Job Description

You will be responsible for providing accurate insight into the Qualifications operations of our business using both non-financial and financial information:


Support the Qualification Customer Service Manager and Qualifications Team to meet client SLAs Support Qualifications delivery to ensure it has the processes, resources and systems to grow Support other internal teams & departments to ensure data, processes & reports exist for a consistent approach.

What will you be doing?

Manage Qualifications customer accounts within SLAs: + Responding to queries
+ Reviewing Approving/Rejecting/Sanctioning and setting up/onboarding/closing Centres and escalating to the Qualifications Customer Service Manager as required
Timely respond to Operations teams queries on data, process & reports Reduce Qualification Customer outstanding 'debt' and apply sanctions as required Support the Lead EQAs and ensure they have had an annual observation Coordinate annual EQA documentation returns (CVs, CPD, certificates) Review and update internal and external processes Review DCS status of customers in line with the DCS policy Complete monthly financial rebates (Vistar, Vision2Learn & Learning Curve Group) Communicate development ideas and further streamlining of processes & procedures: + Test departmental improvements & development enhancements to systems
Work with Group Shared Service departments: + Finance Manager for monthly and annual Qualifications billing
+ Purchase Ledger for departmental Orders & Invoice processing
In consultation with the Head of Compliance review and create new Qualification policies Support the achievement customer satisfaction scores in line with Company Objectives You may also be required to undertake additional duties that are necessary to effectively deliver the responsibilities and objectives of the role

What will you bring to the role?

Experience of customer service and administration Strong communication and customer service skills - written and oral Ability to take initiative and effectively manage workload in a dynamic environment Able to work independently on departmental tasks and collaboratively with other teams

Giving back to you - our Group Benefits

25 days' holiday rising with service and your birthday off. Holiday purchase scheme for those life changing trips and moments. Long service reward and recognition Enhanced Pension Group Life Assurance - 3 x Annual salary Unlimited access to six Smart Health services including a 24/7 virtual GP Health Cash Plan Access to curated wellbeing content and our Employee Assistance Programme Perkbox To support your work/life balance we give you the opportunity of flexibility within our core working hours (9.00 - 5.30). Enhanced sick pay Enhanced Maternity/Shared Parental and Adoption packages leave A reward programme and recognition programme and annual awards event

Who are Innovate?

Innovate is part of the Lifetime Group. As a Group, we collaborate to shape the future of the sectors we partner with. From delivering pioneering learning and apprenticeships to shaping technology and delivering innovative assessment, we believe that everyone should have the opportunity to learn new skills and reach their full potential



Our mission is that "We solve talent gaps for competitive advantage: Transforming learning, skills and enabling social mobility. In this way we are "Creating Tomorrow's Workforce"



Innovate Awarding is an independent awarding organisation with a 'no surprises approach' to assessment. We provide End-point Assessment services for apprenticeship Standards, and vocational qualifications for work-based learning and those transitioning to work, across 15 sectors and we're growing. We're trusted by employers and their training organisations across the country to evaluate Apprentice competence.

At Lifetime Group, we are committed to broadening the diversity of our workforce and creating a sense of belonging for all. In this way we will better represent our learners and partners to greater understand and fulfil their needs.

Your experience is invaluable to us, and we are committed to fostering an inclusive and equitable recruitment environment for all candidates. We welcome any feedback on how we can enhance our approach to an inclusive process, please feel free to share your ideas with us