Customer Care Team Leader

Job Roles:
Team Leader
Organisation Type:
Further Education
FE College
Contract Type:
Full Time
Subject Area:
Other Subjects
North East
Contract Term:
Salary Description:
13th Jun 2018
Start Date:
Learning Curve Group
Job Ref:


This role requires someone who is able to drive outstanding customer care, within the customer care team, ensuring the learner is at the heart of everything we do..
Description You will work closely with the Flexible Leaning Delivery Manager to ensure objectives and targets are met and you will oversee activities to ensure staff are delivering to company standards and providing high quality service for all of our customers.

Key Responsibilities and Duties:

• Ensure that the Customer Care Team has adequate training and resources to carry out their key tasks and responsibilities;
• Prioritise team activities and workload, ensuring maximum utilisation of time and benefit in order that key objectives and targets are achieved;
• Lead the team in identifying and action planning on at risk learners and ensuring learner retention policy is adhered to;
• Participate in day to day activities of adhoc projects;
• Support and train colleagues as and when required;
• Produce and distribute weekly reports;
• Analyse data to target at risk learners;
• Ensure accurate recording of learner’s data onto company systems;
• Generate reports as requested;
• Ensure accuracy of all tasks in the LCG processes relevant to the support of Learners, ensuring a clear audit trail is evident following policies and procedures;
• Be proactive in identifying workable solutions to resolve issues identified
• Oversee and action all queries relating to Flexible Learning Delivery
• Action and maintain the Learner Survey Feedback from Flexible Learning Learners
• Oversee and manage the Additional Learner Support Process


You’ll need these important qualities:
• Adaptable and able to work under pressure
• Strong attention to detail
• Good people skills for developing relationships with colleagues at all levels
• The ability to prioritise and plan the teams workload in order to achieve KPIs
• Have experience in leading a team in a customer focused setting
• Able to train and support team members to provide excellent customer satisfaction

Apply Now

Closing Date:
Contact Details:
Learning Curve Group
Tel: n/a
Contact: n/a

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