The Success Lead manages a multi-functional team of 6/7 staff who serve our cohort of around 1200 students and families as well as our 300+ strong tutor network. Servicing markets in the UK and Asia this vital role is focused on driving high levels of engagement, support and compliance in these vitally important groups.
This is a full-time, in-office role based near the Metro Centre in Gateshead.
The Person
This role would be ideal for a dynamic and experienced team manager, with a focus on high performance, continuous improvement and driving process efficiencies. You should also be comfortable analysing data trends, coaching and developing others, and collaborating across functions. This is an excellent opportunity to make a real difference in a small but rapidly scaling business.
Summary of Responsibilities
* Lead a team of support staff to deliver exceptional support and engagement to students, families and tutors.
* Drive best-match allocations of students and tutors within SLA
* Provide operational oversight for the international (Asia/TEFL) business unit
* Accountable for driving Tutor Success, compliance and coordination through induction, training, and ongoing engagement.
* Work closely with the People Team to ensure the active tutor pool meets forecast demand by subject, level, and availability window
* Work closely with Revenue Operations to maintain financial integrity across allocations, lesson logging, and billing
* Act as the senior escalation point for complex student, parent, or tutor matters
* Use CRM data to identify bottlenecks, diagnose conversion drop-off points, and drive measurable improvements
* Maintain compliance with safeguarding, data protection, and operational standards at all times
* Coach and develop team members responsible for allocations, scheduling, and student engagement
* Contribute to platform and process improvements, including the integration of AI and automation tooling where it improves operational outcomes
* Maintain and promote a high-performance, high-accountability team culture
About National Learning Group
National Learning Group (NLG) is one of the UK's leading tutoring providers, delivering personalised 1-to-1 tuition to thousands of students every year through a network of vetted, managed tutors. We are a previous National Tutoring Awards winner and a consecutive finalist, working with private clients, schools, and local authorities nationwide.NLG has ambitious growth plans over the next 3 to 5 years, scaling its student volume, expanding into new service lines including alternative provision, and building out the operational and technology infrastructure needed to support that trajectory. The Success Lead will play a central role in delivering this growth.
Qualifications
* 2+ years in a lead or senior role within a high-volume fulfilment, customer success, or service delivery environment
* Demonstrable experience managing SLAs and operational KPIs
* Track record of using data (conversion, attendance, retention, utilisation) to identify and resolve bottlenecks
* Experience leading, coaching and developing others
* Strong CRM proficiency, including reporting and workflow configuration
* Proven performance against quality and compliance standards
* Confident escalation handling with parents, customers, or external stakeholdersAbility to operate calmly and decisively under operational pressure
* Experience in education, tutoring, or a regulated youth-facing environment
* Experience acting as a Designated Safeguarding Lead (DSL) or significant exposure to high-level safeguarding leadership and complex case management in an educational or regulated youth-facing environment
* Experience designing or improving onboarding or matching processes
* Working knowledge of AI tooling applied to operational workflows (automation, prompt-based workflows, AI-assisted matching or triage)
* Intermediate or above in Microsoft Excel
* Experience supporting a business through scaling or operational transformation
Why This Role Matters
NLG is entering an ambitious growth phase backed by external investment, with clear plans to scale significantly over the next 3 to 5 years. Delivering that growth depends on the operational engine the Success Lead owns. This is a commercially significant role with a clear path to senior operational leadership as the business scales. The right candidate will be ambitious, accountable, and motivated by being measured on outcomes that directly drive the company's growth.
Benefits
* Competitive Salary - negotiable, depending on experience and fit
* Flexible Holidays - 31 days (incl. bank holidays) plus the option to buy up to an additional 5 days holiday per year
* Casual dress code
* Free & on-site parking
* Strong transport links
* Company pension
* Health Cash Back Plan
* 37.5 hours per week
* Monday to Friday
Safeguarding
We are committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practices, including an Enhanced DBS check, satisfactory references, and pre-employment screening. As part of this process, all applicants will be required to complete a self-declaration of any criminal convictions, cautions, reprimands or other information that may be relevant to working with children.
Salary / Rate
£28,000 to £32,000 a year (DOE)
Reporting To
Operations Director
Job Types
Full-time, Permanent
Equal Opportunity
The National Learning Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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