Introduction

Learning Curve Group are one of the UK's most diverse training providers with a large and catalogue of nationally accredited online short courses. Fully funded, they are very popular, but we want to keep promoting and spreading the word to transform peoples lives through learning. The Head of Call Centre role is important in driving the client services team, ensuring that we are maximising opportunities at all avenues.

Key Responsibilities

The Role
Provide leadership and high-level motivation to the client service teams to drive consistent performance across the department. The post holder will lead by example and continuously work to ensure employees performance is reviewed regularly against company KPI’s. Working closely with the Commercial Director you will ensure the client services team drives forward the companies planned strategic growth.


You will need these important qualities:
  • Outstanding people management and inspirational leadership skills
  • The ability to motivate large teams
  • An eagerness to initiate and drive change
  • Excellent communication skills

Key Responsibilities and Duties:
  • Manage, motivate and develop the Client Engagement team, ensure they are delivering to meet the company’s strategic goals
  • Drive a culture of change focussing on target driven sales
  • Development of staff through regularly reviews setting objectives via the Purple People system
  • Ensure customer experience exceeds their expectations, driving improvements where in the service where necessary  
  • Work closely with internal stakeholders (Curriculum, MIS, Inductions and Tutor Support) to constantly review performance to drive a culture of continual improvement
  • Develop ongoing robust sales training focussing on:
    • Break out of comfort zones with new confidence-building techniques
    • Develop a PRE call plan
    • Construct the anatomy of the call, including opening lines to engage new opportunities
    • Understand what you say and how you say it
    • Work with gatekeepers and receptionists
    • Harness the power of highly effective questioning, with tools to apply on calls
    • Tools to develop listening
    • Follow up on opportunities that have gone quiet
    • Pre-empt and handle objections
  • Identify area’s of weakness in the current processes, procedures and drive solutions to the executive board
  • Generate ad hoc and regular reports in relation to the client engagement team
  • Conduct your role in line with the behaviour aligned with our company values
  • Comply with and follow all processes within The Safeguarding Policy, ensuring safely of all learners is paramount
  • Comply and follow all processes within the Health and Safety Policy
  • Comply and follow all processes within the IT Policy and, Data Protection and Information Security Policy
  • Promote equal opportunities and recognition of diversity throughout the company
  • Ensure the maintenance of confidentially and professionalism at all time


Benefits

  • Holidays – 26 days + bank holidays
  • Pension – 5% from yourself, 3% from LCG
  • Healthcare and Tech scheme
  • Social events
  • Keeping in touch meetings
  • Amazing Headquarters
  • CPD

Essential Critiera 
  • Experience as a supervisor / manager in a call centre environment
  • Experience of coaching sales staff
  • Experience of driving improvement and change
  • Strong written and verbal communication skills
  • Problem-solving skills with the ability to be hands on and lead by example
  • Results orientated
  • Confident decision maker
  • Outstanding communicator at all levels
  • High level of initiative with the ability to drive change

Equal Opporunities 
LCG is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
 

Essential Criteria

Learners are at the centre of everything we do so we are committed to safeguarding and promoting their welfare. If applicable, the successful applicant will be required to undertake an enhanced DBS check, provide satisfactory references and prove their eligibility to work in the UK.