Centre Engagement Officer

Here at the Leadership Skills Foundation we aim to provide the best support for all centres looking to start their journey with us through delivering our recognised leadership qualifications, awards and programmes. Over the past 40+ years we have supported millions of young people to develop essential leadership skills through achieving our courses.
Over 2,500 organisations (centres) across the education and community sectors are already on their leadership journey with us. With an aim of reaching over 200,000 young people per year through our leadership offer by 2028, this role will be integral to ensuring a centre’s first step on the Leadership Skills Foundation ladder is an effortless one.
Having recently settled into our new identity and expanding the portfolio of programmes we have on offer, this role will work closely with our Market Development Manager and Business Development team to ensure that our new delivery centres are sufficiently supported to forge a sustainable leadership pathway.
We’re looking for someone to on-board new centres and to establish a consistent relationship management process to support all staff at new delivery centres. Organisation and efficiency, along with a clear communication style and an ability to effectively manage data are essential skills for this role. However as a newly developed position, this will allow for the successful candidate to be creative with their ideas to enable the successful relationship management of new centres.
Role purpose:
To support and ‘on-board’ new (Category 3) centres signing up to Leadership Skills Foundation programmes
Establish consistent and robust engagement and relationship management practices with (Category 3) Centre Managers.
Support Category 3 (including ‘Trailblazer’ and ‘Pioneer’) centres to begin their course delivery and prepare them to become established and retained (Category 2) centres.
Main duties and responsibilities
1. Deliver on agreed relationship management and ‘on-boarding’ strategies with new (Category 3) centres to establish them as delivery centres.
2. Ensure all registration, training, policy and course delivery compliance is in place with new centres.
3. Prepare centres to encourage a retained, continuous and prolonged commitment to the delivery of our programmes (Category 2 status).
4. Support Business Development and Market Development strategies to meet agreed objectives and budgets.
5. Support centres and prospect contact enquiries through phone, email and website (including website live chat function) communication channels.
6. Utilise insight and reporting systems e.g. Centre Hub, Business Central and Power BI to provide analysis and updates in relation to registrations of programmes and delivery.
7. Ensure sales planning, pipeline and forecasting exercises are completed on a regular basis, including annual budgeting to maximise learner and programme registration opportunities.
8. Support the Head of Business Development, Business Development Managers and Market Development Manager to identify stakeholder engagement priorities.
9. Resolve programme/service issues, troubleshoot challenges and support centres that are having difficulty accessing resources, registering their course(s) and/or learners.
10. Provide excellent customer service support across the centre journey and in line with the Customer Experience Strategy.
11. To carry out any other duties as requested to support the work of the Leadership Skills Foundation commensurate with the grade and level of responsibility of the post, for which the post holder has the necessary experience and
Skills, experience and knowledge
Required/essential:
* Experience in a customer facing role with an emphasis on customer services
* Experience of working on own initiative and being a self-starter
* An understanding of the principles and importance of data capture to support decision making
* Strong interpersonal and communication skills, as well as confidence to express your ideas
* Creative thinking and solutions focused when addressing challenges
* Ability to present information concisely using Microsoft Office programmes
* Experience of using databases and managing data
* Ability to prioritise own workload
* Able to multi-task, work calmly under pressure and meet deadlines
* A passion for helping every young person to realise their potential through leadership skill development and volunteering
Desired:
* Experience of working in a remote or home working environment
* Analytical thinking and evaluation skills
* Knowledge of Leadership Skills Foundation qualifications and awards
Recruitment timetable
Closing date for applications: 17 June 2024
Notify candidates for shortlisting: 21 June 2024
Interviews to be held: 26 , 27 and 28 June 2024
Start date: ASAP
To Apply
We look forward to your application for the role. To apply, please provide an up-to-date CV and a covering letter explaining how your skills and experience help meet the above mentioned role summary.
Applications no later than 5pm on Monday 17 June 2024