Please note this position is for internal applications; only current Activate Learning Employees will be considered for this role.
About the role:
Activate Learning have an exciting opportunity for a Deputy Contact Centre Manager to join our established Team at Reading College.
Reporting to the Group Contact Centre manager, you will lead and manage the operational delivery of the Contact Centre alongside two other deputy managers, providing advice and guidance for queries across all our colleges and ensuring the team deliver an exceptional customer experience. The team is often the first point of contact for many current and new learners, so it is important that we deliver an outstanding customer experience which raises the reputation of Activate Learning and sets it apart from other providers.
You will be instrumental in growing and developing our team of advisers, supporting them to provide a customer-focused admissions services that meets strategic performance targets and complies with quality control systems and regulatory guidance.
Key Responsibilities:
1. Managing KPIs, including telephone service rates, average handle time, first point resolution, customer service levels and customer satisfaction.
2. Complaint Handling and resolution.
3. Call Monitoring and Compliance.
4. Reporting and Analysis.
5. Staff resource management.
6. People management, training, coaching, absence and performance management, staff reward and recognition.
7. Staff recruitment.
8. Support with inbound telephone and email enquiries, applications and enrolments.
This is a permanent, full-time position based on-site at our Reading College campus. Please note that this is an in-person role and does not offer flexible/hybrid working.
Interviews will take place in person on the 8th December in Reading with the Group Contact Centre Manager and Group Head of Advice and Admissions.
What do you need to be a successful as a Deputy Admissions Operations Manager at Activate Learning?
The ideal candidate will bring proven leadership experience within a customer service environment and a strong customer focus. Experience in a contact centre setting would be an advantage. They should be highly organised, able to thrive in a busy, target-driven environment, and demonstrate excellent people and performance management skills. Strong interpersonal and communication abilities are essential, along with the capability to manage, train, and coach a team effectively. The role also requires someone who can identify process and system improvements, apply strong analytical thinking, and solve problems with confidence.
Internal applicants - What do you need to do next?
If this feels like the right opportunity for you, please submit your application by completing the attached internal expression of interest, clearly outlining your suitability for this role.