Systems Support Officer
SFJ Awards is a regulated awarding organisation in England, Wales, Northern Ireland, and Scotland. SFJ Awards is
also an Apprenticeship End-Point Assessment Organisation approved by the Education and Skills Funding Agency
to deliver End-Point Assessments to apprentices on a growing number of apprenticeship standards.
Reporting to the Awarding Organisation (AO) Systems Manager, the Systems Support Officer will play an important
role within the Centre Administration Services department. This is a busy and varied role, interacting with our
customers and working to tight deadlines to support the day to day operation of SFJ Awards and the ongoing
maintenance and development of the online systems by which we manage and report on centre and
This role requires someone who is a self-starter with well-developed administrative, communication and customer
service skills along with IT expertise, particularly in the use of data systems, and an appetite to learn and develop
system administrator level expertise.
- Reporting to the AO Systems Manager, the post holder’s key responsibilities will include:
Undertaking routine maintenance and processing operations using the AO data management systems
- Supporting the AO Systems Manager to introduce developments that enhance customers’ and colleagues’
experience of using the AO systems
- Generating routine and ad hoc reports
- Providing advice and support to contacts and colleagues in their use of the AO systems
Specifically, the post holder is responsible for:
- Entering and updating data within the AO systems, including in respect of centres, centre personnel,
learners/apprentices, AO staff and associates, qualifications and assessments.
- Setting up new users with the appropriate log in details, ensuring that appropriate access controls are in place.
- Building and maintaining effective relationships with existing and potential customers, acting as first point of
contact and proactively dealing with enquiries.
- Advising and assisting customers, colleagues and associates in the use of SFJ Awards online learner and
operations management systems and responding to queries and issues that may arise.
- Educated to at least RQF level 3 in business administration, business information systems or a related subject or with equivalent workplace experience.
- Understanding of the principles of good customer service
- General awareness of the UK vocational education, training and qualification market, including apprenticeship programmes
- Knowledge and understanding of the principles of maintaining data quality and GDPR compliance
- Experience of working with and manipulating data in databases and of adhering to data quality and security requirements
- Experience of providing customer support services in a busy and complex environment
- Experience of analysing data and generating ad hoc and routine reports, ideally including dashboard style reporting such as via PowerBI or similar
- Experience of working in a busy team with varied and at times conflicting demands on workload
- Strong interpersonal skills to build and develop positive relationships with stakeholders both internally and externally
- Able to work on own initiative and as part of a team, delivering to time, cost and quality requirements
- Strong customer service skills with proven experience of dealing with and solving queries and issues experienced by external contacts and of delivering an excellent customer experience
- Strong initiative and organisational skills, with the ability to deliver a diverse and demanding work programme to time, cost and quality
- Technically proficient IT skills
- Generous annual leave entitlement of 25 days per year with additional days’ leave awarded for each continuous year of service up to a maximum of 28 days, plus eight public holidays and a potential Christmas closure. The WDT also provides enhanced maternity, paternity and sickness leaves
Health and wellbeing benefits, which include access to a confidential employee assistance programme, free eye tests and payment for an annual flu jab
Pension scheme with a minimum contribution of 4% to a maximum contribution of 6%, matched by the company, along with death in service coverage at three times annual salary
Flexible employee benefits, including a portal providing hundreds of discounts, including a cycle to work scheme which is available upon successful completion of probation period, as well as a dress for your day approach to working
Frequent organisational development days and departmental training budgets
Please include your CV when applying.
To apply for this job email your details to Chelsea.Harding@wdtrust.org.uk