Customer Success Team Leader London, England
Job description
Role: Customer Success Team Leader
Team: Business Development
Package: Pension, Unlimited leave, Flexible working
Location: Home based with monthly visits to London HQ
Salary: £35,000
About Corndel:
Corndel is a unique, multi award-winning UK management and technology training provider that focuses on delivering the highest quality programmes throughout an employee’s career. We partner with some of the UK’s largest and most exciting businesses to help drive organisational and personal performance through transformational learning.
Our vision is to shape a world where everyone is empowered to be their professional best. We are one of the fastest growing companies in the UK and provide a great platform for proactive and motivated individuals to take the next exciting step in their career. You will be joining an organisation with a fun, entrepreneurial and supportive environment, providing fulfilling work and an open, informal culture.
The role:
As our Customer Success Team Leader, you will lead the Customer Success team in supporting our account management team to ensure all learners and customers have a seamless and efficient onboarding experience.
This customer-focused role requires exceptional organisational skills, stakeholder management, excellent communication skills and the ability to adapt in a fast-paced environment. As the first point of contact for our onboarding learners you and your team will be required to provide timely and accurate responses to enquiries and follow processes.
Responsibilities include:
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Supporting Individuals (Learners) to join our programmes
- Your team will be the main point of contact on behalf of the Account Management Team for any onboarding queries this includes calling or emailing prospective learners to discuss the status of their enrolment
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Responding to queries from learners regarding the programme
- Provide programme guidance to those who need it
- Updating the Account Management team regarding progress of their cohorts
- Providing information to learners about programme options
- Working closely with our Enrolment, Compliance and Claims team to ensure all learners are fully enrolled ahead of our launch events
- Supporting our Customers (the Learner’s employer) with administrative duties
- Preparing contracts for signing and storing them correctly
- Offering support to our customers regarding their Digital Apprenticeship Service account
- Collecting and updating customer information on our CRM (HubSpot)
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Supporting the Account Management team
- Scheduling and coordinating our Open Cohorts
- Working with the product leads to arrange briefing sessions
- Managing the student list for open cohorts and sharing with our Enrolment and compliance team.
- Leading the customer success team
- Initially managing 1x Customer Success Advisor we expect this team to grow in the future to be a pivotal function within our business development team.
- Managing, coaching, and supporting others in the team to be successful
About You:
- You’re an enthusiastic self-starter – keen to help transform the way organisations develop their people
- You value inclusivity, being supportive and respectful of others
- You are open to change and take a collaborative approach to challenges
- You strive for excellence and have high expectations of yourself and others
- You operate with integrity, trust and professionalism and empower others to do so
Experience and Skills:
Essential:
- You will be dedicated to delivering excellent levels of customer service to delight our learners and employers
- Be engaging and welcoming to build rapport quickly
- Highly organised and able to multi-task
- Effective stakeholder management both within an organisation and externally
- Detail oriented and thorough with your work
Desirable:
- Knowledge or experience of the apprenticeship sector
- B2B and B2C experience
- Experience managing others is desirable but not essential we are happy to support and develop candidates who are looking to step into their first people management role
Why join Corndel?
- We're committed to having a fully inclusive, welcoming and safe culture and always striving to improve.
- We provide an environment that is truly flexible and supportive, somewhere you will have autonomy over your role.
- We're a leader in our field, with quality and excellence at the heart of what we do.
As part of our commitment to create an inclusive workplace where all colleagues can be their true selves, excel in their roles and progress in their careers, we recognise the importance of embracing the diversity in the working population and making Corndel a fully accessible employer.
As Corndel is a Disability Confident Employer, we make sure that a fair and proportionate number of disabled applicants who meet the minimum criteria for a job will be offered an interview. If you would like to be considered under this scheme, when submitting your application, please select the appropriate option to let us know that you have a disability. Please note this does not mean that all disabled people are entitled to an interview, in some recruitment situations such as peak times, we might need to limit the overall numbers of interviews we offer.
If you have a disability that might affect any stage of the recruitment process, please let us know about any help or reasonable adjustments you need before any interview or assessment. We’ll work with you to make sure any appropriate support is in place and make the application process a more positive experience.
Corndel is committed to safeguarding and safer recruitment practices, and will undertake pre-employment checks on the successful candidate, including Enhanced DBS Disclosure and a Barred List Check.
For more information contact [email protected]
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