Administration Support Manager
My team and I have been supporting online learners for the last eight years. Originally this role was carried out by our
Technical Team, but we found that most support requests (which come in the form of phone calls, emails and direct messages
from our online Training Management System) were not technical at all. The queries we receive usually relate to things
like forgotten passwords, pop-up blockers or questions about certificates and, therefore, the role of supporting online
learners was transferred to a dedicated Admin Support Team. However, we do, of course, still have the full assistance of
the Technical Team whenever this is needed
I am the first point of contact for all our support emails and system messages and often it is simply a case of emailing or
calling the learner with the answer to a question or query. Sometimes I need to logon to the system to see just what the
learner is seeing and I can often 'talk them through' from there. I love to hear about the sense of achievement a learner
gets when they have successfully completed a course - especially if they have not been in a learning environment for some time.
I am also one of the second tier Admin Support Team - I love technology and like to find out how things work - when we release
new functions to the system (which we do all the time) I like to work out how our learners can really benefit
from the new functionality. Often Companies will buy the Training Management System so that they can not only use it
for our courses, but also create their own courses (just for their company) by uploading their own questions
and material (which could be in the form of PowerPoints or even Word docs). We often train people on how to
use the management side of the system. Everyone brings a new dimension and we are all learning all the time.
I am one of the second tier Admin support Team - I support Denise when needed, but I am also responsible for collating and analysing the
questionnaire responses that we recieve from thousands of our learners who let us have their comments. The opinions of our customers are very
important to us as they help us to develop our products and services, so we are always very grateful for all learners feedback. I also
upload groups of learners when businesses want multiple staff to go through a course / courses (and perhaps obtain reports on how their
learners are progressing). Some Managers may be new to e-learning too and I help to 'hand hold' them through the process.
I am an Apprentice at the Virtual College and a member of the Admin Support Team.
As part of my apprenticeship programme I support Sue and the rest of the team. I often support
Wendy with issuing Food Hygiene certificates and with answering telephone calls from our customers.
I really enjoy helping our customers, answering any questions they may have. I always ensure that
if I cannot answer any customer enquires in full that they are transferred to the appropriate member of the team.
I am usually the first point of contact for all telephone calls and can often deal with enquiries myself.
Sometimes people have not purchased a course yet, but just want to ask some questions before making the decision.
I think a lot of people just like to know there is someone there if they need help and advice.
I am also responsible for issuing Food Hygiene Certificates, which I post out within 2 days of a learner successfully completing the course.
If there is a question about a Food Hygiene Certificate - then I am always happy to help.
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Since launching Dialog Training in 1989, Dr Rosemarie Pearson, the prinicpal founder of Dialog, has worked with a wide range
of businesses, charities and local authorities; including Arla Foods, Redbridge Borough Council, Nestle Water,
the Royal British Legion, CocaCola Enterprises Ltd, Co-op Supermarkets and Anglia Crown Catering.
Rosemarie and her team at Dialog believe in ensuring the training is fun
interactive to suit all learners so they can apply it to their work and
really make a difference.
Food Dialog are a registered Training Centre with the Royal Society for Public Health (RSPH).
Dr Verner Wheelock
Dr Verner Wheelock is Chairman of Verner Wheelock Associates, one of the UK’s leading providers of specialist
training for the food sector. Verner has been in the industry for over 30 years, having spent time as a
microbiologist, food engineer and head of the Food Science faculty at Nottingham University.
Verner and his team believe that appropriate use of e-learning can bring benefits to us, by
helping reduce our carbon foot print, through less travel, improved quality through consistency of
delivery and improved customer service through providing a more flexible delivery model.
As pioneers in e-learning, we use new technology to make the training and learning process more accessible, cost effective and enjoyable!
Since our formation in 1995, we have seen virtual learning take on an increasing role in enhancing training provision. Virtual College were pioneers of online food hygiene training and are still a market leader providing a training experience second to none.
Virtual College have over online learners accessing our suite of online courses across many sectors. Our customers include 60,000 learners in the NHS; 40,000 in other public sector roles; Housing Organisations; Engineering and Manufacturing sectors; Banking and Hospitality to name but a few, and over 80,000 learners have obtained their Food Hygiene Certificate via Virtual College online training and test. See www.virtual-college.co.uk for a full list of our other courses.
Since starting the Virtual College as pioneers in e-learning in 1995, in response to a lack of available training provision within
the electronics industry of which I was a Quality Director, I'm proud to say that we now have a first class Training Management System,
nearly 100 e-learning courses and over online learners. We also offer face-to-face training in
my specialist subject of Lean Manufacturing / Healthcare.
Since those early days in 1995 with just a handful of people, I am pleased to say we have grown to employ over 60 people.
We author (with the help of subject specialists), design and develop our own e-learning materials.
In a bid to offer the learner a total solution, we also offer some third party learning materials.
We have also developed our own Learning Management System (LMS) through which we can monitor and support learners.
Many other companies have purchased a licence for the LMS so that they can have a branded version to use exclusively for their businesses.
If you want to know more about that just email our CEO - he loves to talk about it....
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