The purpose of the role is to support Signature to enable a world where everyone communicates seamlessly, inclusivity is the norm and where BSL is widely known and used.
The Customer Support Team Lead plays a crucial role in assisting Signature Centres to achieve its mission by supporting our centres to deliver the best service possible to anyone that undertakes our courses.
This is an exciting role, where, as the manager of the team who will be the external face of Signature, you will be the key person responsible for leading those who help our centres, teachers and learners to receive the best possible experience.
As Customer Support Team Lead, you will understand Signatures offerings in detail and actively partner with our centres to excel in their mission to make BSL accessible for everyone and provide the best learning experience for those that have made the commitment to learn BSL.
As the Customer Support Team Lead you will:
* Lead the Customer support team to achieve all their objectives and responsibilities, providing guidance and ensuring compliance both internally and externally.
* Manage the CS team to ensure all tasks are completed effectively and within stated targets.
* Deliver exceptional customer service to all Signature customers, both internal and external, including identifying the information required to achieve positive outcomes.
* Maintain an understanding of products and services to promote Signature to customers.
* Maintain an understanding of Ofqual (assessment regulator) and the impact of the conditions they regulate on customer support processes.
* Assist with any review of processes to ensure that all are appropriate and workable within CS team, will benefit the organisation whilst working with the Compliance team to ensure regulatory conditions are met.
Centres
* Oversee the administration of the centre approval process for new and existing centres ensuring any monitoring is completed within appropriate deadlines. Deliver efficient handover for final approval within deadlines.
* Ensure centre visits are arranged and attended in line with agreed procedures for new approvals and review requirements.
* Through new and ongoing relationships, provide advice to centres on delivering their existing portfolio of Signature qualifications as well as expanding to additional qualifications.
* Assist centres with any information required related to assessments, regulations qualifications, or approval as required.
Assessments
* Oversee the administration of all daily assessment processes following established procedures.
* Liaise with the Compliance team to manage work deadlines ensuring all external marking is delivered in accordance with our procedures.
* Lead on the administration of pre complaints correspondence and assistance on the appeals process in line with established procedures, ensuring deadlines are met where appropriate working with the assessment and compliance officer as necessary.
* Work with the Compliance team to ensure that any issues in relation to the standards of assessment at centres and/or level of service from external assessors are fed back as appropriate.
* Contribute to ongoing process improvement by identifying opportunities to increase quality and efficiency with the customer support team.
* Ensure advice and information is provided on all Signature products ensuring we support customers on all products including digital support products when required.
Job Types: Full-time, Permanent
Pay: £29,000.00 per year
Benefits:
* Free parking
* On-site parking
* Work from home
Application question(s):
* Interview date is on 18th September - Are you available?
Experience:
* recent Team Leader: 2 years (required)
Work Location: Hybrid remote in Durham DH1 1TH