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Careers with learndirect Head of Customer Service

Head of Customer Service

Salary: £50,000 - £62,000 per annum
Contract type: Full-time, Permanent
Location: Bournemouth, SouthWest BH2

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.

The Head of Customer Service will be responsible for leading and managing the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves developing and implementing customer service policies, improving service processes, and overseeing the daily operations of the customer service department. The ideal candidate will have strong leadership skills, a customer-centric approach, and the ability to drive continuous improvement in service quality.

This role will be based full-time in our Bournemouth office.

Key Responsibilities and Accountabilities:

Leadership and Management:

  • Lead, mentor, and develop a high-performing customer service team.
  • Set performance standards and conduct regular performance reviews.
  • Foster a positive and collaborative team environment.

Customer Service Strategy:

  • Develop and implement customer service policies, procedures, and standards.
  • Create and execute a strategic plan to enhance customer satisfaction and loyalty.
  • Analyse customer feedback and service metrics to identify areas for improvement.

Operational Oversight:

  • Oversee the day-to-day operations of the customer service department.
  • Ensure the efficient handling of customer inquiries, complaints, and escalations.
  • Monitor and manage service levels, response times, and resolution rates.

Process Improvement:

  • Identify and implement process improvements to streamline service operations.
  • Utilize technology and automation to enhance service efficiency and effectiveness.
  • Collaborate with other departments to address and resolve systemic issues.

Customer Experience:

  • Champion a customer-centric culture throughout the organization.
  • Ensure consistent and high-quality customer interactions across all touchpoints.
  • Develop programs to enhance customer engagement and retention.

Reporting and Analysis:

  • Prepare and present regular reports on customer service performance.
  • Analyse data to identify trends, root causes, and opportunities for improvement.
  • Develop action plans based on insights and track progress against goals.

Financial Conduct Authority (FCS) Regulations and Guidance

As part of your role, you are responsible for ensuring compliance with all relevant Financial Conduct Authority (FCA) regulations and guidance. This includes, but is not limited to:

  • Understanding and adhering to the FCA’s rules and guidelines applicable to your role.
  • Staying informed of any changes or updates to FCA regulations.
  • Ensuring all activities and processes within your scope of work conform to the regulatory requirements including but not limited to the FCA’s principles for business and code of conduct rules.
  • Applying the FCA’s Treating Customer’s Fairly and Consumer Duty frameworks.
  • Reporting any non-compliance issues or concerns to the relevant compliance officer.
  • Completing any training and development programmes related to regulatory mandatory and compliance as required by the business.

Your commitment to regulatory compliance is essential to maintaining the Company's standards and reputation.

What we are looking for in you:

  • Proven experience in a senior customer service or management role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in customer service software and CRM systems.
  • Analytical mindset with the ability to interpret data and metrics.
  • Customer-focused with a commitment to delivering exceptional service.
  • Problem-solving skills and a proactive approach to addressing challenges.
  • Caring and helpful personality

Why work with Us?

  • Complete a funded 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 
  • 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.

Proposition: Empowering people to reach their potential

Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’.

Our Vision: To create the modern approach to learning

Our Values: Working with PACE we strive to be:

Passionate “We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other”.

Agile “We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities”.

Courageous “We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach”.

Empowering “We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view”.

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