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Programme Co-ordinator - 2 roles available
The Academy of Executive Coaching (AoEC) places a high value on its working culture of openness, innovation, mutual support and integrity. The AoEC is committed to excellence in customer care and service delivery, and the candidate will help implement these values in the workplace. The AoEC is committed to the personal and professional development of all its employees.
The primary function of the Programme Coordinator is to support the operations and customer service function of our Open Programmes offering, ensuring customer service excellence post sale and supporting the Programme Managers in facilitating the operational delivery of AoEC programmes.
Key Responsibilities:
Programme Administration
- Provide administrative support to AoEC Programme Managers across the Operations team
- Administrate, schedule and coordinate the AoEC’s mentor coaching offering across the Practitioner Diploma programme series, adhering to company SLAs and escalating where appropriate when at risk
- Liaise with venues, faculty and customers post-booking for the purpose of course facilitation
- Prepare and update course materials across the AoEC programme range
- Assimilate programme assessments and issue certificates upon programme completion, adhering to company SLAs
- Maintain accurate customer and learner records in AoEC core operations systems – Zoho CRM and Absorb LMS
Customer Service
- Respond to customer enquiries post booking in line with company SLAs
- Prepare programme feedback forms following completion disseminating responses to members of the SLT and delivery team as appropriate
- Monitor customer feedback, preparing insights and reports as appropriate for the Head of Sales & Service and wider SLT
- Escalate customer complaints for timely resolution, working with the Programme Manager, Head of Education and Head of Sales & Service as appropriate
General
- Work alongside wider Operations team to ensure the smooth day to day running of Open Programme delivery schedule
- Work cross-functionally – inputting into wider company projects as necessary
- Attend company in-person meetings and events as necessary
- The duties and responsibilities outlined in this job profile are indicative of the role; however, they are not exhaustive and may be subject to change. In addition, you may be required to undertake other duties within the scope of the role
Skills & Competencies required:
- Commercially astute self-starter
- Competent in the use of Microsoft suite of applications; Word, Excel, PowerPoint
- Experience of Zoom and video conferencing platforms (essential)
- Experience of CRM system and LMS platforms (nice to have)
- Experience of NPS platforms (nice to have)
- Solutions focused and pragmatic
- Exceptional attention to detail
- Advocate for change – looking for new and improved ways of working
Experience & Qualifications:
- Customer service experience gained in B2B or B2C (essential) for a premium, purpose led SME (nice to have)
- A natural communicator and relationship builder, skilled in administration
- Experience of working in a virtual environment
Working Conditions
This is a permanent, role working from home with occasional travel to company meetings in London or Kent. As this is a remote position, it is imperative that broadband is stable to ensure effective working.
Reporting to: Head of Sales & Service
Hours
This is a full-time role. We are however open to discussing part time hours for exceptional candidates. Applicants of a minimum 0.8 FTE will be considered.
Salary
£23-25K FTE DOE