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Learning Co-ordinator

Date: Jul 29, 2019

Location: Leeds, United Kingdom

Company: KPMG UK

KPMG delivers innovative, bespoke and high quality learning to a number of high profile public and private sector clients. The service centre provides a multifunctional contact centre and end to end events management underpinned by quality administration and excellent customer service to support learners and suppliers.

The Co-ordinator will be responsible for managing all aspects of end to end event delivery across a range of scheduled training events. This will include a variety of administrative functions across the event journey from approving bookings through to billing and event evaluation as outlined below. The role holder will need good communication and stakeholder management skills and will be expected to maintain a high level of accuracy with excellent attention to detail.

The role requires excellent organisation and ability to prioritise effectively to deliver in line with customer expectations and Service Level Agreements (SLAs). High standard of communication skills both verbal and written are a must which include being able to liaise with external clients, suppliers, colleagues and with staff at all levels of the firm, ensuring diplomacy is employed at all times. Excellent attention to detail is required alongside good IT skills for data input and information management across a number of systems.

The individual should be a self-starter, someone who can work with minimal supervision, manage own workload, work effectively as part of a team, problem solve and provide support to colleagues and management as and when required which may include allocation of work, reporting and training/ presentation. A robust character, able to remain calm under pressure, confident and self-motivated initiating action to improve service to the business.

The role holder may be required to work extended hours during the delivery of a residential event as appropriate (generally between the hours of 8am to 6pm but occasionally up to 8pm), some travel may be required and/or overnight stays.

2 roles available with successful candidates being held on a waiting list for 6 months

Roles and responsibilities

• Coordination and ownership of all aspects of scheduled training events
• Planning, preparation and support for face to face workshop/residential events
• Appropriate handling of participants and suppliers queries and complaints by phone, email or face to face, in line with the agreed SLAs and Quality framework
• Effective customer service and relationship management across a range of stakeholders
• Operational administrative duties to include:
o Booking and confirmation of events in line with occupancy requirements
o Sourcing and confirmation of suppliers, facilitators and venues
o Provision of print and materials
o Communication with learners, suppliers and venues throughout all processes
o Post event evaluations, billing and invoicing
o Uploading of learners to multiple online programmes/platforms and managing access permissions
• Ability to follow standard processes and identify and report any potential issues, understanding when to escalate
• Maintain personal compliance of Operational and Regulatory risk, including GDPR and information security
• Ensure all requirements are adhered to through compliance with all appropriate policies and procedures

Skills and Experience

• Effective communication, ability to articulate in both written and verbal communication to a variety of stakeholders, including participants, guest speakers, suppliers, senior managers, Directors and Partners
• Strong attention to detail and investigative nature to ensure all elements of delivery are taken care of and all data collected is accurate
• Proven track record of delivering excellent customer service and going the extra mile
• Ability to think on your feet with excellent innovation and problem solving skills
• Analytical approach to work, good innovation and continuous improvement
• Ability to work on own initiative, prioritise own work, deliver to deadlines and thrive under pressure
• Self-Motivated
• Adaptable and flexible
• Takes ownership of issues and sees them through to resolution
• Good IT skills and working knowledge of MS office - Excel, Word and Outlook
• IT literate, proven experience of working with multiple systems

Desirable

• Experience of working in an operational / contact centre environment
• Experience of effective relationship management
• Experience in a financial environment
• Has worked successfully in a target driven environment

Competencies

• Teamwork
• Work planning and organisation
• Integrity
• Accountability
• Driving results
• Resilience
• Interpersonal effectiveness
• Decision making
• Customer focussed
• Creative thinking and continuous improvement
• Quality approach


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