Our company, English Speaking Board (International) Ltd. is seeking an exceptional Head of Customer Experience to lead and enhance the experience of our customers, centres and learners across the UK and internationally.
This is an exciting opportunity to join the Senior Leadership Team at a respected educational awarding organisation and play a key leadership role in shaping customer strategy, driving service excellence, and ensuring every interaction with ESB reflects our values and commitment to quality.
Our business is, as a specialist awarding organisation creating, assessing and awarding qualifications for Oracy and English language to 40,000 learners annually, across 12 countries.
To be successful you need to be:
- An inspiring leader who can motivate teams, foster collaboration, and deliver an exceptional
- customer experience at every stage of the customer journey.
- Passionate about creating a deep understanding about our clients and their needs and how our products add value to their work or enable the further study and employment journeys of their learners
- Someone who shares our values to champion the power of human connection, self-advocacy, communication and confidence building
Why work for ESB International?
- Our amazing customer focus and service to our clients
- Along with our deep commitment to our learners and
- Our positive and caring organisation.
With 18 Head Office colleagues, 80 assessors and markers out in the field and over 250 centres and international clients we are a busy and constantly evolving workplace.
The main activities of this leadership role:
- To play a leadership role with English Speaking Board (International) Ltd. to achieve the business strategy for the delivery of an outstanding customer experience.
- Developing a team with outstanding customer service skills across ESB’s entire customer base, via our Digital, CRM, Email, Telephone, and any other channels.
- Managing the effectiveness of our bespoke assessment management system in liaison with our IT partners.
- Taking responsibility for ESB’s Enquiries, Complaints and Appeals policy and procedures.
- In liaison with the Head of Commercial, contribute to our whole of business Customer Journey focus to ensure our clients are on boarded and retained to achieve revenue targets and maintain our purpose and customer value propositions.
The post:
- Permanent, full-time (5 days a week) subject to 6 months’ probationary period
- Salary: Senior Manager Grade 7 (£45,000-£ 57,000) dependent on experience and current salary
- Location: Hybrid working (2-3 days per week office based) at ESB’s Office, 9 Hattersley Court, Burscough Road, Ormskirk, Lancashire, L39 2AY
- Pension: We also offer an attractive pension scheme (see job description).
Applicants should write a supporting statement along with their CV to outline:
- Their interest in ESB International
- Their interest in the role
Please visit our website esbuk.org/index.php/jobs to download a job specification.
Pay: £45,000.00-£57,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- On-site parking
- Sick pay
- Work from home
Experience:
- customer service management: 3 years (required)
Work Location: Hybrid remote in Ormskirk L39 2AY
