Customer Service Tutor-Education Leadership

Home Based | Other

Post: Customer Service Skill Tutor

Service Area: ESE Skill contracts 

Permanent

Location: Homebased Hybrid role with regular around Birmingham, Dudley, Walsall and Sandwell area 

Salary: £27 -33k  

 

Serco has a great opportunity within Employment Skills and Enterprise (ESE) for a Customer Services Tutor to join our ever expanding adult education skills team. Customer Services Tutors (Adult Education) will be responsible for delivery of an NVQ certificate in Customer Services training and ideally a Level 2 Diploma in Business Administration as part of Serco's Adult Education Budget (AEB) provision within the West Midlands Combined Authority (WMCA).

 

The aim is to deliver effective and competitive training that increases learners' abilities to gain employment. Training should be high quality, as judged by Ofsted and WMCA.

 

Delivery will be primarily in cohorts of learners delivered both in-person and remotely online so travel within the West Midlands area will be necessary.   

Collaboration between all delivery colleagues, as well as the Programme Manager and Programme Administrator, will be key. As well as the delivery of sessions, tutors will be involved in the creation, development and review of our courses. It is expected that successful applicants will bring with them extensive experience of all stages of the training delivery cycle. 

 

Role is dependent on contract award.

 

 

 

Key accountabilities

  • Develop high-quality NVQ level 2 customer service materials that fully cover all assessment criteria of the external awarding board (NCFE)
  • Contribute to the development of high-quality business administration materials that fully cover all assessment criteria of the external awarding body (NCFE)
  • Deliver NVQ level 2 customer services training and, ideally the level 2 diploma in business administration to cohorts of learners via online learning platforms and other remote systems, and lead face-to-face sessions, either in groups or one-to-one as required
  • Complete formative assessments of learner evidence throughout the programme to ensure appropriate progress of learner towards gaining accreditation
  • Undertake summative assessments of learner evidence throughout the programme to ensure that all required assessment criteria are met in order to receive accreditation
  • Adhere to awarding body guidance and regulations
  • Engage in standardisation processes, comply with IQA sampling requirements and help prepare for EQA visits
  • Work with Skills Coaches to prepare a personal development plan for each learner to ensure they complete in a timely manner
  • Ensure delivery of the training will allow learners to successfully complete within the given timescales
  • Work with Skills Coaches to provide appropriate Careers Education, Information, Advice and Guidance (CEIAG) to all learners on our programmes
  • Work closely with colleagues (other tutors, Programme Managers, etc) to ensure our digital skills portfolio is effectively delivered
  • Understand opportunities available for further training in customer services and business administration (both free and funded) in order to share this with learners
  • Assist in the marketing of all programmes

 

Essential

  • Assessor or teaching qualification at level 3 or above (or be willing to complete the qualification during the probation period
  • Experience in delivering or assessing customer skills training at Level 2
  • Excellent knowledge and understanding of online and face to face teaching techniques
  • Ability to motivate learners throughout their programme of study
  • Strong communication skills
  • Effective research skills
  • Excellent planning and organisational skills
  • DBS and BPSS certification required before delivering to learners - this can be completed during induction

 

Why Serco

Meaningful and vital work: Working within Employment, Skills & Enterprise at Serco means that you'll play a critical role in ensuring that customers continue to receive the support that they need to get into employment.
 

A world of opportunity: It takes a diverse team to support our Citizen Services contracts and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.

 

Great people: You will find yourself interacting with staff, customers and of course your supportive team. You will be a significant part of the Employment, Skills and Enterprise contract and will be making a huge positive difference to our customer's lives.
 

What we offer

  • Up to 6% contributory pension scheme.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • The chance to make a positive difference to the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Reference
283335-en_GB
Contract Type
Expiry Date
11/02/2023 02:59:00
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