Job Description

We are a passionate team, dedicated to delivering high quality assessments to students, working closely with all stakeholders. We are constantly expanding our team with a current need for an enthusiastic office manager with management, administrative and communication skills.

Hours: Normal office opening hours are 8:30 am – 5:00 pm Monday to Thursday, and 8:30 am – 4:30 pm on a Friday. Some evening and/or weekend work may be necessary. Some working hours are flexible.

• To manage the core administrative processes and procedures for the successful delivery of assessments;
• To manage individual team members in the determining of their roles, responsibilities and associated Key Performance Indicators and the ongoing improvement of performance of the individual – as well as the team as a whole;
• To assist in the ongoing scalability of the team in contributing towards recruitment / selection of future team members;
• To work as a team member to achieve the common goal of delivering excellent assessment to students. This will include the administration of core processes and procedures as and when required throughout the delivery cycle,

Principal Duties and Responsibilities

• Assist in the continuous design and improvement of processes that enable the team to:
• Prepare and follow up assessments / appointments with appropriate external contact and digital recording of records as per established processes;
• Liaise with students / customers by telephone and email as appropriate;
• Liaise with assessors / suppliers by email and telephone as appropriate.
• Line manage a team of currently 4 but likely to be 5-15 team members. This will include day to day responsibilities of line management as well as the medium term planning and review of performance;
• Contribute towards the management / delivery of other requirements relating to the operation of the core business – such as management reporting, office administration, maintenance of ISO systems etc.
• Be responsible for triaging difficulties encountered in an appropriate way to ensure suitable involvement of other management in key issues;
• Be trained in and work with a bespoke internal ICT system that enables the effective and efficient delivery of administrative tasks;
• Support the whole DSA assessment process as a team member as appropriate.

Your team will be to:

• Provide primary ‘front-service’ support for all methods of inbound communications and enquiries, i.e. phone, email, and ensuring full and accurate customer record management notes are entered into the central database system;
• Conduct all Pre-Assessment administration, e.g. sending of booking confirmation emails, chasing student documents, sending appointment reminders;
• Managing the Assessment Centre Software e.g. uploading all pre-assessment documents to records, medical evidence and relevant documents;
• Book DSA Assessments, in accordance with resource availability;
• Conduct all Post Assessment administration, e.g. sending of needs assessment reports, retrieving and uploading all post assessment documents to records and effective query management;
• Monitor all cases/records within the system to ensure they move through the delivery stages efficiently;
• Ensure the accurate and completion of customer records on the central database system;
• Support the whole DSA needs assessment administration process in accordance with External Auditor guidelines, KPIs and the company’s service standards and agreements.

Schedule:

• Monday to Friday

Work remotely:

• Temporarily due to COVID-19

Required Knowledge, Skills, and Abilities

5 GCSE’s or equivalent with C grade in Math and English. 3rd level qualification; particularly relating to business / management. 3 years experience in working in a customer support environment with external contact of customers / suppliers and internal team contact on a daily basis; 2 years experience of working in a line manager role with 5 or more direct reports; 2 years experience in working with a specific ICT system that records / enables administrative tasks such as booking, reporting, management reports etc. 3 years experience of and Knowledge of Microsoft Office software. Knowledge or experience of working in an environment in which medical or non-medical help is provided to people with learning / physical needs; Experience in working in an office manager role or line manager role in a similar environment in which appointments are created / executed on a daily basis with appropriate preparation and follow up. Further experience as outlined in Essential Criteria. Highly developed interpersonal skills with the ability to listen and understand others; as well as appropriately assert their own point of view or job requirements. An indication of 3 years experience of working in a management role which required many tasks completed to a high level of accuracy. A commitment to inclusiveness, equality and diversity. Proven ability in being able to design and manage team roles on an ongoing basis – including ongoing performance management; Proven ability to resolve complex queries and complaints with expediency, intelligence and sensitivity. Proven commitment to continuous professional development. Excellent time-management skills using a range of strategies to ensure that work is carried out effectively and efficiently, whether independently or as part of a team. Familiarity with business principles and practices, especially confidentiality, Data protection and privacy. Ability to work autonomously, manage priorities, and workload with confidence. Ability to remain calm under pressure and to handle difficult and/or sensitive customers and issues. External customer communication (e.g. customers / suppliers): 3 years. Working in a line manager role with 5 or more direct reports: 2 years. Using ICT for administrative tasks (e.g. booking, reporting): 2 years.