Learner Experience Coordinator

Job Title: Learner Experience Coordinator
Starting Salary: £38,220 progressing to £41,771 per annum (pro rata for part time)
Hours: 37
Location: Stevenage - Hybrid - travel across the county
Contract Type: Fixed Term Contract - 31st July 2028
Directorate: Growth & Environment

About the team

Step2Skills is Hertfordshire County Council’s adult learning service. We support adults across the county to build skills, knowledge and gain qualifications that support progression into work, further learning or greater independence.

You will be part of a friendly, purpose-driven team that works closely with curriculum staff, partners and employers to deliver high-quality, inclusive education.

This role sits at the heart of our learner experience. You will work alongside Curriculum Leads and coordinate key operational roles such as Exams and Business Support, helping shape how we deliver a smooth experience for every learner.

About the role

This is a busy, people-focused role where no two days are the same. You will ensure our learners are supported every step of the way.

You will:

• Coordinate the full learner journey, making sure everything runs smoothly from enrolment to course exit and certification
• Respond quickly to learner queries and issues, finding practical solutions using policies and good judgement
• Work closely with Curriculum Leads to remove barriers to learner engagement and success
• Oversee exams, attendance and learner records to ensure everything is compliant and efficient
• Supervise and support the Exam Officer and Business Officer
• Act as a go-to expert for complex queries around funding, compliance and processes
• Use data and insight to spot trends, risks and opportunities for improvement
• Build strong relationships with colleagues, partners and stakeholders to deliver a joined-up service

This is a visible role where your work will have a direct impact on learners’ experiences and outcomes. It suits someone who enjoys solving problems, working at pace and making things happen.

About you

We are looking for someone who is organised, proactive and genuinely cares about delivering a great service.

Essential:

• Experience of coordinating services in a regulated environment (ideally education or learning)
• A relevant qualification or equivalent experience in education, customer service or a related field
• Strong organisational skills, with the ability to juggle priorities and meet deadlines
• Confidence working under pressure and handling challenging situations calmly
• Excellent problem-solving skills, with the ability to interpret and apply policies
• Strong communication skills, with experience supporting customers or learners
• Good IT skills, including Google Workspace and Microsoft, and the ability to work with data.
• A minimum of GCSE grade C/4 (or equivalent) in English and Maths

Desirable:

• Knowledge of adult skills funding, exams or quality requirements
• Understanding of local authority or community-based services

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 10. Please locate the job profile here:

Job profiles - Community services

To hear more about this opportunity please contact Evelyn.Djan@hertfordshire.gov.uk for an informal discussion about the role.

Interview Date: week commencing 13th July 2026

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Secondment
This role is open to secondments for eligible employees who work for HCC. If you wish to apply on a secondment basis, you must have your line manager’s approval before submitting your application. You will be asked to confirm this within your application form. If you are not eligible for a secondment (e.g., you are currently on a fixed‑term contract that would end before this positions ends) or you indicate that your manager cannot support a secondment, your application will be considered on a fixed‑term contract basis instead.

Additional information

We are changing
Hertfordshire County Councilis undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Driving required
You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.