Post Title:Head of Business Development and Customer Relations
Hours per week:37 Hours
Responsible to:Chief Executive Officer
Location:Certa Office in Wakefield. Travel to and from other sites as required, to carry out the role.
1.Job Purpose:
1.1To adopt a strategic marketing and management approach to business development and customer relations with existing and prospective Certa Recognised Centres.
1.2To market and promote Certa’s offer to its Recognised Centres and the wider marketplace, to include employers, education and training partners and other potential customers.
1.3To adopt a strategic management and commercial approach to the identification of new qualifications and amendments to existing qualifications and units, ensuring sufficient curriculum support is offered to Recognised Centres; and to source new markets, such as Local Enterprise Partnerships (LEPs), European Social Fund project partnerships and other target agencies.
1.4To scan and respond to the policy and funding horizon to ensure Certa’s qualification offer, including Access to Higher Education, is relevant, fundable and fit for purpose, promoting a commercially-focussed and sales-oriented culture to ensure financial sustainability for the company.
1.5To provide support to the Chief Executive Officer, the Senior Management Team, the Board of Trustees and associated Committees as required, and to support the Senior Management Team.
1.6To represent Certa at both national and regional events and to serve on appropriate external committees, such as the federation of Awarding Bodies, as recommended by the Chief Executive Officer.
Main duties and responsibilities:
- People
2.1To line manage staff in the Business Development and Customer Relations Team, ensuring that individual and Team objectives and workloads are set and monitored; regular appraisals are undertaken by the post-holder; and that training and development needs are identified and managed, in accordance with Certa HR policies, systems and practices.
2.2To provide leadership to all staff and externally contracted workers across the organisation and foster a performance management culture and excellent customer service, matching our Investors in People, Customer First and Two Ticks aspirations.
2.3To ensure self and others adhere to Certa’s Equality and Diversity Policy, Health and Safety and Wellbeing in the Workplace Policy and Dignity at Work Policy at all times.
2.4To assist the Chief Executive Officer with the provision of a clean, safe and healthy environment in which to work for all office based staff and external visitors.
3.Planning and Performance Monitoring in the Business Development and Customer Relations Team
3.1To support the Senior Management Team in ensuring that Certa’s qualification offer is responsive and relevant to providers’ and learners’ needs; is fundable; and is marketed and promoted in a commercially focussed way and supported to increase sales and maximise potential demand, using a forensic analysis of all data sources.
3.2To lead the work with Certa Recognised Centres to make sure they are aware of the scope of Certa’s offer and its potential uses with their target learners, seeking to grow business with existing and new centres.
3.3To contribute to the development and implementation of Certa strategic planning and to lead the development of Team plans to support this, drawing up the activity plans and targets for the Business Development and Customer Relations Team, based on the strategic priorities agreed at Trustee level.
3.4To work with the Finance and Operations Manager to ensure the efficient and effective use of resources in the context of the agreed business strategy.
3.5To update the Senior Management Team on key issues relating to demands for new qualifications from Certa Recognised Centres; changes required to existing Certa qualifications; and policy and funding changes which may affect the relevance and fitness for purpose of Certa qualifications.
3.6To service and provide appropriate, timely and accurate reports and communications on qualifications, curriculum matters and customer service issues to all Certa Committees, Qualifications Approval Panels, the CEO, Senior Management Team and other business areas as appropriate.
3.7To work with members of The Awarding Partnership to ensure that shared marketing opportunities are maximised and efficiencies are made in joint qualification development, wherever possible.
3.8To support the Senior Management Team in monitoring Certa business activity, providing reports on Awarding Organisation competitors and Certa’s key business development activities and suggesting actions and targets to grow the business and uptake of Certa regulated qualifications, CPD, unregulated units of accreditation and services.
4.Financial
4.1To support the Senior Management Team in generating new income streams for Certa through proactive qualification development activity and service enhancements, ensuring a sound business case and performance tracking is adopted for each new initiative,coupled with focussed sales activity,.
4.2To work with the Finance and Operations Manager to ensure that the Business Development and Customer Relations Team expenditure is regularly monitored, ensuring that effective financial controls are in place,and maximising use of available resources to prevent budget overspend.
5.Quality, Standards and Compliance
5.1To contribute to Certa’s self assessment activity for Ofqual and the Welsh Government, ensuring the processes and outputs support Certa’s strategic and business objectives and also contribute to the self evaluation activities for the Quality Assurance Agency (QAA).
5.2To work with the Quality, Standards and Compliance Manager to support the Centre Monitoring process, including the Centre Recognition process and the risk rating of centres.
5.3To work with the Quality, Standards and Compliance Manager to ensure Certa complies with all Ofqual and Welsh Government regulations and quality standards, including reports and ongoing self-assessment against existing and new qualifications and units.
6.Other
6.1To undertake any other duties as appropriate to the post as requested by the Certa Chief Executive Officer.
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