Customer Service Administrator

Salary: up to £47,000 per annum (a London weighting will also apply to this role)

Step into a role where your strategic thinking and relationship‑building skills genuinely shape programme success. You’ll lead on contract performance, drive high‑quality delivery, and strengthen partnerships with funders and stakeholders. Using data‑driven insight, you’ll guide a high‑performing team, optimise outcomes for learners and employers, and identify new opportunities for growth.

What You’ll Be Doing

Your core responsibilities will be:

• Act as the primary point of contact for Contract Managers, including the Greater London Authority (GLA), facilitating monthly contract review meetings and presenting performance data with proposed solutions
• Act as subject matter expert on funding rules, including eligibility criteria, evidence standards and learner file requirements
• Monitor contract performance to support delivery of assigned contracts (eg Skills Bootcamps, ASF, Level 3 provision, and other CA-funded programmes), to ensure all KPIs and outcome targets are met and exceeded
• Identify new contract opportunities for our client through liaison with funders and wider stakeholders to support the growth plan

• Manage a team of Success Coaches, Employment Coaches and Employer Engagement Managers, ensuring contractual enrolment, support and job outcome targets are consistently met and exceeded

Your key duties will be:

• Attend monthly team meetings with combined authorities and contract holders to review performance against contracted targets
• Complete and submit accurate monthly performance reports, including current standings, forecasts and planned activity
• Collaborate closely with key internal departments - Head of Operations, Data Manager, Head of Quality and Head of Learner and Employer Engagement - to review contract performance and agree on forward-looking plans
• Build effective, trusted relationships with a wide range of internal and external stakeholders
• Influence outcomes such as learner and employer referrals through strong communication, credibility and proactive engagement
• Identify opportunities to enhance contract performance, streamline processes and maximise outcomes
• Support the wider organisation in understanding contractual requirements and ensuring compliance
• Conduct monthly one-on-one meetings and quarterly and annual performance reviews with your team, addressing performance concerns where necessary

What We’re Looking For:

• Highly organised with strong attention to detail and accuracy
• Solutions-focused
• Ability to manage competing deadlines and work effectively to targets
• Collaborative and able to work effectively with cross-functional teams

Why This Role Is a Great Opportunity:

• Hybrid working model - With a minimum of 3 days per week in their London office
• 25 days holiday + bank holidays (option to buy more)
• One early finish (at 15:30) every month
• Pension scheme & Westfield Health Cash Plan

If this sounds like the role for you, apply now!

Appoint Consulting is a Recruitment Business having sought agreement from its clients to find candidates for these roles, in accordance with the Employment Agencies and Employment Business Regulations Act 2003.

In accordance with the Employment Agencies Act 1973, Appoint Consulting will not charge any individual seeking employment through their services.

If this role is not suitable for you, we would be happy to have an informal discussion regarding any future opportunities.

While we will endeavour to respond to every applicant personally, on occasion this is not always possible; therefore, if you have not heard back from us within 14 days of applying, you have been unsuccessful.