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High-energy, empathetic, and organised Customer Service Manager to lead learner and employer satisfaction. Pivotal role where data meets creativity, acting as the Voice of the Customer to ensure service standards remain industry-leading.
Job Responsibility:
Develop and implement innovative engagement methods tailored to specific demographics
Create bespoke engagement strategies for different qualification pathways
Proactively identify and re-engage disengaged learners and employers
Own and manage all survey systems, capturing data at key milestones
Organise and facilitate focus groups to deep-dive into learner experience
Arrange and coordinate Employer Board Meetings
Analyse data to produce reports that turn feedback into actionable business intelligence
Design and distribute high-quality monthly newsletters
Attend Insight Sessions with the Sales team to report on service standards
Requirements:
Proven success in customer service management, ideally within the education or training sector
Creative thinker who can adapt style to different age groups and professional levels
Strong facilitator comfortable leading focus groups and managing high-level board meetings
Proficient in survey software, CRM systems, and digital communication tools
Ability to be present in the Head Office at least 3 days a week
Commitment to safeguarding
Enhanced DBS check required
What we offer:
25 days annual leave + extra Christmas shopping day + extra day for Birthday + 8 Bank Holidays = Total 35 Days
Additional 2 days leave after 2 years' service
Additional 2 days leave after 5 years' service
Additional 2 days leave after 10 years' service
Work anniversary vouchers (£10 for every year reached)
Access to Westfield Health Plan after probation
Health Assured from Day 1
Early Finish Fridays (3pm finish on 2nd Friday of every month)
Dress Down Fridays every week
Buy & Sell annual leave (buy up to 5 days, sell up to 3)