Customer Support Team Leader

Customer Support Team Leader  required for a new, permanent role in the Durham area working for a leading awarding body for deaf communication and language qualifications in the UK



The Role

The position of Customer Support Team Leader is a key position to deliver exceptional customer service and being part of a supportive team that works tirelessly to ensure no one is left behind. The company believes in investing in their employees growth and development, providing opportunities to learn, improve, and ascend in their careers, they aspire to create an environment where every team member feels proud, valued, and respected.



The purpose of the role is to support the company to enable a world where everyone communicates seamlessly,  inclusivity is the norm and where British Sign Language is widely known and used.  The Customer Support Team Lead plays a crucial role in assisting  to achieve the company’s mission by supporting their centres to deliver the best service possible to anyone that undertakes one of their courses.   This is an exciting role, where, as the team leader you  will be the external face of the company, you will be the key person responsible for leading those who help, teachers and learners to receive the best possible experience.  As Customer Support Team Lead, you will understand the companies offerings in detail and actively partner with our centres to excel in their mission to make British Sign Language accessible for everyone and provide the best learning experience for those that have made the commitment to learn British Sign Language.



Main Duties

Lead the Customer support team to achieve all their objectives and responsibilities, providing guidance and ensuring compliance both internally and externally.

Manage the Customer Service team to ensure all tasks are completed effectively and within stated targets.

Deliver exceptional customer service to all customers, both internal and external, including identifying the information required to achieve positive outcomes.

Maintain an understanding of products and services to promote to customers.

Maintain an understanding of Ofqual (assessment regulator) and the impact of the conditions they regulate on customer support processes.

Assist with any review of processes to ensure that all are appropriate and workable within Customer Services team, will benefit the organisation whilst working with the Compliance team to ensure regulatory conditions are met.

Oversee the administration of the centre approval process for new and existing centres ensuring any monitoring is completed within appropriate deadlines.  Deliver efficient handover for final approval within deadlines.

Ensure centre visits are arranged and attended in line with agreed procedures for new approvals and review requirements.

Through new and ongoing relationships, provide advice to centres on delivering their existing portfolio of qualifications as well as expanding to additional qualifications.

Assist centres with any information required related to assessments, regulations qualifications, or approval as required.

Oversee the administration of all daily assessment processes following established procedures.

Liaise with the Compliance team to manage work deadlines ensuring all external marking is delivered in accordance with our procedures.  

Lead on the administration of pre complaints correspondence and assistance on the appeals process in line with established procedures, ensuring deadlines are met where appropriate working with the assessment and compliance officer as necessary.  

Work with the Compliance team to ensure that any issues in relation to the standards of assessment at centres and/or level of service from external assessors are fed back as appropriate.       

Contribute to ongoing process improvement by identifying opportunities to increase quality and efficiency with the customer support team.            

Ensure advice and information is provided on all  products ensuring you support customers on all products including digital support products when required.



The Person

The ideal candidate will excels at providing accurate support to their customers and centres, always leading with a friendly and approachable attitude to every interaction in order to ensure all our stakeholders have a positive experience.

Honesty and transparency are crucial to you, as you communicate openly and truthfully with both colleagues and customers. The ideal candidate will demonstrate excellent decision-making skills, ensuring that they make informed and effective choices in all situations. They are also highly self-aware, understanding their own limits and seek help or guidance when necessary.

As Team Lead, you are skilled at managing people and ensuring the team’s workload is fair, ensuring that tasks are distributed equitably and efficiently and that a high standard is being maintained by the team.

Experience with the following software is required -

Microsoft Office Suite.

Telephone/Textphone/Short Message Service (SMS)

IRIS



Remuneration

£29,000 per annum



This is a permanent position and Corepeople Recruitment Limited will be acting as an employment agency for permanent recruitment on behalf of our client.



By applying for this job you accept the T&Cs, Privacy Policy and Disclaimers which can be found on our website.