Are you passionate about customer service, learner support, and leading high-performing teams? We’re looking for an experienced Delivery Team Leader to join our Customer Operations team and play a key role in delivering an outstanding experience for our learners.
In this role, you’ll:
- Lead and support a team of three to deliver high quality customer experience
- Put learners at the heart of everything you do, ensuring excellent support and outcomes
- Work closely with the wider team to delivery qualifications efficiently and effectively
- Drive continuous improvement across service delivery and customer satisfaction
We are looking for someone who:
- Has strong leadership and people management skills
- Is highly customer-focused with a learner first mindset
- Thrives in fast-paced, purpose driven environments
This is a maternity cover fixed term role, where you can make an impact on learners’ journeys and lead a team that cares about quality and services.
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:
o Reactive operational support
o Customer communications and learner support
o Intake groups
o Tutor liaison
o 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 TBC (depending on experience)
Working week Flexible hours between 9am – 5pm
(between 20 - 37 hours per week)
Annual leave 26 days annual leave per annum based on a 37-hour
week (plus bank holidays) pro-rated to working hours
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
Recruitment Process:
Those who wish to be considered should apply by no later than 12 June 2026.
Interviews will take place w/c 15/06/26
