Skills First Awards Ltd

Business Administration and Customer Co-ordination Apprenticeship - Advanced (Level 3)

Skills First Awards Ltd (Employer)

The Nvq Training Centre Limited (Training Provider)

Weekly wage £288.00
37.5 hours per week 9am to 5pm Monday to Friday
18 months (duration)
13 December 2021(start date)
Business administrator (apprenticeship standard)
10 December 2021 (application closing date)
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Job Description

Are you looking to start your Career in Customer Service? Are you a confident, well spoken individual with a drive to succeed? Skills First have the perfect opportunity for you to earn money and gain the qualifications needed for your future!


Responsibilities will include:

To manage and monitor the quality assurance process for the Functional Skills examinations:

  • Review Senior Examiner (SE) weekly reports and action accordingly
  • Issuing of results ensuring SE sampling has occurred within the set timescales and the results are accurate
  • Exam paper production/development/amendment in XAMS, including the proofing process
  • Support and attend (where required) standardisation, QPEC and awarding meetings
  • Coordinate the rotation of exam papers
  • Allocation of completed exam papers to markers within set timescales
  • Monitor, review, analyse and report on both paper and individual question performance
  • Take ownership of incidents identified by the team of Markers/Senior Examiners to establish whether they require escalating
  • Ensure incidents of malpractice, maladministration, plagiarism and collusion are reported to the FS Manager within specified timescales
  • Cooperation with the Quality Assurance Advisor’s and or Compliance Team assigned to an incident/investigation
  • Review and update Functional Skills guidance documents
  • Review and publish Senior Examiner quarterly reports
  • Support the FS Manager with the recruitment and training of Markers and Senior Examiners
  • Participation of internal and external audits
  • Contribute to the annual performance review of Markers and Senior Examiners
  • Adhere to internal policies, procedures and quality standards within set KPIs to ensure good practice and consistency
  • Participate in project work, including system upgrades as and when required
  • Carry out Functional Skills invigilation audits as and when required
  • Maintain knowledge of FSQ regulatory requirements
  • Co-ordinate the provision of paper based exams:
  • Prepare paper based exam papers for each window
  • Acknowledge, process and despatch paper based exams within KPIs
  • Co-ordinate the marking process
  • Ensure the result release is completed within agreed timescales
  • Ensure re-sits are coordinated, including the reporting to finance for the purposes of invoicing

Manage the Proctoring (remote invigilation) process:

  • Manage the proctor sessions, including no shows, review of footage, administration
  • Manage calendar bookings
  • Scheduling proctored exams
  • Oversee proctor availability
  • Assigning proctors
  • Ensure the provision of excellent customer service:
  • Become highly proficient in the use of all systems i.e. XAMS, REG, QMIS
  • Take ownership and resolve customer enquiries/queries including systems support via telephone, face to face and emails within set KPIs

Future Prospects

Long term career progression available for the successful candidate.

Skills Required

  • Knowledge of Functional Skills desirable
  • Experience in a customer facing role essential
  • Excellent organisational/time management skills essential
  • Effective written and verbal communication skills
  • Working knowledge of Microsoft Office applications
  • Attention to detail

Qualities Required

  • Someone wanting to build a career
  • Good work ethic, someone who wants to learn and progress
  • A real desire to learn new skills and progress in a career
  • Confident
  • Hard working critical
  • Ability to develop and maintain customer relationships essential
  • Ability to work to agreed timescales
  • Works well under pressure
  • Maintain and develop effective working relationships, internally and externally

Qualifications Required

GCSEs at grades C/4 or above (or equivalent) in maths and English are desired.

Training Provided

  • Advanced Business Administrator Standard
  • Teaching and learning the skills, knowledge and behaviours within Business Administration
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