Client Service & Operations Assistant

Job Title: Client Service & Operations Assistant

Location: Birmingham

Role Type: On-site

First Intuition (FI) is a fast-growing, innovative education provider committed to delivering outstanding learning experiences.  At FI, our commitment to excellence is driven by our core driving principle of putting people first.  We take pride in nurturing talent, fostering growth, and providing unparalleled support to our students, clients, and team members, ensuring they can thrive personally and professionally. 

Our success is due to our approach to training and our links with businesses. We work closely with organisations to precisely understand their needs and incorporate these into innovative course designs, where the interaction with students is tailored, personal and reflects their specific circumstances. This approach has led to First Intuition being awarded an ‘Outstanding’ rating by Ofsted. 

Job summary: 

This role will be focused on providing high-quality service to our clients and students who primarily study at our newly established centre, FI Birmingham. This is a busy role and will involve flexibility and the ability to prioritise tasks to deliver operational support for staff within the Centre and wider community. 

You will work closely with colleagues to ensure that core operational processes are completed for the Birmingham centre. You must enjoy working in a fast-paced environment and be a great communicator - verbally, on the phone and through email. The post holder’s role will be to ensure effective and professional liaison and communication with tutors, skills coaches, administrative and external customers, to facilitate the smooth running of day-to-day activities, through the delivery of established processes.

Duties and responsibilities to include:  

Client Service:

You will help deliver high quality service to FI Midlands clients and act as the primary day to day contact for a range of employers. This may include, but not be limited to:

Act as the first point of contact for enquiries from students and their employers relating to course administration and providing appropriate advice and guidance.

Managing the onboarding process of apprentice sign-ups and on-programme apprenticeship paperwork updates.

Maintaining student and client records with course booking data, progress reporting and the documentation and implementation of changes to study pathways.

Supporting Account Managers/Client Relationship team with data collection, invoicing, and produce monthly student reports.

Work closely with Head of Client Services and Operations to ensure SLA’s are met and provide the provision of consistent excellent service.

Ensure accurate data entry of apprentice details and course bookings onto a variety of systems.

Track, chase and report on outstanding actions relating to the onboarding process.

Maintain accurate and up-to-date records for employers and students, including managing trackers, planners, and relevant documentation to ensure data integrity and timely reporting.

Responding to queries in the Birmingham mailbox, update records, liaise with skills coaches and any other administrative activity required.

Course Operations

You will support as required on the completion of core course operations for the delivery of FI Midlands courses. This may include, but not be limited to:

The arrangement of any physical materials required for the delivery of courses.

Administration duties for Birmingham Students and Online Live Apprentices.

Managing shared mailbox and administrative tasks

Administering and invigilating exam sessions

Invoicing to clients and customers.

Course enrolment, handle student queries and manage access issues.

Following up on phone calls and contacts as appropriate.

Work closely with the Head of Client Servies and Operations to oversee daily business operations

Centre Operations:

You will support as required on the completion of core course operations for the delivery of Midlands courses. This may include, but not be limited to:

Setting up classrooms with course materials and supporting building management activities.

Replenishment and maintenance of the open areas of the centre.

Opening/Close of the Centre.

IT Support for Tutors and Room Hire.

Other duties commensurate within the role, including support to other colleagues in the company when required.

Qualifications and skills: 

Essential: 

Experience of delivering high quality client service

Excellent communication (both written and verbal) and relationship-building skills.

Strong organisational and time management skills.

A positive and solution-focused attitude to work

Ability to use initiative and proactively manage workloads

Confident and professional

Ability to deliver key information to employers and their learners

Preferred:

Experience in the accountancy and/or education industry.

An understanding of professional qualification training in a professional service environment

Understanding of Apprenticeships and the ESFA funding rules

Experience with apprenticeship training

IT Skills:

The following would be advantageous in this role:

Working knowledge of Microsoft Office Suite (Word, PowerPoint, Excel, MS Teams) and other commonly used office packages

Experience of using a TMS such as Administrate.

Benefits: 

25 days annual leave (based on fulltime hours) PLUS bank holidays 

3 FI Days per year 

Hybrid working available, equipment provided for homeworking 

Flexible-working positive employer with a range of family-friendly policies 

Employee Assistance Programme: 24-hour confidential access to counselling and support services 

Competitive Pension 

Private Medical Insurance 

Training and development opportunities 

Long term career prospects in a growing company 

Employee perks including a range of discounts to suit your lifestyle 

We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.   

First Intuition does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.