Customer Service Centre Manager

The Role:

You will be managing and developing a professional, customer-focused customer service centre service that ensures a smooth experience for everyone involved. You will also lead a strategy to enhance customer experience and boost recruitment for New City College. 

Who you are;

If you are a proactive and professional individual with a talent for customer service and team leadership, a commitment to continuous improvement, and the ability to effectively motivate teams and manage processes, we welcome your application. 

Key Skills and Experience:

You should have experience of leading teams and achieving great results and have experience of working in roles where you provide information and advice to customers.  You should also have an aptitude of using IT applications like Management Information Systems and databases. You should be able to demonstrate your knowledge of Education Processes such as enrolment and student fee assessments and course enquiries. You should also be skilled at producing and interpreting data reports. 

Key Responsibilities:

Develop and implement efficient customer service centre processes.

Lead and develop a professional customer service centre team.

Ensure your team has all the accurate information they need.

Maintain high standards and ensure compliance with legal and professional requirements.

Work closely with Marketing and Customer Services to ensure a cohesive approach.

Manage training programs to keep your team knowledgeable and skilled.

Produce regular statistics and reports to keep everything on track.

Handle other necessary tasks to maintain high standards.

Support student safety and wellbeing, including protecting them from risks.

What We Offer:

Pension: New City College provides a career average pension scheme for all staff. Support staff fall under the Local Government Pension Scheme

Accessibility: All college sites are easily accessible for wheelchair users and via public transport (bus, DLR, or tube).

On-Site Facilities: Free access to on-site gym facilities at some campuses and on-site cafes serving subsidised food and drinks.

Staff Development: Five CPD (Continuing Professional Development) days per year, with access to industry-standard facilities and a collaborative working environment. Leading to opportunities for career advancement and professional development in a supportive setting.

Financial Perks: Interest-free loans for annual travel season tickets. Health cash plan (reimbursement for dental, optical, and therapy treatments) and a completely confidential Employee assistance program.

Discounts: Save money on day-to-day expenses, shopping, dining out, DIY, and travel.

Technology Access: Office 365 and Adobe Suite available for personal devices.

Interviews will take place on Tuesday 27th May. 

The closing date given is a guide only. There may be some occasions where we have to close a vacancy once sufficient applications have been received. It is therefore advisable that you submit your application as early as possible to avoid disappointment. 

About New City College:

New City College is a sector leading college group with campuses spanning east London and south-west Essex as well as two language schools. When you join NCC, you'll join a forward-thinking, dynamic team, sharing best practice to deliver first class education and skills for the benefit of our students and wider communities. 

Our college environment is second to none. We boast industry standard facilities and equipment, expert staff and partnerships with other high-profile organisations which all prepare students for progression to higher education or successful careers. Furthermore we make sure we're a step ahead when it comes to the skills and technology needed for the jobs of tomorrow, so that employers across the region - and nationally - know where to come to update their staff teams' skills and qualifications.  

New City College's 7-college merger and our combined skills and expertise places us at the forefront of further education in the UK, spanning sixth form education, adult skills, apprenticeships, ESOL, EFL and SEND. With a turnover of £130m, 20,000 students and 2,000 staff it is one of the strongest and most influential FE organisations in the country.  

At New City College we're proud of our inclusive and diverse staff and student community. We are united in our zero tolerance approach to racism and discrimination. As we develop our longer-term vision, we will continue to ensure that we invest in our staff and other resources to provide a distinctive offer and excellent, supportive learning environment which meets the needs of students and employers and prepares local people for their exciting future. 

As the College supports a number of children and vulnerable adults, all staff are exempt from Section 4(2) of the Rehabilitation of Offenders Act 1974.