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Careers with learndirect

Customer Service Team Leader

Salary: £28,000.00
Working hours: 37.5 per week
Contract type: Full time, Permeant

Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.

As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.

From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.

Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need.

With rapid expansion well underway, you could become a part of the online solution to educational needs.

Job purpose:

  • To manage the Customer service agent’s day-to-day performance.
  • To drive the continuous improvement of the Customer journey.
  • To continually improve the efficiency and effectiveness of the team.
  • Protect the reputation of the business by driving exceptional Customer Service.

Key Responsibilities and Accountabilities:


  • Day to day adherence and management of the team to ensure key performance indicators (KPI’s) are met.
  • Complete and document monthly 121’s with all team members to provide feedback, motivate and ensure agents are meeting their KPI’s.
  • Complete and document quality checks and provide feedback to constantly improve the quality of the service the team are providing to our learners.
  • Create training documents to streamline onboarding training and as a reference guide for established agents.
  • Provide performance management to customer service agents who are underperforming or showing unacceptable behaviours in line with the companies HR policies.
  • Complete RTW and follow HR processes in line with the company guidance for absence management.
  • Build a succession plan within the team to ensure high performers have a clear progression path to maintain a low attrition.
  • Define the skills model to recruit the best talent, and ensure our people are supported by knowledge and training and provided on-the-job coaching.

Service / Reporting

  • Complete daily/weekly/monthly reporting on KPIs to senior management.
  • Drive performance management metrics and reporting to ensure we always deliver on our SLAs and continuously improve where needed.
  • Ensure adequate resource availability through shift management and holiday approval.
  • Consistently review our systems and processes to drive efficiency gains.


  • Work closely with all other departments to continuously improve the business.
  • Support the process of transitioning acquisition customer service departments into a centralised function.
  • Work closely with the Operations Manager / Admin Manager to ensure smooth transactions between customer service and the delivery department.
  • Support your line manager in day-to-day tasks as necessary.

What we are looking for in you:

  • 3 years’ experience of being a people leader in a call centre environment.
  • Experience of managing a customer service department
  • Proven experience of process improvement
  • Proven experience of performance improvement of a team.
  • Proven ability of adaptability and courage to try new approaches to problems.
  • Able to make decisions assertively.
  • Able to communicate effectively with a diverse range of personalities.
  • Hard-working, trustworthy and a need to do what is right by the customer, the team, and the business.

Why work with us?

  • Complete a course of your choice after your probation period
  • Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day
  • £50 Amazon thank you Voucher for your birthday
  • Company pension scheme
  • Employee Assistance Programme
  • Perkbox Corporate Perks
  • Refer a friend scheme
  • Inclusive culture and positive working environment
  • Staff social events

We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.


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