We are seeking a dynamic and highly organized Learning Services Operations Team Lead to oversee the day-to-day delivery of our training centre/meeting room operations and our managed learning service clients. This role requires a strong focus on customer service, operational excellence, and stakeholder engagement.
You'll play a critical role in ensuring an exceptional onsite experience for our learners and clients as well as smooth support to our managed learning service clients by working closely with internal teams and external suppliers. If you are proactive, people-oriented, and passionate about Learning & Development, we'd love to hear from you.
Key Responsibilities
* Lead the daily operations of the meeting rooms/co-working space, ensuring service standards are met and exceeded.
* Deliver exceptional front-of-house service to clients, learners, and visitors; manage reception duties including meet and greet, handling queries, and liaising with suppliers.
* Collaborate with the premises team to maintain high standards of cleanliness and readiness across reception, meeting rooms, and dining area.
* Respond to and resolve onsite queries and escalate facility-related issues for prompt resolution.
* Ensure Health & Safety and evacuation procedures are understood and followed by all visitors and staff.
* Ensure administrative activities for our leadership development programmes and managed learning services clients are actioned in a timely manner.
* Act as the primary point of contact for learners and clients, supporting them with queries related to training, room bookings and ILM qualifications.
* Maintain and update our client learning portals, handling scheduling, registration, learner tracking, and reporting.
* Assist with events and business development initiatives as required.
* Oversee inventory management and supply ordering to ensure smooth day-to-day operations.
* Collect and act on customer feedback to continuously improve service quality.
* Support ongoing development and implementation of internal processes and procedures, ensuring we stay ISO compliant.
* Identify new opportunities for operational improvement and an enhanced client experience.
Skills and Experience Required
* Proven experience in a similar operations or front-of-house role, ideally within a training or learning services environment.
* Strong understanding of customer service principles and a commercial mindset.
* Exceptional organisational and time management skills; able to manage multiple priorities effectively.
* Strong verbal and written communication skills.
* Excellent IT proficiency, including MS Outlook, Word, and Excel.
* Strong stakeholder engagement skills with the ability to influence and build relationships across levels.
Personal Attributes
* Positive, enthusiastic, and proactive approach to work.
* Approachable, friendly, and committed to providing an outstanding client experience.
* Confident and professional in appearance and communication.
* A team player who can also work independently and take initiative.
* Reliable, punctual, and resilient with strong problem-solving skills.
* Adaptable to change and capable of handling shifting priorities.
* High attention to detail and a commitment to maintaining high standards.
Job Types: Full-time, Permanent
Pay: Up to £30,000.00 per year
Benefits:
* Company pension
* On-site parking
Ability to commute/relocate:
* Horsham RH12 1AY: reliably commute or plan to relocate before starting work (required)
Work Location: In person