Join our Customer Operations team We have a fixed-term opportunity (covering maternity leave until February 2027) with flexible hours to suit you — between 20 and 37 hours per week, spread over five days per week (Mon-Thurs).
The Delivery Team Leader manages delivery coordination across the learner journey, supporting programme commencement, in-flight student needs, logistics and customer communications. The post holder balances hands-on delivery activity with leadership responsibility for the wider team.
This is a hands-on role, typically 75% direct output and 25% team leadership.
Responsibilities:
Team Leadership (~25%)
* Lead, guide and support the Delivery team
* Allocate and prioritise workloads in alignment with delivery cycles
* Monitor quality, timelines and service standards
Operational Delivery (~75%)
* Manage core coordination activity including:
* Reactive operational support
* Customer communications and learner support
* Intake groups
* Tutor liaison
* Setup logistics
* Support onboarding and pre-intake activity
* Manage ongoing communication with internal and external stakeholders
* Ensure information is accurate and up to date across systems
Customer Satisfaction
* Maintain proactive learner support channels
* Ensure communications are timely, relevant and supportive
* Coordinate resolution and escalation of delivery related issues or queries
Service and Process Improvement
* Identify opportunities to streamline, automate or simplify delivery workflow
* Maintain process documentation and training guidance
* Support development of reporting tools and dashboards
Person Specification
* Operational or customer service experience
* Excellent customer handling skills
* Strong proactive problem-solving ability
* Able to work flexibly and adaptively across priorities
* Experience leading small teams
* High level of accuracy and attention to detail
Terms and Conditions:
Salary: Up to £30,000 per annum gross (pro-rated to hours of work)
Working week: Part-time (part-time hours 5 days per week – flexibility around hours of work)
Annual leave: 26 days annual leave per annum pro-rated (plus bank holidays)
Location: Office-based, in Solihull.
Our People Perks
✓ Hybrid working
✓ Pension enrolment from first day of service
✓ Private Medical Insurance and Cash Plan Schemes provided
✓ Option to buy or sell annual leave days
✓ Employee Assistance Programme
✓ Mental Health Hub
✓ Benefits hub, discounts across a broad range of partners
✓ Early Fridays, finish half an hour early every Friday
✓ Close-down over the annual festive period
✓ 1 paid volunteer day per year to give something back to the community
✓ Plus many more
Job Types: Full-time, Part-time, Fixed term contract
Contract length: 12 months
Pay: Up to £30,000.00 per year
Expected hours: 20 – 37 per week
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Private medical insurance
* Sick pay
* Store discount
Ability to commute/relocate:
* Solihull B90 4ZL: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Do you have experience of customer service?
* Do you have experience of leading small teams?
Work Location: Hybrid remote in Solihull B90 4ZL