Please click here to access our Privacy Notice which explains what personal data we collect from you along with how we hold it and use it in connection with our recruitment process.
Overview
Full details of the job.
Vacancy Name
Vacancy Number VN2797
Location City Bristol
Employment Type Permanent
About us
We're a friendly, DfE accredited, Ofsted outstanding training company providing apprenticeships, professional development and the DfE's 'Golden Thread' (trainee teachers to school Executive Leaders). We are adaptable, collaborative, and genuinely value the work we do to support the education sector, as much as our trainees do.
Our people are at the heart of our business and our passion and commitment to education is what drives us. As a result, we have seen incredible growth over the last few years both nationally and internationally.
We aim to be an employer where everyone can be themselves, do their best in an inclusive working environment and where all colleagues can thrive and reach their full potential. We want to attract, develop and retain individuals with different experiences, backgrounds and perspectives.
About the job Main duties Learner support and programme delivery
- Provide first-line support for learner, participant and colleague queries across agreed support channels.
- Respond to support requests in a timely, professional and learner-focused manner.
- Triage incoming requests, resolving issues directly where appropriate and escalating more complex issues to the eLearning Team Leader.
- Maintain accurate records of support activity in Zendesk or other relevant support platforms.
- Support learners with access to online learning systems, resources, sessions and programme materials.
- Develop strong working knowledge of at least one core programme area and its related learner journey.
- Support programme intake launches, learner enrolments, access checks, group setup and other delivery readiness tasks.
- Work with programme teams, facilitators, tutors and internal colleagues to support smooth programme delivery.
- Identify recurring support issues, risks or process gaps and raise them with the eLearning Team Leader.
Digital skills support
- Provide online digital skills support to learners and participants who require additional help.
- Deliver small-group digital skills sessions, with occasional one-to-one follow-up where required.
- Help learners build confidence in using digital learning systems and participating effectively in online learning.
- Record and escalate any recurring learner difficulties, access barriers or concerns to the eLearning Team Leader.
- Support a positive, accessible and inclusive digital learning experience.
Systems, processes and documentation
- Use relevant e-learning, learner support and programme systems accurately and consistently.
- Support accurate learner and programme information across agreed systems.
- Follow documented processes for learner access, programme setup, support handling and escalation.
- Create and update standard operating procedures for eLearning team processes under the direction of eLearning Team Leaders.
- Support the documentation of workflows for new and existing systems as processes are updated.
- Help create clear, practical guidance for colleagues and, where required, wider business users.
- Work within data protection, safeguarding, confidentiality and compliance requirements.
- Systems and tools may include virtual learning environments, support platforms such as Zendesk, student record systems, online meeting platforms, digital engagement tools and other learner-facing systems used to support programme delivery.
Testing and improvement activity
- Support routine or scripted testing of new system functionality, workflow changes and new systems under the direction of an eLearning Team Leader.
- Follow agreed testing guidance provided by Team Leaders, the eLearning Manager, Transformation, IT or suppliers.
- Record testing outcomes clearly, including issues, questions and practical feedback.
- Contribute to improvement activity by identifying issues, documenting agreed processes and escalating improvement opportunities.
- Support light-touch transformation work while maintaining focus on core learner support and programme delivery responsibilities.
Collaboration and communication
- Work closely with eLearning Team Leaders, other eLearning Coordinators and the eLearning Manager to support consistent delivery.
- Build positive working relationships with programme teams, Participant Support, IT and other operational colleagues.
- Communicate issues, risks and progress clearly and promptly.
- Share knowledge and support colleagues across programme areas.
- Participate in team meetings, training, reviews and improvement discussions.
- Uphold Best Practice Network values, including working together, acting with integrity, inspiring learning and striving for excellence.
Additional responsibilities
- Undertake any other duties reasonably aligned with the scope and level of the role.
- Support wider e-learning priorities where required.
- Adapt to changes in systems, processes and programme requirements as the e-learning function develops.
Person Specification
The successful candidate will:
- Have experience in a customer service, administrative, education, training or learner support role.
- Have excellent written and verbal communication skills.
- Be confident supporting learners, participants or customers across different communication channels.
- Be highly IT competent and willing to learn new systems.
- Be organised, reliable and able to manage competing priorities.
- Be able to follow processes accurately and maintain good attention to detail.
- Work well under pressure while remaining professional and learner-focused.
- Be an active problem solver, able to identify when to resolve an issue and when to escalate.
- Be comfortable creating or updating clear process documentation under guidance.
- Be able to support testing activity by following instructions, recording findings and giving practical feedback.
- Work collaboratively with colleagues across different teams.
- Demonstrate a commitment to high-quality learner support and continuous improvement.
- Understand the importance of data protection, safeguarding, confidentiality and compliance in an education setting.
Desirable
- Working in an education, training or professional development environment.
- Using a virtual learning environment or learner management system.
- Using a support platform or ticketing system such as Zendesk.
- Supporting learners or customers with digital skills or online systems.
- Contributing to process improvement or system testing.
- Writing guidance, work instructions or standard operating procedures.
- Supporting online learning or digital learning delivery.
What we Offer
- 28 days holiday and get an extra day for each year you stay with us, up to max 33 days PLUS bank holidays
- Health Cash Plan, once you've passed probation, which includes access to a private GP
- From day 1, free life insurance covering up to x4 your salary
- We'll both add money into your pension pot after 3 months
- Choose what flexible benefits you want after you've passed probation - this could be buying extra holiday, dental, topping up your healthcare plan, bikes, gym membership, electric cars and give as you earn
- Learning and development opportunities
- Volunteer days - 3 paid volunteer days a year, with 2 dedicated to Education
By joining us, you will become part of a community that is dedicated to transforming lives and sustaining communities, where your voice is heard, your ideas are valued, and your individuality is celebrated. Together, we will continue to advance our passion for education and build brighter futures for all.
Employment offers are subject to satisfactory vetting checks. These checks will be run in line with the latest guidance and legislation. You will need to already have the right to work in the UK, as we are not able to offer any sponsorship(s) for visa applicants.