Job Description
Why does this role exist?
Reporting to the QA Leader (Customer Compliance and Investigation), the Customer Compliance Administrator (Apprentice) will provide administrative support to the Customer Compliance and Investigation Team (CC&I) in fulfilling their purpose of minimising customer risks by improving learner and customer experience through expert prevention of malpractice.
The key priorities of this role will be to provide administrative support to the Customer Compliance Officers, QA Leader (Customer Compliance and Investigation) and the QA Manager (Customer Compliance and Investigation) in the preparation of case work and investigations, along with conducting preliminary fact finds and reviews. The Customer Compliance Administrator (Apprentice) will act as an important link between our customers and the Customer Compliance and Investigation team ensuring that meetings are organised, emails and enquiries are responded to and accurate records are retained. In addition, the Customer Compliance Administrator (Apprentice) will take a key role in the organisation and allocation of the teams’ workload and maintenance of the teams Quality Management System.
List of the role’s key accountabilities and responsibilities, as opposed to listing tasks associated with the role.
- Responsible for the management of team mailboxes
- Responsible for facilitating inbound and outbound communication and stakeholder notifications (telephone, email and letter)
- Responsible for providing administrative support to the Customer Compliance and Investigation team
- Responsible for gathering information and data to support fact finds and investigations
- Responsible for ensuring accurate, efficient delivery of team processes to ensure internal and external timescales are met
- Responsible for assisting the Customer Compliance and Investigation team with fact finds and investigations
- Responsible for delivery of own case workload in a timely manner and escalating cases when appropriate
What are the key tasks and outputs that need to be delivered in this role?
- Monitoring of team mailboxes, including the allocation of team workload
- Respond effectively to inbound customer enquiries and triage to responsible team members and take messages where appropriate.
- Effective administrative support for Customer Compliance and Investigation team meetings and sub-team meetings, (including agendas, minutes and follow up actions)
- Actively support the administration and updating of the Customer Compliance and Investigation team Quality Management System (QMS)
- Conduct non-complex fact find exercises and case management under guidance from Customer Compliance Officers, QA Leader (Customer Compliance and Investigation) and QA Manager (Customer Compliance and Investigation)
- Co-ordination of documents for investigations and appeals including case notes, customer communications, mandatory and regulatory policies
- Support with the preparation of risk based customer monitoring
- Maintenance and preparation of case records and files from various sources and mediums
- Support data gathering and cleansing to assist production of key MI reports
- Work with the wider Customer Compliance and Investigation team to notify stakeholders of Regulatory Breaches and Adverse Effects
- Support facilitation of customer termination and sanctions processes
- Supporting the Customer Compliance and Investigation team with investigative checks (e.g. checking internal reports, learner records, centre held records etc.)
- Support with the organisation of centre visits, reviews, interviews and other business meetings.
- Record and track cases/records relating to investigation cases on behalf of the Customer Compliance and Investigation Team
- Liaise with other operational teams and departments to ensure effective communication is maintained
- Maintain the Centre Intelligence log, internal systems and maintain accurate records across the Customer Compliance and Investigation team.
- Other administrative duties that support the Customer Compliance and Investigation team to deliver an exceptional customer experience.
Personal Qualities :
- Must be able to work with confidential, sensitive information and allegations
- Must work to high quality standard and demonstrate strong ethics
- A team player and a desire to work as part of a fast-paced team
- Ability to learn quickly, share ideas and work with enthusiasm
Skills Required :
- Good written and oral communication skills, including good grammar and spelling
- Attention to detail and ability to work accurately
- Excellent telephone manner
- Good working knowledge of Microsoft Office packages: Word, Excel, PowerPoint and Outlook
Future Prospects :
- Potential of employment upon completion of the Apprenticeship
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