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Operational Support Coordinator - Newport

Do you want to work for an organisation that’s purpose is improving people’s lives through education, an organisation that is recognised as a Best Company to work for as endorsed by our team members?

Aspiration Training are a specialist, award winning training provider for England and Wales and have been delivering training across a range of sectors for over 20 years. We are an Ofsted and Estyn rated “Good” provider also, rated “Excellent” on Trustpilot.

We value each and every team member, their commitment to us and our stakeholders, the success they bring and the positive culture they create. As an appreciation of that we have a great range of benefits available including flexi-working, very generous annual leave plus a holiday purchase scheme, green car scheme, birthday rewards ranging from £250 – £1,000 per year dependent on length of service and much, much more.

We also invest in the learning and development of all team members, from induction right the way through all elements of tailored career development.

The main purpose of this role is to coordinate the various activities of the learner journey from enrolment through to achievement by supporting the Operational teams with positive interventions that removes barriers and improves learner retention and achievement.

Responsible to
Operations Director
Thursday May 4, 2023
Key Duties


  • Ensure own CPD and professional competency is maintained
  • Strive to maintain positive working relationships across the team
  • Maintain a flexible approach to support your team and the wider business

Quality & Compliance:

  • Keep up to date with and adhere to company, policies and procedures at all times
  • Take responsibility for the protection of data in line with policies and procedures
  • Commits and contributes to maintaining an effective safeguarding culture and takes responsibility for helping to protect colleagues and learners against any risk of harm, including all types of bullying, radicalisation or abuse
  • Ensure all learners receive a welcome email and customer care contact post sign up
  • Monitor and report on completion of west diagnostics for all starts ensuring we maintain compliance of 61 days
  • Manage the learner at risk register providing regular updates on numbers and maximizing learner retention
  • Identify learners who fail to attend essential skills session and action with relevant team to re book.
  • Where required, invigilate learner exams ensuring awarding body compliance.
  • Contact all existing suspensions regularly and gather evidence to confirm they are planning to return
  • Contact all new suspensions including learner’s employer to validate and collect evidence for suspension prior to processing
  • Contact all potential leavers including their employer to gather specific evidence as well as perusing all progress reviews ahead of submitting a leaver form to ensure that the leave date is appropriate/authentic
  • Manage Health & Safety vetting’s and monitoring activity to support Operations to maintain 100% compliance
  • Track and monitor destination data of learners who leave after 6 and 12 months of confirmed end date


  • Promote a positive and professional image of the company and all of the services it delivers through excellent customer service
  • To demonstrate and uphold the company values, creating a great place to work for all
  • Provide high levels of customer service by resolving learner, employer and operational team’s general enquiries where appropriate
  • Manage and produce statistical feedback from learner surveys at key points of the learner journey
  • Co-ordinate the planning and learner attendance at exams
  • Update online booking system with calendar dates of essential skills workshops
  • Co-ordinate learner workshop bookings and attendance with operational team to support achievement
  • Confirm learner attendance for induction and workshops with relevant operations team member
  • Support Admin team to ensure logins for West are set up for all learners
  • Work with managers to allocate learners from Maytas to smart assessor at start of program
  • Coordinate and distribute employer monthly reports to business development team


  • Contribute positively to growth of the business by controlling costs
  • Constantly review feedback from learners/employers, highlighting and recommending development areas or new delivery options being requested


Due to the nature of work and the stakeholders we work with, we follow strict safer recruitment practices to include references, DBS and behaviour interviews coupled with competency CV and qualification checks. Furthermore, all roles are subject to an enhanced DBS upon successful employment.

Qualifications and Experience

Knowledge & Desirable Experience:

  • Working knowledge of the Work Based Learning (WBL) sector
  • High levels of customer service experience
  • Use of learner or employer management systems

Desirable Qualifications:

  • Level 2 English and Maths
Skills and behaviours


  • Competent in the use and purpose of technology with strong IT skills in Microsoft office, learner management systems and Virtual learning environments
  • Written and verbal communication skills
  • Ability to speak Welsh (desirable)
  • Organisational skills and a sound attention to detail
  • Ability to effectively influence
  • Excellent numeracy skills
  • Ability to manage target deadlines
  • Positive influencing skills
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Don’t just take our word for it, hear what some of our learners and employers have to say about us.

Jitterbugs – Learner

“As a result of my apprenticeships, I am doing more than I ever thought I would be capable of; including accounts, wages, staff hiring and management, as well as ensuring that the children are well looked after.”

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