Description:
The Learner Solutions Advisor (LSA) will be responsible for delivering a Gold Standard service to support our learners onto a training programme through their onboarding process.
You will work closely with Cambridge Spark’s Commercial Directors, the wider Training Solutions, Account Management, Contracts and Operations Teams.
Longer term, you may wish to progress into a direct sales role or join the customer success team.
Key responsibilities:
- Support high number of applicants each cohort, to successfully complete their onboarding process.
- Call learners who have submitted an IRF to ensure fit to programme, confirm suitability/eligibility and explain the onboarding steps.
- Conduct “keep warm” activities to ensure learners are excited to be undertaking training with Cambridge Spark, maintain engagement throughout the onboarding process to minimise non-starters.
- Be the first point of contact for queries from learners in the run up to their kick off session.
- Collaborate with internal and external stakeholders.
- Support the Onboarding and Contracts teams to monitor progress of each applicant pre and post their “kick off” workshop, by being the point of escalation to chase outstanding compliance documents and signatures in Aptem.
- Respond to queries from learners and line managers around the compliance process and providing appropriate advice and guidance.
- Ensure each learner has their schedule of workshops and invite to the initial kick off session.
- Update HubSpot after each activity with clear messaging, actions and outcome.
- Make service calls to learners in their first 3 months on programme to help reduce withdrawals.
Candidate Specification:
- Experience in apprenticeships/higher education admissions and exposure to the ESFA funding rules.
- Experience in working to strict deadlines to deliver great customer service to individual learners.
- Highly collaborative with excellent communications skills.
- Energetic and proactive self-starter.
- A team player with both a can-do attitude alongside great attention to detail, good time management and strong coordination skills.
- Curious - eager to learn and open to continuous feedback.
- Comfortable working in a fast-paced, changeable, virtual-first tech environment.
- Has a genuine interest in data, digital and education.
- Experience with HubSpot and/or a similar CRM is advantageous.