Job Category: Administration and Office Support
At Skills Group, we believe in empowering individuals to reach their full potential. Our whakatauki (proverb) captures our philosophy: "The bird who eats the miro berry, the forest is their domain. The bird who consumes knowledge, the (whole) world is their domain." We are on a mission to maximise human potential and create a better world. We are seeking passionate individuals who share our vision and are ready to make a meaningful impact.
Job Description The opportunity: Are you passionate about making a difference in the lives of apprentices? At Skills, we believe in maximising human potential, and as a Learner Services Support, you'll play a vital role in ensuring our apprentices are supported throughout their journey in the electrical, plumbing, or PGDR (Plumbing, Gasfitting, Drainlaying, and Roofing) trades.
Your key responsibilities: Administration Support Provide support for inbound learner calls when Training Advisors are unavailable or when additional support is required by our Contact Centre Specialists. Conduct follow-up calls to apprentices after orientation, ensuring they have access to all necessary resources to succeed in their training journey. Monitor and track on-job assessments, prompting learners to complete outstanding assessments and escalating issues as needed. Coordinate with assessors to ensure timely assessment of on-job submissions and communicate progress or issues to apprentices and Training Advisors. Collaborate with finance and learning teams to ensure all qualifications, licenses, and fees are resolved before completion. Manage follow-up tasks, such as PPE ordering and tracking on-job submissions, as set by Training Advisors. Maintain accurate records of learner progress, ensuring data integrity across various systems. Reporting Prepare regular reports to monitor apprentice progress, identifying those needing additional pastoral and academic support. Work closely with field staff, finance, and learning teams to compile progress reports ahead of appraisals and block courses. Highlight apprentices at risk of not completing within the expected timeframe and escalate concerns to the appropriate teams. Provide comprehensive progress reports, including attendance and assessment checks. Stakeholder Management Build and maintain strong relationships with Training Advisors, Regional Admin, and other internal teams. Ensure clear and timely communication regarding updates, changes, and apprentice progress. Desired Skills and Experience Your skills & qualifications: Familiarity with the New Zealand apprenticeship framework, particularly in electrical or PGDR trades, is advantageous. Experience in customer service or a help desk role, with a proven ability to handle diverse queries and issues. Strong interpersonal and communication skills, both verbal and written. Effective query resolution and escalation management. Proficiency in using Student Administration Management Systems (SAMS) or similar platforms. Empathy and approachability, with a genuine interest in supporting apprentices. A proactive, solution-oriented mindset. Strong attention to detail and accuracy. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). At Skills Group, we are more than a team, we are a whanau. Our culture is built on our vital signs of Joy, Manaakitanga, Collaboration, and Bold. We believe in creating an environment where everyone feels valued and empowered. We encourage curiosity, innovation, and continuous learning. We celebrate our successes together and support each other in challenges. We are in search of someone who not only embodies these vital signs but also has a commercial mindset and a natural curiosity to enhance Skills Group's business offering. If you thrive in a collaborative, enjoyable, yet dynamic environment, you could be the perfect fit for our team.
Are you ready to be part of a culture that values knowledge and growth? Keen to contribute to the growth and success of Skills Group? Don't just watch from the sidelines - it's time to get in the game. Take the first step towards shaping a brighter future with us. Apply now!
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