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Apprentice Examinations Customer Service Administrator Kirklees College

This is an exciting opportunity to work for Kirklees College undertaking varied duties. The post holder will be a member of the MIS and Exams Department and could be expected to work across all curriculum areas and centres as required.

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Closing date: 03 Nov 2021

Apprenticeship summary

  • Weekly wage

    £170.94 - £329.67

  • Working week

    Monday - Thursday, 08:30 - 17:00 and Friday, 08:30 - 16:30. There will be a requirement to work evenings and weekends for enrolment and other events at any of our other sites.

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    15 Nov 2021

  • Date posted

    12 Jul 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

Reports to: Examinations Co-Ordinator.

Functional links with:


  • Admissions Team
  • Corporate and Operational MI
  • Curriculum Support    
  • Curriculum Teams
  • Directors and Managers
  • Funding Returns Team
  • Finance Team
  • HR Team
  • Internal Audit Team
  • Quality Team
  • Students


  • Awarding Bodies
  • Employers/Schools
  • External Consultants
  • Local Authorities
  • Members of the public


Overall purpose of the post:

To undertake administrative and operational duties in the Examinations Office supporting Exam Management ensuring that the College provides an effective and outstanding internal and external examinations service.

To work with colleagues within the team and operate flexibly with tasks as required.

Duties and responsibilities:

In the first instance, your duties and responsibilities are listed below including the critical success factors relating to the post.   As the needs of the College change, you will be expected to take on or drop responsibilities as directed by the Head of MIS and Exams.

Critical Success Factors:

  • To be flexible in their approach to work
  • To communicate with people at all levels
  • To respond positively to the needs of the service.

Role specific responsibilities will include:

  • Assist with the update of Exams database and liaising with Awarding Bodies.
  • Assist with the preparation and submission of exam entries to Awarding Bodies
  • Create, update and issue exam entry/registration forms to both students and lecturers
  • Assist with arranging all elements of end point assessments for apprentices
  • Check and maintain accuracy of student data of College Management Information Systems
  • Input of student data, including the recording of student exam results
  • Assist with the receipt, collation and distribution of results and certificates
  • Dispatch completed scripts to Awarding Bodies as per their regulations
  • Assist in the circulation of communications from Awarding Bodies
  • Assist in the maintenance of effective and secure systems of storage and retrieval for Awarding Body materials and question papers
  • Assist and administer all exam practices for both on-line/onscreen and paper-based exams
  • Check the accuracy of exam fees and monitor exam invoices
  • Deal with exam enquiries received by telephone and reception for internal/external customers and supplies
  • Assist with the production and maintenance of Exams Office and Curriculum procedures
  • Invigilation duties
  • To provide support to other members of the Directorate
  • Support both the main annual enrolment process and continuing enrolment throughout the year
  • Any other duties commensurate with the level of the post that may be required from time to time

General duties and responsibilities:

The post holder is required to:

Perform his/her duties in accordance with the College’s Equal Opportunities Policy.

Ensure the health and safety of all staff and resources within his/her area(s) of responsibility, i.e. delegated responsibility in relation to the nature of the post holder’s duties and personal responsibilities as per Sections 7 and 8 of the Health and Safety at Work Act 1974.

Participate in the College’s Performance Management Review Scheme.

Undertake Continuous Professional Development (CPD) relevant to his/her post.

Demonstrate commitment to the College’s whole organisational approach to improving standards of literacy, numeracy, and language in line with the national Skills for Life Strategy and the College’s in-house Skill Up programme.

Perform any other duties as may be reasonably required from time to time by the Principal and Chief Executive, through the Head of MIS and Exams.

Requirements and prospects

Desired skills

  • Somebody who has good verbal communication skills, who has a polite, clear, and professional telephone manner
  • Must have a good level of literacy skills
  • Good numeracy skills
  • Knowledge of using email and the internet
  • Knowledge with using Microsoft Office packages
  • Good keyboard skills with a high level of speed and accuracy
  • Good written and verbal communication and interpersonal skills
  • Experience of data input and reporting

Personal qualities

As a member of the College MIS and Exams Department the post holder will work in an environment of constant change and pressure where an amount of personal decision-making and judgement is required.

