Information Officer - Spanish, Portuguese or Italian Speaking

The Information Officer (IO) works within the Individual Services Group (ISG) to deliver services to individuals and organisations (e.g. universities), as part of a Government Recognition Services (GRS) contract. They are experts in credential evaluation and use their knowledge to assess applications and support with service enquiries.

Service delivery

• Evaluate overseas qualifications, ensuring we meet service levels and quality standards in accordance with internal methodology and processes

• Achieve Key Performance Indicators (KPI’s) to support service delivery

• Answering enquiries from individual applicants and member organisation, this could include - Phone calls, Live chat, Written enquiries, Reassessment requests & Complaints

Service Integrity

• Supporting the quality assurance processes as resource requires

• Ensure necessary counter-fraud measures are carried out

• Following policies, procedures and adhering to GDPR principles

• Supporting with the coaching and development of colleagues, delivering feedback constructively

Organisation Collaboration

• Work collaboratively with appropriate teams and departments to ensure accurate outcomes for both applicants and GRS contractual requirements

• Engaging and / or supporting with the delivery of effective training sessions

• Supporting across the business area where required, contributing to the overall objectives of GRS to meet their contractual requirements

Other

• Abide by the Company’s policies and procedures, and actively promote with the team

• Abide by the Company’s Health and Safety policies and procedures, whilst giving consideration to your own health and safety and that of colleagues

• Any other reasonable duties as required