Head of Distance Learning - Customer Service Manager

We are currently recruiting for a Head of Distance Learning. This critical role will provide operational leadership of the delivery teams (tutors and learner support) across distance learning provision, including AEB subcontracting, Advanced Learner Loans, Full Cost and Scotland. It will ensure a high-quality learning experience leading to outstanding progression, achievement and destinations for all learners. Develop and maintain practices and procedures that provide an outstanding learning experience.

The Role

• Provide positive leadership & management across remit by creating and contributing to a dynamic, supportive and innovative environment that encourages commitment to the achievement of high standards and performance.
• Line manage and deploy a team of tutors and learner support staff who focus upon improving all aspects of the quality of distance learning provision
• Lead the promotion and implementation of effective teaching, learning, assessment and support across distance learning provision to ensure that learners are engaged and supported, and that learners progress
• Maintain an expert knowledge of the curriculum offer, and provide effective training and development for staff under this remit to ensure this knowledge and expertise is developed across the division
• Contribute to the design of innovative distance learning programmes and the teaching, learning, assessment and support approaches within them
• To ensure contractual targets and other quality targets are achieved across distance learning provision
• To ensure all learners and employers receive a quality experience across all levels of provision, including monitoring and reporting as appropriate
• To provide regular progress reports and statistical information across all areas of delivery.

Candidate

• Experience of leading the delivery of exceptional levels of customer service, particularly in remote settings (online / call centre etc.)
• Ability to work under pressure and to problem solve effectively
• Ability to manage multiple concurrent priorities
• Strategic thinking
• Sound judgement
• Ability to communicate and interact at all levels
• Be able to represent the company professionally at all times
• Exemplary communication skills
• Acting in a decisive manner when required
• Strong analytical skills
• Experience of leading curriculum and/or support provision in an education or training setting is desirable
• Experience of distance learning or online training is desirable.

Perks:

• Excellent CPD opportunities
• Perkbox subscription
• Eye care voucher

This position will suit anyone who has worked as a Customer Service Manger, Contact Centre Manager, Call Centre Manager, Customer Care Manager.