The post holder must have the ability to work with a wide range of people of all ages from very different backgrounds with very different needs and to respond accordingly to support those needs.

The duties and responsibilities attached to this role demand a flexible approach to work, which will include evenings and occasional Saturdays.

  • The post holder will be required to adhere to a dress code as directed by the Head of MI and Exams
  • Required to work to deadlines, with good time management
  • An enthusiastic individual
  • Flexible approach to work and working hours, willing to go the extra mile to get the job done
  • Must be punctual as well as having a good attendance record
  • Ability to work on own initiative, when required
  • Ability to work effectively as both part of a team and as an individual
  • Respond positively to the demands of a varied workload
  • Friendly and approachable
  • Commitment to undertake continued training and development
  • Ability to meet deadlines and work under pressure
  • Willingness to develop in the job and to undertake new challenges
  • Commitment to equality and diversity initiatives
  • Commitment to safeguarding and promoting the welfare of children, young people, and vulnerable adults
  • Commitment to the Colleges core values and behaviours of Respect, Challenge, Diversity, Celebrate and Innovate
  • Commitment to a whole organisational approach to Skills for Life
  • The successful candidate will be organised
  • Willing to work effectively in the team

Desired qualifications

GCSEs at grades C/4 or above (or equivalent) in maths and English.

An ICT qualification (or equivalent) is desirable.

Future prospects

There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification.

There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications

If a candidate has already achieved a Level 2 Customer Service Practitioner qualification, there may be an opportunity to undertake another relevant Apprenticeship Programme.

Things to consider

Located near Huddersfield Town Centre.

Good transport links by both bus and train; both stations are only a walk of only 10 minutes from the college.

Please check the time it will take for you to travel as well as the cost.

Special features of the post:

The post holder must have the ability to work with a wide range of people of all ages from very different backgrounds with very different needs and to respond accordingly to support those needs.

The duties and responsibilities attached to this role demand a flexible approach to work, which will include occasional evenings and very occasional Saturdays.

Following applying for this vacancy the first stage, after your initial application, will be to attend an interview with Nichola Barnes via Zoom.  If you do not attend this interview your application will not progress any further.

For any further information on this vacancy please contact Nichola Barnes at Kirklees College on E-mail:

Mobile Number:   07788390025

Apprenticeship Team:

NO CONTACT should be made with the employer at this initial stage, the College is more than happy to help you with any queries you may have.

The salary may be negotiable.  This will depend on experience. 

The salary may also increase after a probationary period, if the budget allows, following successful employment and production of the required work towards achieving the qualifications towards the apprenticeship training programme.

This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment.

Your employer will allow you time off for study and this will be part of your contract of employment.  You should attend all required classes and keep up to date with any set work.

About the employer

Founded in 2008 as part of a merger between Dewsbury College and Huddersfield Technical College, Kirklees College has become one of the biggest colleges in the country, offering a wide range of courses and study options.

About Kirklees College:

Kirklees College is a large, successful, further education college committed to serving the people of Kirklees and the surrounding area. The College has two main sites located in Huddersfield and Dewsbury alongside specialised vocational centres in Engineering and Process Manufacturing, Construction and Animal Care. Offering academic and vocational courses, students benefit from a varied curriculum, state of the art facilities and exceptional resources. The College works with over 1000 employers both in the region and nationally.


Kirklees College


Waterfront Quarter

Manchester Road



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Training provider


Applications for this apprenticeship are being processed by Kirklees College


Nichola Barnes 07788390025

Level 2 Customer Service Practitioner apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English (if required)
  • End-Point Assessment (EPA)

Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:


  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge


  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge


  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

End-Point Assessment (EPA):

There are three assessment methods.  All candidates must participate in all three elements of the End-Point Assessment (EPA) and achieve a minimum of 100% for each component to achieve a pass:

  • Showcase/ Portfolio
  • Practical Observation
  • Professional Discussion/Interview

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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