Training Operations Coordinator-EPC

Serco Limited; York; Remote; GBP 34,000; Full time

Job summary

A leading UK service provider is seeking a Training Operations Co-ordinator to support their Resilience team. The role involves managing customer journeys, coordinating service deliveries, and ensuring high-quality customer service. Applicants must demonstrate strong organizational and problem-solving skills, and ideally have SC Security Clearance. The position offers a salary up to £34,000 per annum, flexible working, and various employee benefits.

Benefits

Annual salary reviews

Generous pension scheme

25 days annual leave

Wide range of training opportunities

Wellbeing support

Retail discounts

Paid volunteering day

Qualifications

• Proven experience in managing fluctuating workloads.
• Ability to work independently under pressure.
• Demonstrate initiative and commitment to quality.

Responsibilities

• Administer day-to-day customer service and journey.
• Ensure opportunities are recorded accurately in CRM.
• Support development of bids and proposals.

Skills

Organisational skills

Problem-solving skills

Attention to detail

Ability to communicate effectively

IT experience

Education

Security Clearance (SC)

Tools

Microsoft Office

Microsoft Teams

Job description

Overview

Training Operations Co-ordinator

Serco Resilience

37.5 hours per week, working flexibly

Home based with UK travel

Up to £34,000 per annum, depending on experience, plus benefits

Serco are recruiting for a Training Operations Co-Ordinator to join the Serco Resilience team. This is a newly created position to support business growth.

The Training Operations Co-Ordinator (TOC) role is responsible for administrating all aspects of the Serco Resilience business portfolio through management of the end-to-end customer journey, from first customer contact, processing bookings, event / services management to post-delivery communication, payment and any ongoing support. This post will also ensure the successfully deliver of the revenue targets and an exemplar level of customer service.

This role reports directly into the Business Manager and involves working in close collaboration with the Head of Resilience and the wider Serco Resilience management team who are responsible for the successful delivery of the business. The post-holder will also work closely with the finance team preparing information for invoicing, tracking sales performance and playing a pivotal role in supporting the delivery by the operational team.

Main Accountabilities

• Responsible for the administration of the day-to-day customer service and journey
• To ensure all opportunities / sales enquiries are accurately recorded onto the CRM in a timely manner
• To ensure all opportunities are managed in accordance with the sales process and the Serco Management System (SMS)
• To support the development of bids, proposals and solutions as part of the Serco business lifecycle
• Responsible for the coordination, preparation and scheduling of customers for all face to face, online and e-learning service delivery
• Manage the administration of effective service delivery
• Coordination of resources required and liaison with external stakeholders as required (trainer, technology, interpreter, T&S, training venue etc..)
• Provision of exercise support as and when required
• Coordination of Associate model, bookings and payments
• Coordination of the reporting and evaluation processes (trainer reports and Kirkpatrick evaluations) and supporting with quality control and continuous improvement
• Support for trainers deployed ensuring risk assessment and governance has been undertaken and all mechanisms activated for their deployment. (Deployment advice, venue information, following SMS / Government guidelines and in-country advice, and fulfilling the requirements for Serco insurance)
• Provide accurate and timely data to support business information request
• Provision of administration support to the Serco Resilience business
• Assure the successful delivery of projects through effective project administration ensuring supporting the planning, executing, monitoring, controlling, and closing out of projects

What you’ll need to do the role

• To hold or to secure SC Security Clearance
• Proven organisational and problem-solving skills
• Ability to proactively manage fluctuating workloads
• Attention to detail and the ability to maintain the currency and accuracy of information
• IT experience with an excellent working knowledge of Microsoft (including MS Teams for the provision of training delivery) and other commonly used IT packages, with the ability to quickly learn new systems
• Demonstrate initiative, enthusiasm and commitment to high quality and standards
• Ability to work unsupervised, under pressure, with conflicting demands of customers and colleagues
• Ability to communicate effectively and confidently at all levels, using a variety of communication methods (spoken, written, behaviour) and to be assertive in communication when required
• Ability to operate in a flexible, organised, consistent and committed manner
• Willingness to learn new skills and accept responsibility
• Ability to operate in a flexible, organised, consistent and reliable manner

What we offer

• Salary: salaries with annual reviews
• Pension: Up to 6% contributory pension scheme
• Holidays: 25 days annual leave, plus Bank Holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme