Here at the Leadership Skills Foundation we aim to provide the best support for allcentres looking to start their journey with us through delivering our recognisedleadership qualifications, awards and programmes. Over the past 40+ years we havesupported millions of young people to develop essential leadership skills throughachieving our courses.
Over 2,500 organisations (centres) across the education and community sectors arealready on their leadership journey with us. With an aim of reaching over 200,000young people per year through our leadership offer by 2028, this role will be integralto ensuring a centres journey with the Leadership Skills Foundation is aneffortless one.
Having recently settled into our new identity and expanding the portfolio ofprogrammes we have on offer, this role will work closely with our Business Development team, Admin team and Quality Assurance team to ensure that our existing delivery centres are sufficiently supported to forge a sustainable leadership pathway.
Were looking for someone to adopt a consistent relationship management process to support all staff at existing delivery centres and to on-board new centres. Organisation and efficiency, along with a clear communication style and an ability toeffectively manage data are essential skills for this role. This role necessitates that the successful candidate be creative with their ideas to enable the successful relationship management of our centres, while also effectively handling phone calls, emails and queries via an online live chat function.
Role Purpose:
Provide appropriate support to centres when they contact the Leadership Skills Foundation.
Establish consistent and robust engagement and relationship management practices including logging touch points and interpreting data with a variety of our customers.
Respond to centre enquiries, help resolve technical issues and potential issues to delivery.
Key Responsibilities:
Provide personalised support via effective relationship management strategies to support customers with any queries and issues across the customer journey in line with the Customer Experience Strategy.
Proactively seek opportunities to create and maintain strong working relationships with centres that seek support from the organisation via central communication channels (phone, emails and live chat).
Provide proactive and customised centre outreach that constantly seeks to elevate the experience of existing centres including recording accurate and timely customer intelligence.
Resolve programme/service issues, troubleshoot challenges and support centres that are having difficulty accessing resources, registering their course(s) and/or learners.
Support centres as they work through various policies and procedures. For example, the maintain and withdrawal procedures.
Support Business Development strategies to meet agreed objectives and budgets.
Utilise insight and reporting systems (various) to provide analysis and updates in relation to learner registrations and other centre insight metrics.
Ensure sales planning, pipeline and forecasting exercises are completed on a regular basis, including annual budgeting to maximise learner and programme registration opportunities.
Any other centre-facing tasks that need completing at various times of the year.
To carry out any other duties as requested to support the work of the Leadership Skills Foundation commensurate with the grade and level of responsibility of the post, for which the post holder has the necessary experience and/or training.
Skills & Experience:
Essential
Experience in a customer facing role with an emphasis on customer services
Experience of working on own initiative and being a self-starter
An understanding of the principles and importance of data capture to support decision making
Strong interpersonal and communication skills, as well as confidence to express your ideas
Creative thinking and solutions focused when addressing challenges
Ability to present information concisely using Microsoft Office programmes
Experience of using databases and managing data
Ability to prioritise own workload
Able to multi-task, work calmly under pressure and meet deadlines
A passion for helping every young person to realise their potential through leadership skill development and volunteering
Desirable
Experience of working in a remote or home working environment
Analytical thinking and evaluation skills
Experience of using or creating Power BI reports
Knowledge of Leadership Skills Foundation qualifications and awards
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