At a Glance
- Tasks: Manage customer relationships and ensure top-notch service for training providers and employers.
- Company: Join a leading education administration organisation focused on quality and support.
- Benefits: Full-time role with opportunities for professional growth and development.
- Other info: Inclusive workplace that values diversity and offers guaranteed interviews for disabled candidates.
- Why this job: Be the key link between customers and services, making a real difference in their journey.
- Qualifications: Level 3 qualification and experience in customer service or project management.
The predicted salary is between 36000 - 60000 £ per year.
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. The role is responsible for planning and organising the delivery of end point assessments, and ongoing support and management of Centres within the portfolio.
Responsibilities
- 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 time‐frames.
- 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.
Qualifications, Skills and Experience
- Qualified to Level 3 (A Level equivalent)
- Evidence of recent Continuing Professional Development and a drive to continually learn.
- An understanding of apprenticeships, standards and qualifications/awarding.
- Ability to analyse, interpret and present information and data.
- Able to work in an evolving business environment, at pace and with quality.
- Able to respond positively to change, contributing your own ideas to achieve business aims.
- Able to work independently and effectively.
- Experience of working in a Awarding Organisation, End Point Assessment provider or Apprenticeship training provider.
- Hands on experience of resource allocation / project management / coordination / Operations experience.
- Experience of resource scheduling in a dynamic environment.
- Experience in a training/development environment (preferably in a science or technical environment).
- Experience of managing a portfolio of work with responsibility for problem solving.
- Evidence of using a project management/resource scheduling approach to meet objectives.
How to Apply
To apply for this position, please email human.resources@cogentskills.com with a copy of your CV and a covering letter of no more than 1000 words detailing how you meet the essential criteria for this post. Please ensure that you specify which post you are applying for.
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.
Centre Relationship Manager in Warrington employer: SIAS
At SIA, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters professional growth and development. Our Centre Relationship Manager role is pivotal in ensuring high-quality customer engagement, and we provide comprehensive training and support to help you excel in your career. With a commitment to inclusivity and a focus on employee well-being, SIA offers a collaborative culture where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Centre Relationship Manager in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SIAS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SIAS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Centre Relationship Manager in Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SIAS:Your cover letter is your chance to shine! Tell us why you want to work at SIAS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SIAS!
How to prepare for a job interview at SIAS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
