YOUR CIPP | 17
Putting our learners at the heart of what we do
W hen you choose to study or train with us, you’re making a meaningful commitment to your professional growth, your knowledge and your future. As the Senior Customer Operations Manager at IPP Education (a subsidiary of the CIPP), my role is to look at that journey through your eyes, through the experience you have all the way from initial enrolment, right up until receiving your results. Over the past few months, I’ve worked with colleagues to reflect on a simple question: Does the way we’re organised truly support the way learners experience their journeys? That reflection led us to reorganise our education, apprenticeship assessment and training coordination teams, and make the move to three different teams: l admissions l delivery l assessments. Together, they form ‘customer operations’. This change was all about making your journey clearer, smoother and more supportive at every stage. Starting strong: admissions and training Every learner’s journey begins with a decision. You might be considering a qualification to enhance your career, or you could be booking a training course to strengthen your knowledge in a particular area. Whatever the starting point, those first interactions matter enormously. At this stage, you need clear information, timely responses and the confidence that you’re making the right decision. Our admissions team now manages the qualification and training routes, which include enrolments and training bookings. By bringing these together, we’ve created a single, consistent gateway into learning. Admissions focus on: l explaining entry requirements and expectations clearly l guiding you through the registration process smoothly l ensuring you know what happens next. For me, this is about setting the tone.
When the beginning feels organised and supportive, it builds trust. Trust is the foundation of a positive learning experience. Supporting you along the way: delivery Once you’ve successfully enrolled, your attention should be on learning, not on administrative processes. That’s where our delivery team comes in. Delivery supports you during the ‘active’ phase of your qualification. Whether you’re progressing through modules over several months, or attending online workshops, this team works behind the scenes to ensure everything runs as it should. They coordinate communications, manage records, respond to queries and work closely with our Tutors and wider teams to ensure learners receive the best experience possible. By having a team dedicated solely to the live learner experience, we can provide greater continuity and consistency. We can also offer personalised support to those who require additional assistance. Instead of feeling passed between different departments, you experience joined-up support throughout your qualification. This stage is about momentum. Learning requires focus and energy. Our role here is to remove unnecessary friction so you can concentrate on developing your knowledge and skills. Finish with confidence: assessments The final stage of your journey is often the most significant. Assessments represent the culmination of your effort. They carry professional importance and personal pride. That’s why they deserve careful, specialist oversight. Our assessments team manages the critical phase for both qualification assessment and apprenticeship assessment, ensuring: l clear communication of submission processes and deadlines l coordination of marking and quality assurance l accurate and timely results l guidance on next steps, where required.
Assessment periods can feel highly pressured. By dedicating a specialist team to this stage, we provide clarity and reassurance when it matters most. I want every learner to finish their journey feeling confident, not just in their achievements, but in the fairness and professionalism of the process. One journey, three specialist teams Although we operate through three dedicated teams, your experience should feel like one continuous journey, so: l admissions support your first steps l delivery supports your progress l assessments support your achievement. Bringing these stages together under a single ‘customer operations’ function allows us to see the full picture. We can identify patterns, improve transitions between stages and ensure consistent standards across the entire lifecycle. Leading ‘customer operations’, for me, means championing your experience from start to finish. It means asking what can be simplified, how we can communicate more clearly and where we can do better. Designed around you Education and professional developments are significant commitments. They should feel empowering, not complicated. By aligning our structure directly to the learner journey, we’ve created a model which reflects how you experience services. It means each stage of your journey is overseen by people with dedicated expertise, while maintaining a seamless overall experience. My priority and that of the entire team is simple: to make your journey as clear, supportive and positive as possible. Because when the experience works well, you’re free to focus on what truly matters – achieving your goals.
Gemma Mullis MCIPPdip IPPE Senior Customer Operations Manager
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