BRE Academy Operations Team Lead in Watford

Make your mark at BRE! BRE is a world-leading global organisation for innovation, science and data in the built environment. For over 100 years, we have supported governments, businesses and industry with pioneering research, testing and expertise. We are focused on growth, scale and expanding our global impact with products, services, standards and qualifications that address the challenges of a changing world. Driven by our purpose of helping everyone, in every building, everywhere, we are creating a safer, more sustainable built environment for people and planet.

About the role

As Academy Operations Team Leader, you'll lead the day-to-day delivery of learner, customer and administrative services across BRE Academy. From the moment a learner makes an enquiry through to course completion, certification and aftercare, you'll help ensure every interaction is professional, efficient and customer-focused. You'll manage a team responsible for bookings, enrolments, examinations, qualifications, learner support and financial administration, while overseeing workloads, maintaining service standards and driving continuous improvement. Acting as a key operational leader, you'll work closely with colleagues across Product, Digital, Finance, Sales, Marketing and Technical teams, as well as trainers, awarding organisations and external partners, to ensure smooth and effective training delivery. This role combines people leadership, operational management, customer service excellence and process improvement, making it ideal for someone who enjoys creating structure, solving problems and delivering measurable results.

Key responsibilities

• Lead and support the Academy Operations team to deliver a consistently high standard of customer and learner service.
• Manage day-to-day operational activities including course bookings, enrolments, assessments, qualification registrations, certification and learner support.
• Monitor workload, priorities and resource planning to ensure effective delivery across online, virtual and classroom-based training programmes.
• Act as an escalation point for complex learner, customer, operational and system-related issues.
• Ensure learner, course, qualification and financial records are maintained accurately and in line with internal procedures.
• Oversee key financial administration activities including invoicing, purchase requests, debt management support and month-end processes.
• Coordinate operational arrangements for course delivery, including trainers, schedules, venues, virtual learning environments and learner communications.
• Use data and performance metrics to monitor service levels and identify opportunities for improvement.
• Lead process improvement initiatives that enhance efficiency, reduce errors and improve the overall learner journey.
• Build strong, collaborative relationships with internal stakeholders, external partners and training providers.

What we're looking for

We're interested in people who can combine strong operational leadership with a genuine commitment to customer service and continuous improvement. You'll ideally have:

• Proven experience in an operations, administration, customer service, training delivery or education environment.
• Previous experience leading, supervising or coordinating the work of a team.
• Strong customer service skills with the ability to manage stakeholder relationships professionally and confidently.
• Excellent organisational skills and the ability to prioritise competing demands in a fast-paced environment.
• A high level of accuracy and attention to detail, particularly when managing records, data and administrative processes.
• Experience working with booking, enrolment, examination, qualification, invoicing or related operational processes.
• Strong problem-solving skills and a proactive approach to identifying and implementing improvements.
• Good working knowledge of Microsoft Office applications, including Word, Excel, Outlook and Teams, together with experience using databases, CRM, learner management or customer management systems.
• Confidence in handling escalations, supporting colleagues and maintaining service standards under pressure.
• A collaborative approach, with the ability to build positive relationships across teams and with external stakeholders.

BRE Benefits

At BRE, we offer a competitive salary, reviewed annually, along with a comprehensive benefits package designed to support your financial security, well-being, and career development.

Financial & Security Benefits

• Pension scheme – 5% employer-matched contribution
• Life assurance – 4x your basic salary
• Enhanced maternity package

Health & Wellbeing

• HealthPartners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care, and more
• Onsite facilities – Restaurant, nursery, and free parking, including at-cost EV charging points

Career Development

• Learning & development – Free access to BRE Academy and our online learning platform
• Professional membership reimbursement

For full details on our benefits, visit: BRE Employee Benefits

Work Location Options

Mostly Remote – This role is primarily home-based, with occasional travel to our head office in Watford for planned meetings (Once per quarter).

Our Recruitment Process

As part of our recruitment process we will be conducting 10-30 minute phone screening calls via an AI recruiter called Ryan with all shortlisted candidates. The information gathered from this screening will be used to help assess your suitability for the position.

Note to Employment Agencies

At BRE, we value the relationships we have built with our preferred recruitment partners. We do not accept unsolicited CVs from employment agencies. Any CVs submitted directly to a BRE employee or hiring manager without a signed BRE Employment Agency Agreement and an active engagement for the specific role will be considered unsolicited. In such cases, no fees will be payable should the candidate be hired through this or any other means.

Equal Opportunities Statement

BRE is an equal opportunities employer. We assess all qualified applicants based on merit and do not discriminate on the grounds of race, colour, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristics.