Learner Induction:
Construction Helpline is a leading Independent Training Provider for the construction industry. We are committed to empowering individuals with the skills and qualifications needed to succeed in this dynamic sector. Our Skills Bootcamps are intensive, government-funded programmes designed to equip learners with industry-relevant knowledge and pathways to further qualifications.
We have been in the forefront of digitizing construction by offering a range of products and services for workers to take them to the next level. By carving a more dynamic future for the construction sector we seek to drive better outcomes for its people and communities. For over 15 years Construction Helpline has provided training for construction and health & safety courses with a range of core products and services. To support a strong growth pipeline we are now seeking an experienced and enthusiastic operational and process-driven Student Services Officer to work within our customer service and training operations. You will provide key support that ensures we are meeting our customer service delivery targets matched to our business goals.
Role Overview:
The Student Services Officer will play a crucial role in providing a positive and efficient onboarding experience for learners enrolling in our funded Skills Bootcamp programmes. This role will be the first point of contact for many learners, responsible for guiding them through the induction process, ensuring accurate registration, addressing queries, and maintaining comprehensive learner records. The ideal candidate will be organised, detail-oriented, possess excellent communication and interpersonal skills, and be passionate about supporting learners in their educational journey.
The role sits within our operational team, with excellent personal development and enhancement for the right candidate.
Key Responsibilities:
- Plan, organise, and deliver engaging and informative induction sessions for new Skills Bootcamp learners, online.
- Clearly explain the programme structure, timetable, learning platform, assessment methods, and expectations (including mandatory attendance).
- Guide learners through the learner handbook and key policies (e.g., attendance, code of conduct).
- Ensure learners understand the non-accredited nature of the initial Skills Bootcamp and its pathway to the NVQ.
- Explain the importance of BKSB initial assessments and guide learners on how to complete them.
- Address any initial concerns or questions learners may have during the induction process.
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- Learner Registration:
- Manage the end-to-end learner registration process, ensuring all required information is accurately collected and recorded in the relevant systems.
- Verify learner eligibility for funded training programmes according to funding body guidelines.
- Ensure learners complete all necessary enrolment forms and documentation.
- Maintain accurate and up-to-date learner records, both electronic and paper-based, in compliance with data protection regulations.
- Learner Query Handling:
- Act as the first point of contact for learner enquiries via phone, email.
- Provide timely, accurate, and helpful responses to a wide range of learner queries regarding course content, schedules, attendance, registration, and progression routes.
- Escalate complex or sensitive issues to the appropriate team members in a timely manner.
- Maintain a log of learner queries and their resolutions.
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- Learner Record Maintenance:
- Regularly update and maintain learner records with attendance, assessment progress (where applicable within the initial bootcamp), and any relevant communications.
- Ensure data integrity and accuracy across all learner records.
- Prepare reports on learner data as required.
- Support the administration of learner feedback processes.
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- General Administrative Support:
- Assist with the preparation of induction materials and learner handbooks.
- Support the wider learner support team with administrative tasks as needed.
- Contribute to the continuous improvement of learner support processes.
- Adhere to all company policies and procedures.
- Maintain customer relationships and process orders using our internal CRM platforms
- Maintain accurate records of specified development activity and provide timely and consistent data using the CRM systems
- Work with the business development and customer service teams to actively seek new business opportunities with existing and potential clients
- Assisting the business development and customer service team to build and maintain portfolio of B2C and B2B leads
- Achieve set monthly targets within your performance and personal development framework
- To represent the company in a professional manner at all times through all our communication channels
Skills and Experience:
- Proven experience in an administrative or customer service role, ideally within an education, training, or similar environment.
- Excellent communication and interpersonal skills, with the ability to build rapport with learners from diverse backgrounds.
- Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
- High level of accuracy and attention to detail in data entry and record-keeping.
- Proficient in using Microsoft Office Suite (Word, Excel, Outlook).
- Experience with CRM or learner management systems is desirable.
- Ability to work independently and as part of a team.
- A proactive and solution-oriented approach to problem-solving.
- Empathy and a genuine desire to support learners in their educational journey.
- Knowledge of government-funded training programmes and their requirements is an advantage.
Personal Attributes:
- Enthusiastic and positive attitude.
- Professional and approachable manner.
- Excellent listening skills.
- Ability to remain calm and professional under pressure.
- Commitment to confidentiality and data protection.
Scope of the role
To help you to become successful in this role we offer a progressive Personal Development structure including further training. We are offering a competitive salary depending on experience. The salary scale stated is designed to sit within an overall framework consisting of a 3 month probationary period however the full program will be discussed at interview stage.
As a progressive training business and equal opportunities employer who welcomes applications from all suitably qualified candidates.
We offer initial training and online course self-guided assessments to help you achieve your career goals within the industry. From time to time we organise social events and team training based at our London site which offers free on-site parking or daytime cycle storage if you are local.
Job Type: Full-time
Pay: From £25,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
Schedule:
- Monday to Friday
Experience:
- Computer skills: 3 years (preferred)
- Customer relationship management: 2 years (preferred)
Work Location: Remote
