Apprentice Face2Face Administrator

Job Purpose

To progress through and complete the Business Administrator – Legal Pathway Apprentice Training Programme whilst providing high quality, department-critical administrative support across the Face2Face operation.

The role will support the smooth running of daily Documentation Advisor case allocations, Consultant coordination, general administration client administration, training administration, invoicing, reporting, supporting the sales function and reconciliation activities.

Job Overview

This role works as part of a fast-paced operational team in line with the apprenticeship roadmap. The successful candidate will develop administrative, communication and operational skills while supporting employee relations services and wider departmental processes.

Performance will be measured externally through the apprenticeship programme and internally through departmental KPIs, quality standards, productivity expectations and successful completion of required modules.

Day-to-Day Responsibilities

·       Work as part of a team supporting clients and colleagues with a wide range of employee relations and operational administration requirements.

·       Play a key role in the administration and operation of a fast-paced Face2Face department, ensuring work is completed accurately, professionally and in line with relevant protocols.

·       Communicate clearly and concisely with clients, consultants and internal teams, tailoring communication to support strong working relationships and client retention.

·       Ensure information is logged correctly, accurately and in a timely manner across all relevant systems.

·       Work within productivity and performance expectations set by management and the wider department.

·       Review client documentation and support client-facing administrative tasks as required.

·       Produce and process client-facing training documents, brochures and supporting materials.

·       Answer calls and take messages professionally in line with departmental protocols, or route enquiries to the appropriate colleague.

·       Provide support with bespoke projects as requested by management, the department and the wider business.

·       Attend and complete training specified by management to develop knowledge of employment legislation and operational processes.

·       Document completed apprenticeship modules and provide supporting evidence as required.

·       Contribute to a knowledge-sharing culture by supporting colleagues and sharing learning, process knowledge and best practice.

·       Maintaining / updating information across Bright HR, Salesforce, departmental spreadsheets, allocation reports, diary records, email communications, boards, trackers and other department-specific records.

Operational Allocation & Reporting

·       Compile and maintain allocation information.

·       Update allocation tracking and produce weekly reports confirming allocation activity to date.

·       Monitor Documentation Advisor allocation activity, identify allocation gaps or duplicated work, and highlight concerns for review.

·       Complete ongoing email monitoring and business coordination tasks to support consultants and operational stakeholders.

Lead Allocation & HR / H&S Training Administration

·       Allocate leads to the relevant Business Sales Consultant/Partners and maintain accurate tracking records.

·       Support HR & H&S training administration, including contacting clients, arranging dates, booking trainers, completing confirmation handovers and administering training questionnaires.

·       Coordinate training communications and ensure relevant records are maintained accurately.

Invoicing, Billing & Super Simple Set Up (SSS) Visit Coordination

·       Prepare and review invoicing and billing information, checking post-service invoicing requirements and resolving discrepancies where appropriate.

·       Assist with SSS visit arrangements, including processing data, booking appointments, adding information to diaries, contacting clients, and completing handovers to consultants or the relevant team.

·       Support post-service billing activity and ensure records are updated in line with departmental expectations.

Client, Consultant & Helpdesk Administration

·       Support postponements, cancellations and rescheduled appointments, ensuring changes are communicated clearly and recorded accurately.

·       Monitor Documentation Advisor inbox, including emails for absent colleagues, to reassign work and escalate where required.

·       Support Consultants with routine administrative queries, diary coordination and operational requests.

·       Coordinate business card requests for Consultants and other relevant colleagues where required.

Quality, Compliance & Process Monitoring

·       Identify potential duplicate records, repeated activity or double-booking issues, and ensure these are reviewed appropriately.

·       Maintain clean records and support reconciliation activity to protect the accuracy of operational data.

·       Ensure all tasks are completed in line with departmental protocols, confidentiality requirements and professional standards.

·       Promote a consistent, organised and accurate approach to departmental administration.

What You Bring to the Team

·       A positive, can-do attitude with a willingness to learn and develop.

·       A genuine commitment to supporting clients and colleagues through busy and time-sensitive work.

·       Strong organisation and time management skills, with the ability to prioritise effectively.

·       Excellent attention to detail and accuracy when handling records, reports and client information.

·       Strong written and verbal communication skills.

·       A flexible and dynamic approach, with the ability to work under pressure in a fast-paced environment.

·       Confidence using Microsoft Office applications, particularly Outlook and Excel.

·       Ability to work independently while contributing positively to the wider team.

Desired Competencies

·       Analytical thinking

·       Initiative into action

·       Business awareness

·       Tenacity

·       Strategic thinking

·       Positive approach to change

·       Customer focus

·       Planning and organisation

·       Teamwork and collaboration