Head of Operations and Customer Service (FI Online)

Job title: Head of Operations and Customer Service (FI Online)

Type of role: Permanent, remote role

Job type: Full Time (37.5hrs per week)

Report into: Managing Director of FI Online

First Intuition (FI) is an outstanding provider of accountancy training and apprenticeships. This is an exciting opportunity to join a fast-paced team with excellent career prospects. If you are hard-working and dedicated, FI is an ideal place to get ahead.

Job summary:

First Intuition (FI) Online is a provider of Online and Online Live courses via commercial sales for ACCA and CIMA courses. FI Online also supports the wider FI network in delivering high quality blended apprenticeship programmes. We pride ourselves on providing a personal approach to training, where people are at the heart of everything we do.

This role will oversee the operations and customer service team that support FI Online with the goal of building a team that is passionate about providing great service. You will work with senior stakeholders to ensure that the team have everything needed in place behind the scenes to meet the needs of our students and clients.

If you are someone that is looking for an opportunity to take real ownership of a service offering, if you are ambitious, solution-focused and passionate about providing a great service - this is the role for you.

Key Responsibilities:

Ensuring we are client and student centric, and deliver great customer service: At FI, service is at the heart of what we do. We want to ensure that the individual in this role is passionate about excellent service and how we can go above and beyond for our clients and students. This includes, but is not limited to:

· Establishing best practice for great service across our different customer groups.

· Leading a team that provides excellent service to our students and clients. This may include supporting on sales enquiries, offering guidance to learners, processing bookings and timely invoicing.

· Continually looking for ways to improve core processes (such as booking, invoicing etc) to not only make them more efficient for FI but easier for our learners.

· Ensuring proactive communication between FI Online and other FI regions to ensure that the online offering and key processes are understood

Having a clear understanding of our commercial position and how we can improve: The service team are often the first point of contact for students and also the team that oversees the vast majority of course sales. We want to ensure the individual in this role gains an understanding of how we are performing. This may include, but not be limited to:

· Acting as the “voice of the student” internally to provide feedback to the wider team on how we can improve our offering to better serve our students and clients.

· Monitoring weekly sales against budget and prior year.

· Providing insight to the FI Online MD on performance.

Taking responsibility for making sure we are set-up to deliver great service : When delivering a great service, it is important not to underestimate the importance of the key operational processes that happen behind the scenes. The Head of Operations and Customer Experience is responsible for the completion of core course operations for the delivery of FI Online courses. This may include, but not be limited to:

· The creation and management of courses in our CRM/SIS.

· Ensuring communication with learners and clients is timely and accurate prior to delivery of courses, and, between courses they might be studying via online.

Managing and developing a great team : We see this role as one of the leaders within our Online team. You will have the opportunity to shape the Online Operations team to help us deliver seamless course operations and fantastic student and client service.

Administrative : FI is an agile and fast-growing company. As such, you may be asked to support with a range of administrative tasks to ensure the efficient functioning of the team as and when required.

Skills and experience:

Essential:

· Previous customer-facing work experience.

· An understanding of the online training market and FI’s course offering.

· An understanding of sales enquiry and lead conversion processes.

· Excellent communication (both written and verbal) and relationship-building skills.

· Excellent customer/client care skills.

· Strong organisational and time management skills.

· A positive and solution-focused attitude to work.

· Ability to use initiative and proactively manage workloads.

· Flexibility and adaptability to changing workloads.

· Excellent attention to detail.

· Experience of leading a team.

Preferred:

· Experience in the retail and or professional services industries.

· An understanding of professional qualification training in a professional service environment.

IT Skills:

The following would be advantageous in this role:

· Working knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) and other commonly used office packages.

· Experience of using a CRM such as Administrate or Salesforce.

Location:

This role is remote, with periodic travel to the Birmingham First Intuition office, located in the city centre and within walking distance of main transport hubs.

FI is a flexible employer and therefore for the right person we would accommodate a balance of home and office work, although requirements of the role mean any such arrangement would not be contractual.

Reporting Line:

This role will report to the Managing Director of FI Online.

Benefits:

As a valued member of the FI team, you will benefit from:

• 30 days annual leave (based on fulltime hours) PLUS bank holidays
• Equipment provided for homeworking
• Flexible-working positive employer with a range of family-friendly policies
• Employee Assistance Programme: 24-hour confidential access to counselling and support services
• Competitive Pension
• Private Medical Insurance
• Training and development opportunities
• Long term career prospects in a growing company
• Employee perks including a range of discounts to suit your lifestyle

First Intuition are dedicated to safeguarding children, young people, and vulnerable adults. All roles require reference checks, an enhanced DBS, and online searches in line with KCSIE guidelines. This post is exempt from the rehabilitation of Offenders Act 1974.

First Intuition is committed to safeguarding and promoting the welfare of children and vulnerable adults. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here .

We are a disability confident employer, committed to equal opportunities for all applicants. If you need reasonable adjustments during the recruitment process, please let us know.