On behalf of our partner client, an esteemed E-Learning business that is experiencing sustained growth, Equal Education Partners are seeking a dedicated and enthusiastic Operations Associate to join and bolster a dynamic team on a temporary basis. This position is crucial for expanding capacity during our client's busiest period to deliver outstanding support to their partners (customers) and ensure the seamless delivery of their live online lessons. In this role, you will find yourself at the heart of the operations function, directly impacting the experience of partners and students.
The principal purpose of this role is to act as a point of contact for partners, adeptly handling queries and solving problems to maintain high satisfaction levels. Collaboration across departments will be a part of your daily routine, aimed at enhancing service delivery and operational efficiency. Your contributions will extend beyond immediate tasks, providing valuable insights through regular performance reports, aiding in decision-making and improvement initiatives. Full training in systems (namely a bespoke platform, Dynamics 365, Teams) will of course be provided, and expectations will be clearly set.
We are looking for someone who shares a commitment to education, equipped with exemplary organisational and communication skills, and has a track record of thriving in fast-paced environments. Whilst this opportunity is temporary, for a person who demonstrates their value and aligns with our goals, there could be potential for this position to evolve into a permanent role, opening up further avenues for professional growth and development.
You may not have professional operations experience, but if you have the detail-oriented and customer-centric skills we’re looking for, then we’d love to hear from you! This role offers you the chance to make a significant contribution to our client's operations, ensuring smooth, efficient, and effective delivery of their important service.
Key Responsibilities
Partner support
- Answer inbound calls from partners in learning settings
- Offer first line support for technical or clerical issues that are preventing learning
- Respond to email cases in the CRM, Dynamics 365
Support queue management
- Own the process of allocating cases as they come into Dynamics 365
- Liaise with internal teams to ensure SLAs are consistently met
- Ensure every case is responded to and properly processed in Dynamics 365
Administration
- Respond to all late notifications to ensure every lesson is delivered smoothly
- Ensure that all curriculum learning resources are uploaded into the platform ready for teaching
- Complete change requests from partners
Data and reporting
- Produce weekly data snapshot of inbound cases and calls
- Produce weekly KPI tables to report on booking
Scheduling
- Contribute to departmental objectives by supporting the operations team across the different phases of booking and scheduling lessons
- Monitor teaching group sizes and report when groups need to be created to add capacity
- Assist with assigning teachers to lessons and setting up lessons in our bespoke platform
Team
- Support the dynamic operations team through their busiest time of the year with a positive, can-do attitude
- Bring an eagerness to learn and engage with partners and people
- Act as a team player, working collaboratively in a supportive, passionate team dedicated to improving the lives of children and young people through education
Requirements
Essential
- A positive, resilient, can-do attitude – you are eager to help however you can
- Outstanding organisational skills with a meticulous eye for detail
- Friendly and helpful demeanour, conveyed over the phone or through email
- Capable of adapting quickly to new systems and interfaces
- Prioritise and manage time appropriately, able to work under pressure and to deadlines
- Comfort with manipulating and analysing simple data sets
- Excellent ICT skills, especially proficient in Office365
- Experience of using Teams as a communication and collaboration tool (or a willingness to learn quickly!)
- Respect and promote the company’s ethos and values
- Passionate and demonstrably committed to improving the lives of young people
Desirable
- Experience of administration, gained through professional or volunteer/community experience
- Familiarity with MS Dynamics 365
- Experience of working in an education setting
- Proficiency in speaking, reading, and writing Welsh
Benefits
Hours - 35 per week around the core hours of 09:30-14:30
Holidays - 25 days (pro-rated by contract length), plus 8 bank holidays
Location - Wrexham office, hybrid model, 5 days per month in the office (Fully remote will be considered for the right candidate)
Salary - £20,449.00 - £25,989.00 (pro-rated by contract length)
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