Operations Associate
- Wrexham
- £20,449-25,989 per year
- Contract
- Full-time
- Answer inbound calls from partners in learning settings
- Offer first line support for technical or clerical issues that are preventing learning
- Respond to email cases in the CRM, Dynamics 365
- Own the process of allocating cases as they come into Dynamics 365
- Liaise with internal teams to ensure SLAs are consistently met
- Ensure every case is responded to and properly processed in Dynamics 365
- Respond to all late notifications to ensure every lesson is delivered smoothly
- Ensure that all curriculum learning resources are uploaded into the platform ready for teaching
- Complete change requests from partners
- Produce weekly data snapshot of inbound cases and calls
- Produce weekly KPI tables to report on booking
- Contribute to departmental objectives by supporting the operations team across the different phases of booking and scheduling lessons
- Monitor teaching group sizes and report when groups need to be created to add capacity
- Assist with assigning teachers to lessons and setting up lessons in our bespoke platform
- Support the dynamic operations team through their busiest time of the year with a positive, can-do attitude
- Bring an eagerness to learn and engage with partners and people
- Act as a team player, working collaboratively in a supportive, passionate team dedicated to improving the lives of children and young people through education
- A positive, resilient, can-do attitude - you are eager to help however you can
- Outstanding organisational skills with a meticulous eye for detail
- Friendly and helpful demeanour, conveyed over the phone or through email
- Capable of adapting quickly to new systems and interfaces
- Prioritise and manage time appropriately, able to work under pressure and to deadlines
- Comfort with manipulating and analysing simple data sets
- Excellent ICT skills, especially proficient in Office365
- Experience of using Teams as a communication and collaboration tool (or a willingness to learn quickly!)
- Respect and promote the company's ethos and values
- Passionate and demonstrably committed to improving the lives of young people
- Experience of administration, gained through professional or volunteer/community experience
- Familiarity with MS Dynamics 365
- Experience of working in an education setting
- Proficiency in speaking, reading, and writing Welsh