Key Responsibilities

• Provide administrative and coordination support to the Head of Learning and Development and the wider management team.
• Organise meetings, prepare agendas, take accurate minutes and follow up agreed actions.
• Support the day-to-day management of shared team inboxes, ensuring enquiries are allocated and answered promptly.
• Allocate and respond to customer queries through Zendesk or a similar ticketing platform.
• Allocate learner proctoring videos to reviewers, monitor agreed service levels and escalate issues where necessary.
• Review proctoring videos when required.
• Build and maintain effective relationships with Approved Training Partners and other external stakeholders.
• Coordinate quality-assurance activities, including audits and course sampling.
• Liaise with technical assessors, training partners and internal colleagues to schedule monitoring activities and confirm requirements.
• Prepare and distribute documentation relating to monitoring and quality-assurance activities.
• Support the timely submission and processing of assessor invoices.
• Produce monthly management reports, analysing performance information and identifying key trends.
• Coordinate partner updates and webinars, including collating content, drafting communications and improving PowerPoint presentations.
• Schedule customer surveys and undertake preliminary analysis of learner and partner feedback.
• Provide flexible operational support across the team as priorities evolve.

About You

• Essential: Previous experience supporting assessments, examinations, qualifications or certification processes within a professional body, membership organisation, awarding organisation or comparable regulated environment.
• Experience in an administration, operations or coordination role within a busy, multi-stakeholder environment.
• Excellent organisational and planning skills, with the ability to manage competing priorities and meet deadlines.
• Strong attention to detail and confidence working with data, reports and administrative processes.
• Comfortable working in a fast-paced and changing environment.
• Experience using shared inboxes, Microsoft Office and ticketing or customer-service platforms such as Zendesk.
• Clear and professional written and verbal communication skills.
• Confident following up actions and constructively prompting colleagues and external partners when required.
• A friendly, collaborative and customer-focused approach.
• Able to identify trends, inconsistencies and potential issues.
• Proactive, solutions-focused and willing to take ownership of tasks.
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