t2 group
Central Support Coordinator
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Central Support Coordinator
Reporting to:
Head of Marketing
Location:
Remote (with occasional travel to company meetings and events)
Salary:
£28,000–£32,000 + Benefits
Purpose of the Role
The Central Support Coordinator is the first point of contact for learners, employers, and prospective customers, acting as the front door to T2.
The role exists to provide a professional, responsive, and consistent support service, ensuring every enquiry is handled efficiently, accurately, and with excellent customer service.
Working across Marketing, Operations, Sales, Quality, and Compliance, the role will coordinate inbound enquiries, resolve first-line issues wherever possible, ensure communications are tracked appropriately, and identify opportunities to improve the learner and employer journey.
Alongside the day-to-day operational support, the role will analyse enquiry trends, identify recurring themes, and recommend improvements that reduce unnecessary administration, improve response times, and help colleagues spend more time supporting learners.
Key Responsibilities
Learner & Employer Support
- Act as the first point of contact for all inbound learner, employer, and general enquiries via telephone, email, and digital communication channels.
- Deliver a professional, friendly, and responsive service, ensuring every interaction positively reflects the T2 brand.
- Resolve first-line enquiries wherever possible, escalating more complex queries appropriately.
- Maintain ownership of enquiries through to resolution, ensuring nothing is lost or overlooked.
- Maintain accurate records of all interactions within business systems.
Business Coordination
- Coordinate enquiries across Operations, Sales, Quality, and Compliance.
- Monitor shared inboxes and communication channels.
- Ensure enquiries are directed quickly to the appropriate teams.
- Support learner onboarding and general business administration.
- Assist with operational coordination activities as required.
- Become a trusted central point of contact across the organisation.
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Digital Support & Aptem
- Support colleagues, learners, and employers with first-line queries relating to Aptem and future digital platforms.
- Assist with user access, navigation, and basic troubleshooting.
- Promote self-service wherever appropriate.
- Support the ongoing adoption of digital systems and improved ways of working.
- Work closely with internal teams to improve the overall digital experience.
Continuous Improvement
- Analyse inbound enquiries to identify recurring themes and operational friction points.
- Recommend improvements that reduce avoidable demand.
- Identify opportunities to simplify learner and employer journeys.
- Work alongside Marketing to improve FAQs, website content, and customer communications.
- Support automation initiatives that reduce administration across the business.
- Contribute ideas that improve operational efficiency and customer satisfaction.
Insight & Reporting
- Produce regular reporting covering:
- Inbound call volumes
- Call abandonment rates
- First Contact Resolution
- Email response performance
- Common enquiry themes
- Learner and employer feedback
- Complaint trends
- Operational improvement opportunities
- Provide regular insight to Marketing and Operational leaders to support informed decision making and continuous improvement.
Success Measures
The successful candidate will be measured against:
- Achievement of inbound call and email service levels.
- Reduction in abandoned calls.
- Improved First Contact Resolution.
- Positive learner and employer feedback.
- Reduction in repeat enquiries.
- Identification and implementation of process improvements.
- Accurate reporting and meaningful operational insight.
- Successful support of Aptem implementation and adoption.
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Experience
Essential
- Previous experience in a customer service, business support, or coordination role.
- Excellent verbal and written communication skills.
- Strong organisational and administrative capability.
- Comfortable managing multiple priorities.
- Confident using Microsoft Office and business systems.
- Strong attention to detail.
Desirable
- Experience within Apprenticeships, Further Education, or Skills.
- Experience using learner management or CRM systems.
- Experience working with cloud-based telephony systems.
- Experience producing management information and reports.
Behaviours
We're looking for someone who:
- Is naturally curious and enjoys solving problems.
- Takes ownership and follows issues through to completion.
- Enjoys helping people and building relationships.
- Is organised, calm, and resilient under pressure.
- Thinks proactively and continuously looks for better ways of working.
- Communicates confidently with colleagues, learners, and employers.
- Is comfortable working across multiple teams.
- Takes pride in delivering excellent customer service.
Why This Role Matters
This role is about much more than answering phones or responding to emails.
It exists to improve the way T2 communicates with learners and employers, reduce unnecessary administration across the organisation, and create more time for colleagues to focus on what they do best—supporting learners to achieve.
Every enquiry is an opportunity to improve the experience we provide, and every recurring theme is an opportunity to improve the way we operate.
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