Location: 12 - 14 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Role: Full time, Permanent

Company Overview:

Ciarb is a professional membership body for alternative dispute resolution practitioners. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

The Education Operations Administrator will be responsible for the administration of the full lifecycle of Ciarb’s membership courses and assessments. This role will utilise Ciarb’s Learning Management System (LMS) to ensure that courses run efficiently. The role will include sales and bookings, course set up on our LMS, assessment administration, booking of faculty and contractors who work with us as our subject matter experts and liaison with our Branches and Partners. They will ensure that all activities are effective, inclusive and aligned with Ciarb’s quality standards, providing a streamlined experience for candidates along their learner journey.

Key Responsibilities:

Pre Delivery

• Ensure all candidate, faculty and assessment data is handled in accordance with GDPR, Ciarb data protection policies and relevant regulatory requirements, maintaining confidentiality and secure record keeping at all times.

• Maintain accurate audit trails relating to candidate registrations, assessments, financial transactions, faculty engagement and contractual documentation.

• Support compliance with Ciarb quality assurance procedures and operational policies across all areas of course and assessment administration.

• Accurately update and maintain the CRM and LMS with course and assessment instances and facilitate registrations, payments and course and assessment access whilst demonstrating accountability in data management and use of systems.

• Manage payments, invoices, and receipts related to courses and assessments, ensuring accountability for all financial transactions and be the point of contact for any queries the finance team may have with regard to candidate financial transactions.

• Monitor course and assessment dashboards to ensure that we meet departmental targets and provide details of upcoming courses and assessments to assist the marketing team with advertising.

• Be impactful by providing an exceptional high-quality and timely customer service experience when handling customer queries to support member growth and satisfaction.

• Support Course Directors and internal stakeholders to approve candidate applications in line with relevant pre-requisites for flagship courses and accelerated programmes.

• Be accountable for processing contracts and raising purchase orders relating to services provided by faculty and keeping an audit trail of the same.

• Ensure that faculty and candidates are reminded of upcoming tutorials by way of calendar invites and that venues and facilities are arranged for in-person course delivery.

• Support departmental revenue and learner growth objectives through proactive learner engagement, efficient administration processes and timely follow-up on candidate enquiries and bookings.

• Assist with maximising learner progression and assessment uptake through effective communication and operational support.

In Course Support

• Support candidates and faculty with accessing and navigating the systems to enable a smooth delivery of courses and assessments.

• Due to the nature of global course delivery, occasional evening or weekend work may be required as technical support to support virtual or in-person delivery activity.

• Provide administrative and learner support throughout the delivery lifecycle of courses and assessments, including candidate communications, learner guidance, session support and progression activities to ensure a positive learner experience.

• Support inclusive learning practices by assisting with reasonable adjustments, accessibility requirements and learner support needs in accordance with Ciarb policies and procedures.

Post Course Delivery

• Be accountable for the collection of candidate feedback in line with response rate deadlines to enable analysis for reporting.

Assessments

• Provide ad hoc support for branches that run Introduction courses and ensure that their candidates have access to the introduction assessments via the learning platform.

• Support the implementation and administration of Ciarb’s quality assurance processes, ensuring assessment activities are delivered consistently and in line with internal quality standards and educational management processes.

• Escalate operational assessment or quality concerns promptly to the Head of Education Delivery and Quality Assurance Officer where risks to delivery, learner experience or compliance are identified.

• Lead the administration of standardisation, marking, moderation and assessment review processes where required.

• Be accountable for providing markers and moderators access to scripts as part of the centralised assessment process.

• Report to the Head of Education Delivery and Quality Assurance Officer to ensure that all results and adequate feedback is released on time in accordance with departmental quality assurance requirements.

• Be accountable for uploading results to the CRM, ensuring accurate data collection.

Experience:

Essential Experience

• Strong organisational skills and attention to detail.

• Experience of handling confidential information and maintaining accurate records with strong attention to compliance and data accuracy.

• Ability to work independently, prioritise competing demands and escalate issues appropriately.

• Experience of working in a fast-paced operational or administrative environment.

• IT literate and have relevant experience of working with MS Office, Customer Relation Management Systems, Learning Management Systems, Finance Systems and Virtual Learning Environments.

• Build and maintain effective working relationships with Branches, Partners, Course Directors, Faculty and internal teams to support consistent and high-quality delivery across Ciarb’s global education network.

• Excellent numerical skills and written and verbal communication skills in the English language.

Desirable Experience

• Experience of working in a membership organisation, educational body or training organisation

• Experience in a customer-facing or client-facing role

• Experience of working in a commercial environment

• Experience supporting online or hybrid learning delivery.

• Experience working with assessment administration processes.

• Experience working within a regulated, quality assured or ISO-aligned environment.

What's in it for you?

Contract: Full time, Permanent

Working Style: Hybrid – 2 days per week in the office

Salary: £33,500 – 35,600 per annum (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year