[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-261369-105":53,"doc-detail-261369-en":126},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":119,"head_meta":121,"extra_data":123,"updated_unix":125},105,"en","centre-support-officer-customer-experience-job-description","Centre Support Officer - Customer Experience - Job Description","","Centre Support Officer (Customer Experience) role focused on delivering coherent, efficient customer experience for products, services, and assessment activities. Key responsibilities include managing registrations, achievements, examinations, and certification workflows; supporting Quality Assurance through moderation visits and action plan monitoring; and providing professional advice to centres and customers. The position covers phone and email support, training participation (e.g., Mystery Shop), certificate publishing and dispatch, GDPR-aligned data control, complaint handling, administrative systems accuracy, and continuous improvement recommendations.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/centre-support-officer-customer-experience-job-description/261369/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/centre-support-officer-customer-experience-job-description/261369.png","ImageObject",442,249,{"name":88,"@type":89},"Adam","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-04","2026-09-14",true,{"@type":98,"interactionType":99,"userInteractionCount":73},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What is the main purpose of the Centre Support Officer role?","Question",{"text":108,"@type":109},"To manage workload to deliver coherent and efficient customer experience related to products, services, and assessment activity, while keeping compliance and regulation central to the work.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What are the core duties related to quality assurance and certification processes?",{"text":113,"@type":109},"Ensure efficient operation of registrations and certification workflows, support Quality Assurance by scheduling moderation visits, reviewing and monitoring action plans, and authorising payment of invoices.",{"name":115,"@type":106,"acceptedAnswer":116},"How does the role handle customer communication and complaints?",{"text":117,"@type":109},"Answer calls and emails professionally, resolve inbox queries within service levels, and log, handle, and resolve complaints in line with the complaints policy.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},261369,1791090689,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":79,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":76,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":9},1374404737137,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","JOB DESCRIPTION  \nJOB TITLE: Centre Support Officer (Customer Experience)  \nReporting to: Centre Support Manager  \nResponsible for: N/A  \nJOB PURPOSE  \n• To manage own workload to deliver coherent and efficient customer experience in relation to our products, services and assessment activity.  \n• To provide a customer focussed, professional and helpful service to all Centres  \n• To keep compliance and regulation in the forefront of your work, following agreed processes.  \n• To respond to all service standards and KPIs set.  \nMAIN DUTIES AND RESPONSIBILITIES  \n1. To ensure the efficient operation of registrations, achievements, examinations and certification processes.  \n2. To support the Quality Assurance process; scheduling moderation visits, reviewing and monitoring Actions Plans and authorising payment of invoices.  \n3. To provide comprehensive advice, guidance and support to centres and other customers on a range of products and services, as required.  \n4. To answer calls and emails efficiently and professionally.  \n5. To embrace training to improve our customer experience e.g. Mystery Shop  \n6. To provide relevant information to assist with the development and marketing of products, as required.  \n7. To publish and print certificates and be responsible for dispatch in line with service levels .  \n8. To monitor certificate stock levels and notify when additional stock is required.  \n9. To ensure the effective and efficient control of information and data in line with GDPR requirements .  \n10.To deliver excellent customer service to internal and external customers and stakeholders .  \n11.To monitor and make recommendations for the review of systems and procedures on a continuous improvement basis .  \n12.To maintain accurate and up to date records and provide data, as required.  \n13.To log, handle and resolve complaints effectively and in line with the complaints policy.  \n14.To maintain efficient systems across a range of administrative areas with a high level of accuracy.  \n15.To foster effective working relationships with approved centres .  \n16.To support colleagues with the identification and conversion of new business.  \n17.To ensure all relevant inbox email queries are resolved and responded to in line with service levels.  \n18.To manage own workload, under the direction of the Head of Centre Support and Centre Support Manager.  \n19.To log and co-ordinate feedback from centres .  \n20.To offer training, support and expertise to colleagues, when required.  \nThe above-mentioned duties are neither exclusive nor exhaustive and the post holder maybe required to carry out such other appropriate duties as may be determined by the Head of Centre Support.  \nThe post holder will be expected to adopt a flexible approach to support the efficient and effective running of the Company.  \nOTHER DUTIES  \n1. To ensure awareness of, and compliance with, all health and safety requirements taking reasonable care of the health and safety of yourself and other persons in accordance with the provision of health and safety legislation.  \n2. To exercise proper care in operating, handling, and safeguarding any equipment and appliances provided and issued by Skills and Education Group for individual or collective use in the performance of duties .  \n3. To keep up to date, so far as is necessary for the efficient executive of the role, with new legislation, procedures, and methods.  \n4. To participate in the Company’s appraisal process and to undertake appropriate training/development to ensure up-to-date knowledge and practices are applied and  \nSkills and Education Group 2  \nmaintained for the efficient and effective performance of the post and to support the Company’s strategic objectives.  \n5. To uphold and promote the Company’s Equal Opportunities and Diversity policies and practices .  \n6. To present an appropriate professional image on official Company business .  \nTERMS AND CONDITIONS  \nThis post is subject to the terms and conditions dete","cbCaimd8jJSXUAX3","https://ap.wps.com/l/cbCaimd8jJSXUAX3","pdf",301193,"English","# Job Title and Reporting\n## Job Purpose\n## Main Duties and Responsibilities\n## Other Duties\n## Terms and Conditions","[{\"question\":\"What is the main purpose of the Centre Support Officer role?\",\"answer\":\"To manage workload to deliver coherent and efficient customer experience related to products, services, and assessment activity, while keeping compliance and regulation central to the work.\"},{\"question\":\"What are the core duties related to quality assurance and certification processes?\",\"answer\":\"Ensure efficient operation of registrations and certification workflows, support Quality Assurance by scheduling moderation visits, reviewing and monitoring action plans, and authorising payment of invoices.\"},{\"question\":\"How does the role handle customer communication and complaints?\",\"answer\":\"Answer calls and emails professionally, resolve inbox queries within service levels, and log, handle, and resolve complaints in line with the complaints policy.\"}]","Centre Support Officer - Customer Experience - Job Description | PDF",1789352491]