Online Classroom Course Coordinator 12 Month Fixed Term Contract

WSETs purpose is to empower people through inspiring learning experiences all over the world. We offer a comprehensive suite of globally recognised qualifications covering wines spirits and sake.

We are the worlds leading provider of qualifications in wines spirits and sake delivering over 140000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).

The successful applicant will contribute to a culture of integrity empowerment dynamism and inclusivity within WSET.

Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party.

NB If you currently work for one of WSETs APPs you may not be eligible to apply for this role subject to your future career plans and the nature of that role. If you work for an APP either in a selfemployed or employed capacity and would like to discuss your eligibility please contact the hiring manager.

The Online Classroom Coordinator role provides administrative support to the WSET Digital Education team.

The role ensures all Online Classroom bookings from APPs and all queries relating to the provision of digital education are administered quickly and helpfully in a timely a professional manner.

Job Responsibilities

• Address and resolve queries from APPs and students through the CRM Case Management System in a timely and efficient manner.
• Maintain standard reply times for all daily cases ensuring prompt and satisfactory responses.
• Allocate cases to the appropriate individual or team when unable to provide immediate answers closely monitoring response times to ensure compliance with the 5 working day SLA for APP cases and 2 working day SLA for Online Classroom/Tutor cases.
• Monitor and follow up on unresolved enquiries collaborating with relevant team members and WSET staff to achieve final resolutions.
• Ensure APPs supply student details in a suitable format and promptly upload these details to register students for online courses.
• Process APP applications and troubleshoot any access/approval issues to ensure a smooth onboarding process.
• Monitor student enrolments and work with the Online Classroom Manager to maintain the educatortostudent ratio within WSET guidelines for each course.
• Coordinate the creation and sending of booking confirmations to customers ensuring accurate and timely communication.
• Where applicable submit Americas Bookings Live form for APPs invoiced by the USA.
• Assist APPs and potential customers in selecting suitable digital services to meet their specific needs.
• Create live courses in the Online Classroom and be responsive to additional course demands aligned with business requirements.
• Create custom courses in the Online Classroom in alignment with requests from APPs/internal staff accommodating business needs.
• Provide exceptional customer service to all stakeholders addressing inquiries with professionalism and attentiveness.
• Collaborate with the digital education team in the daytoday management of digital education administration contributing to a wellorganized and efficient workflow.

• Provide prompt technical support to students and internal/external stakeholders via the CRM Case Management System.
• Offer administrative support for WSETs LMS/Online Classroom (hosted on Canvas) and CRM catering to the specific needs of the Digital Education team.
• Contribute to the development of operational procedures for frequently asked technical queries improving internal efficiency and effectiveness.
• Monitor feedback test submissions and video checks to ensure compliance with WSET standards.
• Troubleshoot Canvas/Global Campus access issues guaranteeing a smooth login experience.
• Support daytoday digital education administration tasks ensuring smooth workflow operations.
• Assist in updating relevant procedures and maintaining uptodate and accurate procedural folders.

Other

• Contributing to the Trust by undertaking other various tasks as required

Skills and Competencies

Essential

• Experience with entering records for customers ideally in a customer relationship management (CRM) system.
• Experience of customer service and evidence of high levels of skill in this area.
• Patient and attentive to customer needs taking care to ensure these have been fully understood.
• Effective communication skills including verbal and written English. Should be able to adapt communication style to suit different audiences.
• Problem solving skills.
• General IT skills Microsoft Office is used at WSET email PowerPoint excel and word processing in particular.
• Honest with the ability to declare and correct errors. High level of integrity to work with confidential information.
• Experience with administering users within a learning management system (LMS) ideally Canvas.

Desirable

• Experience using a customer service ticketing system.
• Knowledge of vocational education and training.
• Some knowledge of the wine spirits and/or sake industry.
• Experience with creating and managing purchase orders and invoices in a finance management system.

Definitions:

Fully remote Can be performed entirely remotely from any location.

Hybrid remote Performed as a mixture of inoffice and remotework.

Temporarily remote Performed in a single location such as an office or at a job site but which is temporarily remote during special circumstances).

UK Benefits

Annual Leave 27 days pa public holidays increases with service; ability to buy/sell 5 days

Pension (options availableafter three months):

5% Employee (EE) 3% Employer (ER) contributions.

Option 1: 3% EE 5% ER

Option 2: 5% EE 8% ER

Option 3: 7.5% EE 12.5% ER

Option 4: 9% EE 15% ER

Health insurance (after three months):

Vitality scheme post probation Access to virtual GP appointments Rewards include Caffe Nero drinks Cinema Tickets Apple Watch Cash Back on Waitrose shopping Amazon Prime membership 75% off at Champneys 6 month subscription with HeadSpace Discounted Weight Watchers membership and gyms Smoking Cessation day worth 300 and half price health screens

Eye voucher scheme

Food and drink in the office

Nespresso coffee makers and a range of other drinks fruit cereals soups

Season ticket & gym membership loan scheme

Group income protection scheme

EAP

24/7 confidential help and support from trained counsellors and advisors

Death in service

4x annual salary paid to nominees with associated bereavement support for family

Enhanced family friendly leave and pay

Celebration vouchers

Cycle2Work scheme

Discretionary bonus

Development WSETs inhouse training and qualifications in Wines Spirits Sake and Beer as well as other professional development opportunities

USA benefits

US benefit options will be discussed during further stages of communication.

US Applicants Only:

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL
While performing the duties of this job the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger handle or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop; kneel crouch and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision distance vision depth perception peripheral vision and ability to adjust and focus.

DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities duties skills efforts requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed as assigned at any time.