Qualification Learner Support

• Inbox Management & Triage: Oversee the central Outlook inbox, categorising and allocating emails efficiently while monitoring SLAs and reporting to the LSAM.
• Assignment Support: Promptly resolve learner queries regarding briefs, submissions, and deadlines, escalating complex issues to academic teams.
• Marking & Compliance: Handle marking feedback enquiries empathetically, coordinate re-marks and support with AI investigations communication with the relevant academic teams. Maintain audit logs.
• CIPD Membership Support: Manage CIPD membership status, guide learners through portals, and proactively engage inactive learners to improve membership rates.
• General Support: Provide exceptional first-line support, update FAQs and communication templates, and identify at-risk learners for early intervention.

Do you have experience in Microsoft Outlook?, * Excellent written and verbal communication skills, with the ability to explain complex information clearly and professionally.

• Strong organisational skills with the ability to manage a busy inbox and prioritise effectively.
• Experience in a customer service, learner support, or administrative role.
• Proficiency in Microsoft Outlook and wider Microsoft 365 applications.
• A proactive, solutions-focused approach to problem-solving.
• High attention to detail and accuracy when managing correspondence and records.
• Ability to work collaboratively across teams and departments.

Desirable

• Experience working within an education, training, or professional qualifications environment.
• Familiarity with learner management systems (LMS) or CRM platforms.
• Knowledge of awarding organisation or membership body processes.
• Experience in query handling related to assessment, marking, or academic administration.