivered stand alone as needed.
• Effective additional support provided to learners with additional learning needs (e.g. SEND, ESOL).

Supporting Learners

• Undertake regular and meaningful reviews with learners to ensure they remain engaged in the programme, that they are progressing well relative to their initial starting point and any emergent needs are addressed.

Record Keeping

• Maintain learner records accurately, both hard copy and electronically, and ensure all evidence for all visits is readily available and accessible for audit and quality purposes.

Caseload Management

• Use MIS (inc. ILR) data to track learner progress against the ILP and KPIs and address any trends towards shortfalls via one-to-ones, action plans etc.
• Monitor learner's attendance, progression and ensure all forms of teaching, learning and assessment for each element of the qualification is completed enabling candidates to meet the criteria for achievement of the chosen qualification.

Quality Assurance

• Contribute towards the development, implementation and monitoring of key documents, policies and procedures e.g. Self-Assessment Reports and Quality Improvement Plans.
• Implement any improvements identified as a result of performance reviews and internal quality assurance.
• Take part in standardisation and team meetings and complete continuing professional development activities (inc. Observations of Teaching & Learning), as required.

Professional Development

• Maintain own professional/occupational knowledge, skills and experience, including formal training/networking with fellow professionals (inc. self-reflection).
• Encourage, undertake and respond to learner and stakeholder feedback, contributing to Maximus Training's cycle of quality improvement.
• Participate in any staff review/performance management processes involving the identifying and meeting of training needs for self and others.

Qualifications & Experience

• Essential: Hold a minimum of a Level 3 teaching qualification (PTTLS or equivalent) and, where required, subject-specific qualifications and/or occupational knowledge/experience to support the accredited/non-accredited training. Level 3 Award Assessing Vocationally Related Achievement or equivalent. Business Admin and Customer Service. English and Maths to at least Functional Skills level.
• Desirable: CTTLS. Level 4 Award in the Quality Assurance of Assessment Process and Practice or equivalent. Experience using on-line learning platforms and portfolios. Experience delivering services to meet contractual and quality standards.

Individual Competencies

• Experience of deploying motivational strategies to develop individuals.
• Proven experience of adult or work-based learning, teaching and assessment.
• Proven track record of delivering funded employability programmes (including accredited and non-accredited qualifications) with complex learners.
• IT literate in using a range of Microsoft Office programmes to include 365 products and modern digital technologies, i.e. Microsoft Teams.
• A track record of managing and supporting colleagues and learners face-to-face and remotely.
• Proven track record of working with the unemployed on programmes that facilitate positive outcomes (e.g. sustainable job outcomes, further education, volunteering).
• Ability to plan and organise own caseload and diary unsupervised.
• A strong team player.
• Excellent communication skills and experience of forging strong relationships with Internal & External Stakeholders.
• Ability to manage learner numbers in line with budgets and delivery profiles.
• Excellent presentation skills.
• Reliable and capable of fulfilling the employment contract (including good sickness record) other than for legitimate disability absences agreed with the Company.
• Commitment to quality and customers.
• Training to be delivered face-to-face (at Maximus site or employer/outreach premises) and/or online (e.g. webinars).
• To work flexibly as required, which may require some working during evenings and weekends.
• Undertake any other tasks and responsibilities appropriate to the level of this post.
• Comply with all Maximus policies and procedures including all statutory responsibilities; including and not limited to Health & Safety, Safeguarding, Prevent and Diversity, Equity and Inclusion.

Travel Requirements

• Willingness to travel and work across Bradford, Leeds & Huddersfield to meet contract requirements for delivery.
• Full driving license and vehicle owner (Desirable).