Learner Support Administrator

Department: Neurodiversity

Location: Hybrid

Compensation: £24,000 - £27,000 / year

Description

We reserve the right to close this advertisement at any time if we receive suitable applications for the role.

To be the first point of contact for all visitors to Acorn Training, to maintain the highest customer service standards and effectively deliver our front of house services both verbally and administratively.

To provide high-quality administrative and learner support to ensure the effective delivery of the Neurodiversity Employment Coach programme. This role plays a key part in maintaining smooth operational delivery, supporting both coaches and participants through efficient coordination, excellent customer service, and a proactive, inclusive approach to learner support.

Key Responsibilities and Key Performance Indicators

Administrative Support

• Coordinate the scheduling of coaching appointments, assessments, and workshops, ensuring efficient calendar management and timely communication with participants and stakeholders.
• Maintain accurate and up-to-date records in internal systems (e.g., CRM, case management tools), ensuring data integrity and confidentiality.
• Prepare session materials and resources in accessible formats to support a range of learner needs.
• Collate and support the analysis of programme data to contribute to performance monitoring and internal/external reporting.
• Act as the first point of contact for general queries relating to the programme, providing a responsive and professional service.

Learner Engagement & Support

• Provide timely and empathetic support to participants, including check-ins, signposting, and guidance on practical matters such as funding applications, access to assistive technology, or appointment attendance.
• Work in partnership with Neurodiversity Coaches to ensure a seamless participant journey from referral to sustained employment.
• Support learners in accessing external services and resources, maintaining accurate records of referrals and outcomes.
• Monitor learner progress and satisfaction, flagging any concerns to the Coach or safeguarding team where appropriate.

Programme Delivery Support

• Assist with feedback collection from participants and employers to support continuous improvement.
• Support the organisation and delivery of events, CPD sessions, and audits (e.g., Ofsted, internal quality assurance).
• Ensure resources, tools, and documentation are kept up-to-date and accessible for the team.
• Contribute to a positive, inclusive, and supportive team environment.
  
  

Key Performance Indicators

• Ensure 100% accuracy in data entry for learner records, programme documentation, and reports.
• Complete all administrative tasks (e.g., filing, scheduling, processing paperwork) within designated timeframes (e.g., 48 hours post-receipt).
• Maintain updated records for all learners with a compliance rate of 100%.
• Identify and escalate any learner challenges related to neurodiversity within 24 hours of observation.
• Schedule and coordinate 100% of programme sessions on time with all necessary resources in place.
• Achieve an average attendance rate of 90% for programme participants through timely reminders and engagement efforts.
• Identify at least one improvement to administrative processes or learner support systems per quarter and collaborate with the team to implement changes.
• Develop knowledge of neurodiversity-related tools and approaches, applying them in at least 90% of learner interactions.
• CPD maintained and updated
• Maintain a grade 2 observation

Health and Safety

• You will ensure you follow all Acorn Training health and safety guidelines and fire regulations set out in the polices, follow safe working practices and complete any mandatory training.

General

• Adhere to Acorn Training policies
• Regular 121's throughout the year to monitor performance, objectives and progress and support your personal development and wellbeing
• Participate in any required CPD needed to fulfil your role
  
  
  
  
  

Skills, Knowledge and Expertise

Qualifications and specific training

• Level 2 or 3 in Business Administration or equivalent experience (essential)
• First Aid or Mental Health (desirable)
• First Aid qualification (desirable)

Experience

• Administrative or learner support experience within education, training, employability, or SEND (essential)
• Experience supporting neurodivergent individuals or learners with additional needs (desirable)

Knowledge

• Strong administrative and organisational skills with attention to detail (essential)
• Excellent written and verbal communication skills (essential)
• Proficiency in Microsoft Office and digital communication tools (essential)
• Familiarity with CRM/case management systems (e.g., Maytas, PICS, Salesforce) (desirable)
• Understanding of neurodiversity and inclusive education practices (desirable)
• Basic knowledge of safeguarding procedures (desirable)

Skills

• Empathetic, approachable, and committed to inclusive practice (essential)
• Exceptional interpersonal and communication skills, with the ability to tailor approaches to diverse individuals and teams (essential)
• Full driving license and car use with Business insurance required (essential)
• Collaborative, with a proactive and solutions-focused attitude
• Ability to work independently and manage multiple priorities

We welcome applications from all suitably-qualified candidates, irrespective of gender, disability, marital or parental status, ethnic or social origin, religion, belief, or sexual orientation. In addition, during the various stages of recruitment, reasonable adjustments can be taken to ensure equal opportunities for candidates with disabilities or special needs.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

Please get in contact with [email protected] to discuss alternative options you may require, or alternative application methods