Centre Support Officer – Examinations Team

Orange Recruitment; Nottingham; On-site; GBP 25,000; Full time

Job summary

A leading recruitment organization in Nottingham is looking for a Centre Support Officer to manage examination processes and provide exceptional customer service. The ideal candidate will have excellent IT skills, a commitment to accuracy, and experience in a busy office environment. Responsibilities include resolving queries, ensuring compliance, and maintaining effective systems. This full-time position offers a salary of £24,290.46 p.a. with good employment terms and opportunities for professional development.

Benefits

Generous holiday entitlement

Contributory pension scheme

Qualifications

• Experience working in a busy office with a strong customer service ethos.
• Knowledge of working in an education/training environment is preferred.
• Accurate data management skills including entry, validation, and reporting.

Responsibilities

• Manage effective examinations service for internal and external customers.
• Provide customer-focused, professional service to all Centres.
• Maintain compliance and regulation in services.

Skills

Excellent IT skills

High standards of accuracy

Excellent written and verbal communication

Organisational and time management skills

Effective problem‐solving techniques

Good interpersonal skills

Education

Good standard of education evidenced by GCSEs or equivalent

Level 3 in Customer Service/Business Administration

Tools

Microsoft Office

Job description

Job title: Centre Support Officer

Reporting to: Centre Support Manager or Head of Centre Support

Salary: £24,290.46 p.a FTE (37hpw)

Location: Robins Wood House, Nottingham

Closing date: 9am on 2nd January 2026

We are seeking a Customer Support Officer, to be based at our office in NG8, Nottingham. Full-time – 37 hours per week

Skills and Education Group offer over 400 Further Education qualifications through approved colleges and training providers across the UK. The qualifications we offer cover a wide variety of vocational subjects, including hospitality, door security, transport, and childcare.

This role involves both administration and customer service on a daily basis, ensuring the efficient operation of registrations, achievements, examination, and certification processes. You will need to have experience of working in a busy office and have excellent organisational and time management skills. A keen eye for detail is essential to work accurately at a fast pace. You should have excellent IT skills and be competent in Microsoft Office.

Customer service is a significant part of the role, and we work hard to provide our customers with a courteous, professional, and efficient service at all times. You should be good at handling queries professionally and be a confident communicator, liaising with internal and external customers by telephone and email.

At Skills and Education Group, we are passionate about the advancement of skills and education to improve the lives of individuals. Our work makes a real difference to people’s lives locally, nationally, and internationally.

We offer good terms and conditions of employment with a generous holiday entitlement and a contributory pension scheme.

No agencies please. Should you not hear from us within four weeks of the closing date, we regret your application has been unsuccessful.

Job Purpose

• To manage own workload to deliver an effective examinations service to internal and external customers relating to our service delivery.
• To provide a customer focussed, professional and high-quality service to all Centres.
• To keep compliance and regulation at the forefront of your work, following processes.
• To respond to all service standards and KPIs set.

Main Duties and Responsibilities

• To ensure timely, accurate and effective examination processes ensuring regulatory compliance across our qualification portfolio.
• To embrace training to improve our customer experience e.g. Mystery Shop
• To ensure all relevant inbox email queries are resolved and responded to in line with service levels.
• To contribute to effective sampling activities to ensure continued compliance.
• Ensure that deadlines are met in relation to exam processes e.g. dispatch of papers, exam scheduling, verification, issue of results, certification and any other related activities.
• Ensure the timely and accurate recording of incoming and outgoing post with detailed information to provide a clear audit trail.
• To support the Quality Assurance of examinations process; working with Quality and Regulation team as required.
• To provide comprehensive advice, guidance and support to centres and other customers on a range of products and services, as required.
• To provide relevant information to assist with the development and marketing of products, as required.
• To ensure the effective and efficient control of information and data in line with GDPR requirements.
• To deliver excellent customer service to internal and external customers and stakeholders.
• To monitor and make recommendations for the review of systems and procedures on a continuous improvement basis.
• To maintain accurate and up to date records and provide data, as required.
• To log, handle and resolve complaints effectively and in line with the complaints policy.
• To maintain efficient systems across a range of administrative areas with a high level of accuracy.
• To foster effective working relationships with approved centres.
• To support colleagues with the identification and conversion of new business.
• To log and co‑ordinate feedback from centres.
• To offer training, support and expertise to colleagues, when required.
• To ensure all activities are carried out in accordance with published Service Level Agreements.

The above-mentioned duties are neither exclusive nor exhaustive and the post holder may be required to carry out such other appropriate duties as may be determined by the Head of Centre Support.

The post holder will be expected to adopt a flexible approach to support the efficient and effective running of the Company.

Other Duties

• To ensure awareness of, and compliance with, all health and safety requirements taking reasonable care of the health and safety of yourself and other persons in accordance with the provision of health and safety legislation.
• To exercise proper care in operating, handling, and safeguarding any equipment and appliances provided and issued by Skills and Education Group for individual or collective use in the performance of duties.
• To keep up to date, so far as is necessary for the efficient executive of the role, with new legislation, procedures, and methods.
• To participate in the Company’s appraisal process and to undertake appropriate training/development to ensure up-to-date knowledge and practices are applied and maintained for the efficient and effective performance of the post and to support the Company’s strategic objectives.
• To uphold and promote the Company’s Equal Opportunities and Diversity policies and practices.
• To present an appropriate professional image on official Company business.

Terms and Conditions

This post is subject to the terms and conditions determined by the Skills and Education Group.

Person Specification

Qualifications

• Good standard of education evidenced by GCSEs or equivalent – E
• Level 3 in Customer Service/Business Administration – D

Knowledge and Experience

• Accurate data management skills including entry, validation and reporting – E
• Experience of working in a busy office with a strong customer service ethos -E
• Knowledge of working in an education/training environment – D

Skills

All essential criteria:

• Excellent IT skills. Competent in Microsoft Office (Outlook, Word and Excel)
• High standards of accuracy and attention to detail
• Excellent written and verbal communication skills; presenting information logically and concisely in ways that promote understanding
• Good interpersonal skills, confident and professional telephone manner
• Organisational and time management skills with the ability to manage and prioritise own workloads
• Effective problem‑solving techniques
• Ability to work effectively with cross‑functional teams to achieve common objectives

Personal Attributes

All essential criteria:

• The ability to use own initiative and know when to seek advice
• Treat people fairly and respectfully
• Acts with professional integrity at all times
• Committed to high standards of quality and seeks to improve systems and processes
• Ability to work effectively when under pressure to achieve tight deadlines
• Able to develop and maintain strong, effective and professional working relationships
• Committed to continuous self‑development

Additional

• Flexibility in working hours if necessary – E
• Capability to work from home if required – D