Job Description

Reporting to: Director of Operations and Partnerships

Location: Remote - with occasional visits to head office

Contract Type: Full-Time, Permanent

Working Hours: 08:30 - 17:00 (Monday to Friday) with 1 hour lunch break

Salary: 28,000 per annum

Job Overview

As a successful facilities management apprenticeship provider, Mercury Training Services Ltd has been a leader in the industry for over 20 years. We have built an outstanding reputation for delivering high-quality apprenticeship programmes, helping individuals and businesses thrive. Our clients include prestigious organisations such as the Ministry of Defence, a number of the largest corporate organisations, museums, universities, NHS, seaports and airports, logistics hubs, and high-end retail environments.

At Mercury, we are dedicated to empowering both our apprentices and their employers, offering expert guidance and support to help them succeed. This Operations Support role offers an excellent opportunity to develop your career in the education and training sector whilst gaining hands-on experience in supporting the delivery of outstanding apprenticeship programmes.

Role Overview and Development Opportunity

This position provides a fantastic opportunity to gain comprehensive experience in apprenticeship operations. You'll be supporting the smooth running of our apprenticeship programmes, working closely with the operations team, Skills Coaches, apprentices, and employers to ensure excellence in delivery.

You'll develop valuable skills in administration, stakeholder management, data management, compliance, and customer service, all whilst receiving mentoring and support from experienced colleagues. Mercury is committed to investing in your development, providing you with the knowledge and experience needed to build a successful career in the apprenticeship and training sector.

With a supportive team environment and opportunities for progression, this role is ideal for someone who is organised, detail-oriented, and passionate about helping others succeed in their learning journey.

A Typical Day in the Life of an Operations Support:

As an Operations Support Officer, you will play a vital role in ensuring the efficient operation of our apprenticeship programmes. A typical day includes:

Manning the team company phone lines and responding to customer inquiries in a professional and helpful manner.

Providing excellent customer service to apprentices, employers, and other stakeholders via phone, email, and other channels.

Creating and providing employer reports directly to employers to update them on their learners' progress and outcomes.

Preparing employer learning reports ready for the Partnership Manager and Curriculum Manager key account meetings.

Administrating skill scans for new apprentices and ensuring they are processed accurately and efficiently.

Coordinating line manager and learner sign-offs for key documentation and approvals.

Supporting the operations team with administrative tasks to maintain smooth day-to-day operations.

Coordinating tutor calendars to ensure effective scheduling of learner visits and training sessions.

Supporting with monthly pipeline reports to track learner progress and identify potential issues.

Supporting with key account reporting to demonstrate value and outcomes to strategic employer partners.

Directly assisting Team Leaders and the Curriculum Manager with operational and administrative needs.

Coordinating learner completion checks and follow-up surveys with tutors to ensure timely closure.

Administering Digital Apprenticeship Service (DAS) activities including funding checks and compliance.

Maintaining accurate learner records and updating internal systems with current information.

Processing and filing essential documentation, including agreements, assessments, and compliance records.

Responding to queries from apprentices, employers, Skills Coaches, and internal teams promptly and professionally.

Supporting the preparation of data for internal and external stakeholders, audits, and quality reviews.

Maintaining organised filing systems to ensure all records are accessible and audit-ready.

Supporting team meetings by preparing agendas, taking minutes, and following up on action points.

Contributing to continuous improvement initiatives to enhance operational efficiency and service delivery.

Essential Experience & Attributes

Excellent customer service skills with a professional and courteous telephone manner

Strong organisational and time-management skills with the ability to manage multiple priorities

Excellent attention to detail and accuracy in data handling and record-keeping

Excellent written and verbal communication skills

Ability to create professional reports and communicate effectively with employers

Proficient in Microsoft Office (Word, Excel, Outlook) and confident learning new systems

Ability to work independently and as part of a team

Experience handling customer inquiries and resolving issues effectively

Willingness to learn and develop new skills across various operational areas

Proactive attitude with the ability to use own initiative

GCSE Grade 4/C or above in English and Maths (or equivalent)

Desirable Experience & Attributes

Previous experience in an administrative or support role

Experience manning telephone lines in a customer-facing role

Experience creating and presenting reports to clients or stakeholders

Knowledge of apprenticeship programmes or the education sector

Experience using learner management systems, CRM platforms, or e-portfolio systems

Understanding of data protection and confidentiality requirements

Experience with calendar management and coordination

Familiarity with report preparation and data presentation

What We Offer

Competitive salary of 28,000 per annum with regular reviews.

34 days paid holiday (26 days annual leave plus 8 bank holidays).

Christmas/New Year shutdown.

Remote working with occasional visits to head office.

Staff perks and benefits, including fully funded team events.

Company pension scheme.

Full home office setup (laptop, phone, and necessary equipment).

Comprehensive support and mentoring from experienced colleagues.

Clear progression opportunities within the organisation.

Life insurance.

24/7 online doctor access for you and your family.

Travel expenses reimbursed where applicable.

Note: This description is not intended to establish a total definition of the job, but an outline of the main duties. You will be expected to do other, reasonable duties from time to time as per the needs of the business.

Job Type: Full-time

Pay: 28,000.00 per year

Benefits:

Company pension Employee discount Work from home
Work Location: Remote