Education Customer Experience Team Leader

3 days ago

Northampton UK, Northamptonshire, United Kingdom Connecting Education Full time

Are you an experienced education professional? Looking for a step out of the classroom but still want to make a positive impact to schools and children? This might be the role for you



The company

Based in Northampton, our client is an Education Technology company that produces award-winning reading and writing support software for children of all ages and abilities.


Hailed as ‘the gold standard of literacy software’, our products are used in thousands of schools around the globe, supporting learners with dyslexia, learning difficulties, physical disabilities, and other special educational needs.


The company has been active since 1991, is active in 23 different countries, and has won 12 prestigious awards. They have recently moved to a SaaS model and are on a significant growth curve.



The role

The Customer Experience team works with schools that have registered an interest in the company’s software. The objective is to understand the school’s challenges and then display how the company’s software and services can provide benefits and solve said challenges.


As Customer Experience Team Leader, you’ll help the team focus their efforts on handling inbound enquiries from schools and outbound telemarketing to convert schools who have registered interest into ‘sales qualified leads’ for the sales team to progress and convert into customers.


Often, the leads coming in aren’t ready for sales quite yet but have potential – they just need some nurturing. The objective is to move those who have registered interest into sales demonstrations.


Day-to-day includes:

  • Line-manage, coach, and motivate the telemarketing team to deliver proactive marketing support in line with customer needs and the business strategy, taking remedial action as necessary.
  • Make decisions on which telemarketing projects you and each team member will work on, for how long, and the success criteria.
  • Manage external telemarketing support agencies and workload to deliver business strategy.
  • Motivate the team (and lead by example) to take interested, qualified leads along the sales cycle.
  • Implement the strategy for nurturing our leads through a mix of helpful content and other calls to action.
  • Optimise lead nurturing processes through outbound telemarketing activities.
  • Keep abreast of new trends and apply best practices in inbound marketing.
  • Compile quarterly reports on campaigns with analysis of success criteria, reviews, and suggestions for improvements.
  • Making decisions on the methodology for implementation of agreed initiatives.


Problem-solving

  • Deal with any customer issues and care to ensure positive resolution, including delivery of requirements, resolution of queries, etc.
  • Regularly review the impact of campaigns to identify improvements.



The package

  • Up to £30,000 salary
  • An opportunity to own the department and make it your own with improvement and growth in mind
  • Hybrid working is available – Tuesdays and Fridays are optional work-from-home days.
  • 28 days holiday + bank holidays + 3 personal days when needed, i.e., for a duvet day – we all need one sometimes
  • Company goal to become carbon-neutral
  • Christmas and summer parties
  • Lots of involvement with local charity work
  • Building and growing products that make a real difference to children’s lives
  • The US team visits once per year, and they do a week’s worth of fun events
  • Excellent employee retention – lots of people have been with the business for several years
  • Very secure – no scare or job risk from the potential recession
  • Company pension



To be successful, you will…

…have experience in and a passion for education

…be interested in a role outside of the classroom

…have a positive and ‘can-do’ approach

…be comfortable speaking with schools on the phone

…have great leadership skills and be able to manage people and develop them

…be someone who takes initiative

…thrive team environment

…have an in-depth understanding of Dynamics CRM (or similar)

…be a highly competent MS Office user

…have good time management skills

…have strong communication skills (oral and written)



Apply

If you’re driven, ambitious, and want an opportunity to lead a business department, apply now

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