Customer Service Manager

• Leading the Service team by acting as coach, mentor and role model.

• Creating an environment where students and alumni are inspired and motivated to engage with English in-center, online and in real-life

• Managing day-to-day Service and guaranteeing smooth operations, ensuring delivery of a premium educational experience to Students

• Ensuring that Standard Operating Procedure is followed at all times 

• Partnering with the Principal and Admission Manager to create a strong link between the Service Team and Sales Team

• Working with Human Resources to manage recruitment activities and ensure people development strategies to support continuous development, retention and premium results are in place

• Working with the Corporate Sales Team and ensuring Corporate Students have the same learning experience whether in-center or offsite in company locations by managing these courses.

• Tracking, analyzing and report Center Service performance and providing solutions for improvement areas, ensuring that student satisfaction and learning levels exceed expected benchmarks

• Driving engagement of staff, students and alumni in complementary informal learning communities using digital tools, social media and in-center promotion and by managing monthly Social Club Calendar

• Implement new products and systems when required and maintaining the Center’s image and IT assets

• Managing the upkeep of their centers and ensuring that they are kept in top form

• Delivering advising sessions and doing level checks

• Regularly observing, giving feedback to and evaluating both new and regular staff

Key challenges:

• Ensuring a consistently premium online and offline Service and learning experience

• Ensuring Student learning is guaranteed

• Meeting challenging targets regarding Student Success and internal sales

• Ensuring Staff and Students trust the Speak Up's method to guarantee learning

• Leading, motivating and developing a team of people from diverse backgrounds and skills levels

• Together with the Principal and Admission Manager ensuring there is coordination and teamwork across the Sales and Service departments

• Planning and prioritize to ensure both short term and long term Center goals are achieved

• University degree

• Team leadership experience, ability to lead, motivate and develop a team

• Excellent interpersonal skills—patient, responsible, and empathetic

• Inspiring and supportive to staff and Students

• Target driven

• Passionate about training, teaching and coaching

• Driven to succeed

• 5-6 days per week

• 40-48 hours per week – as needed by center

• Schedule falls on both weekdays and weekends and both mornings and nights

• Competitive income
• Working in shift
• Hourly compensation