Operational Communications Manager
We have a new and exciting opportunity for the right individual to join us as Operational Communications Manager focusing on exam services and operational communication. You will join our centre operations team based in Wakefield, working in collaboration with key stakeholders from across the business to deliver standardised operational communications, mainly across T Levels and Technicals, but also other sectors. Coordinating and managing the delivery of content / support from stakeholders across the business will be a key part of the role.
You’ll need to have a good understanding of the products and services we offer, and particularly how the exams office function works within a school or college (centres) as you’ll also be supporting to progress how we communicate with exams teams and continually improve training materials and guidance.
This role has a particular focus on continuous improvement. You’ll need to be good at looking at something and spotting opportunities for improvement and working to find new ways of resolving issues. You’ll need to be comfortable with and enjoy working to support internal and external customers and be comfortable in delivering customer facing webinars.
The role will be based in our Wakefield hub (WF1 2UF). There will be occasional requirement to travel as and when necessary.
Please note that we shortlist applications on an ongoing basis and depending on volume we may close the advert early, so please submit your application as soon as possible to avoid disappointment.
This appointment will be made on merit.
We believe that diversity and inclusion strengthens and enriches us, and that it is the responsibility of everyone at the City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities.
About the role
This is a unique opening within the business which will report to the Senior Operations Manager within the centre operations arm of our awarding organisation operations function.
You will be responsible for the end-to-end operational (day-to-day) external communications to ensure effective implementation and delivery of key business processes into centres. You’ll have a focus on exam support material improvements and developing training for internal and external stakeholders.
As part of your role, you will ensure that operational communications are planned in for implementation across key products (primarily focused on T Levels, Technicals and Ofqual Delivery of Results (VTQ Checkpoint)) through strong stakeholder management, efficient timeframes, planning and reporting.
Your responsibilities will include:
- Planning and delivering communication related projects across operational teams.
- Design and implementation of communication plans that align to existing product timelines.
- Project management delivery of key customer facing generic documents and collateral such as welcome packs, checklists, and exam entry guidance documents, working across teams to ensure relevant stakeholders contribute to these key documents.
- Centralising day-to-day customer comms and tracking management tools.
- Requirements gathering, design and delivery of exam office training materials, business processes and support documentation to improve centre behaviour on exam management.
- Line management of an Operational Delivery Coordinator
About you
The right candidate should be able to demonstrate and range of the following:
- You must have demonstrable experience in writing customer facing communication and documentation.
- Knowledge of or experience in working in a college / school exams office setting is highly desirable.
- Proficient in design of clear, concise, and standardised communications.
- Knowledge of mail-merge, DotDigital or similar as well as management of databases, MS List etc.
- Experience in delivering slick presentations and/or training to large audiences.
- Strong computer literacy including use of Microsoft Word, Excel, PowerPoint, Teams, SharePoint.
- Ability to cut through jargon and complexity to present and explain information to customers simply.
Our story and mission
Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.
Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.
At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.
We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.
Our rich experience means we’re uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.
What we offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.
We welcome a discussion about how this role could work flexibly for you. For example work pattern, hours or location.
Next steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.