Summary

The Administrator role is key to ensuring smooth running of day-to-day operations, providing high-quality, professional administration and clerical services to the Associate Training team. Under the guidance of the Associate Training Team Leader, the Administrator will contribute to a positive experience for all learners and presenters through the updating of training materials, the scheduling of event bookings and timely delegate management; as well as providing a first-in-class customer service, whilst fostering a culture of continuous improvement and colleague engagement.

Responsibilities

• Provide strong administrative support to the Associate Training team in the delivery of engaging live online training events; ensuring the smooth running of operations for both learners and presenters.
• Ensure quality control of training templates, shared documentation, digital filing structures, trackers, databases and shared mailboxes.
• Facilitate the collation and updating of training materials, in line with AQA’s house style and format; maintaining version control and paying close attention to detail.
• Input into proposed schedules, programmes of work, progress reports and review of the cycle of activities within the team.
• Liaise with external suppliers to schedule, book and manage all live online training events.
• Maintain accurate training records, call logs and email correspondence through the appropriate customer relationship and management information retrieval systems.
• Input into the planning and recruitment of the appropriate seasonal resources to guarantee adequate coverage of key administrative tasks and processes.
• Assist with the onboarding and induction of new starters, including any training that will enhance their skills, knowledge and experience.
• Lead on the management of delegate bookings; overseeing the registration, dissemination of information, attendance tracking and completion.
• Act as the primary point of contact for associates engaged in training activities; handling telephone calls and responding to emails, resolving problems and redirecting queries where required.
• Contribute to an office rota, ensuring adequate coverage of telephones and shared mailboxes; balancing staffing needs with customer demand, particularly during peak periods.
• Provide event and in-meeting support, including set-up, monitoring and technical troubleshooting to guarantee a smooth experience for both learners and presenters.
• Participate in team meetings and briefings to communicate progress, updates, risks and issues.
• Support the Associate Training Managers in the logging and timely updating of financial information during the scheduling and completion of all live online training events.
• Build and maintain respectful, collaborative relationships with own team members, other internal colleagues, senior stakeholders, external suppliers, and associates, to deliver a best-in-class service that’s inclusive of all learners.
• Reinforce a culture of continuous improvement, encouraging input from all colleagues; recognising diverse perspectives as key to innovation and efficiency.
• Foster a positive working environment, encouraging continuous professional development amongst colleagues.
• Contribute to the implementation of new processes and procedures in response to market and regulatory changes, such as specification reform and technological change, ensuring an accessible and user-centered design and delivery.
• Ensure compliance with AQA policies and relevant legislation, including HSE, GDPR, Equal Opportunities, and ISMS, fostering a safe and inclusive working environment.
• Plan, prioritise and carry out all tasks methodically; keeping accurate and up-to-date records and files, as necessary.
• Possess exceptional organisational and time management skills.
• Demonstrate strong digital literacy skills; using a range of digital tools and technologies to enhance productivity and efficiency.
• Be flexible, reliable and contribute to a fair and inclusive work schedule.
• Be self-motivated and organised; ensuring timely and efficient task completion.
• Ensure accurate data entry and strong attention to detail is applied to all aspects of work.
• Possess a strong telephone manner and a proactive approach to problem-solving.
• Deliver a high level of customer service in response to all requests or queries from internal colleagues, external suppliers and associates; communicating clearly and respectfully, both written and verbally.
• Be proficient in using customer relationship and management information retrieval systems to log, manage and maintain associate training and communication records.
• Work well under pressure and to tight deadlines whilst being dependable and supportive of others.
• Support wider business initiatives as directed by the Head of Knowledge Management.
• Embrace and embed change positively, encouraging creativity, experimentation, and fresh thinking.
• Apply continuous improvement principles to enhance plans, processes and outcomes.
• Approach all duties with professionalism and preparation, ensuring team members and associates have a consistently positive experience of AQA.
• Demonstrate AQA’s values and leadership behaviours.
• Be committed to diversity and inclusion in all aspects of work.
• Adhere to the Associates Training Team charter and contribute to a positive team culture.
• Share knowledge openly, celebrate collective success.
• Listen actively, value diverse perspectives, communicate politely, give constructive feedback rather than criticism.
• Deliver on commitments, own mistakes, be proactive in solving problems, follow through on agreed actions.
• Be reliable, support teammates when under pressure.
• Seek feedback, reflect on performance, embrace change, share new ideas or better ways of working.
• Experiment with new approaches, encourage creativity, allow space for trial and error, reward fresh thinking.
• Ensure all voices are heard, adapt communication styles to suit others, challenge exclusionary behaviour, welcome differences.
• Be honest and transparent, act ethically, align actions with words, do the right thing even when it’s hard.
• Understand needs, go the extra mile, communicate clearly and promptly, prioritise quality and usefulness of outputs.