Learner Customer Service Manager
Role Overview
Kaplan is recruiting a Learner Customer Service Manager to support learners and lead a customer-focused service team.
The role is suited to experienced service operations advisors, talent coaches, or customer service and operations team managers or supervisors.
The post supports learners, including people under 18, and is subject to relevant recruitment checks.
Key Skills for This Role
Full Job Posting
Role overview
Kaplan is recruiting a Learner Customer Service Manager to support learners and lead a customer-focused service team.
The role is suited to experienced service operations advisors, talent coaches, or customer service and operations team managers or supervisors.
The post supports learners, including people under 18, and is subject to relevant recruitment checks.
Responsibilities
- Build and maintain strong relationships with learners, offering support and guidance throughout their journeys.
- Create and develop a high-performing team delivering seamless learner experiences.
- Use data and feedback to meet service targets and drive results.
- Develop an effective, empowered team and collaborate with internal departments.
- Communicate team updates and priorities, recognise achievements, and foster an inclusive team culture.
Candidate requirements
- Customer-focused work experience is required.
- Relevant experience may include delivering learner experiences or managing/supervising teams in customer service or operations.
- Strong written and verbal communication, target focus, and a proactive approach are required.
- Ability to manage a significant workload and work flexible hours aligned with departmental operations.
About Kaplan
Kaplan Professional provides apprenticeships, accountancy, tax, finance and banking courses, and professional assessments.
Kaplan operates internationally in education and assessment and promotes access, inclusion, and career development.
Location and working arrangements
- The vacancy lists Manchester or remote as the location; the employer also describes hybrid or home working where possible.
Employment and hours
- Permanent, full-time position.
- Flexible hours may be needed to meet departmental operating hours.
Salary
- Advertised salary range is £29,620–£38,709; no pay cadence is stated.
Benefits
- Benefits include 28 days’ annual leave with an option to purchase more, travel and cycle schemes, course discounts, insurance, counselling support, pension contributions, and enhanced family leave.
Recruitment checks
- The role involves working with learners under 18 and requires an enhanced DBS check; other roles or duties may require additional checks.
- A CV and cover letter are requested.
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