Learning Experience Manager in Milton Keynes

Team: Customer Engagement

Primary Place of Work: Sava School of Surveying, 4 Mill Square, Featherstone Road, Milton Keynes, MK12 5ZD

Responsible to: Sales and Marketing Director

Contract Type: Permanent, Full / Part-Time, 5 days a week – 37 hours across core hours of 8.00 – 18.00

Hybrid Role: Mon - Thurs in office, Friday working from home

Salary: £35,000 - £40,000

Benefits: 25 days annual leave, employer pension contributions 3%

About Sava School of Surveying

The Sava School of Surveying provides education to help look after the UK’s 29 million homes. We’re a team of 21, based in Milton Keynes, and we now have a new opportunity for an experienced Learning Engagement Manager to join the team. We provide a range of residential surveying vocational qualifications for both new entrants and existing professionals.

What the job is about

This is a role managing a busy operational team, focused on ensuring that our customers have the best experience whilst undertaking their qualification or training with us. Your main responsibility will be to schedule, organise, and lead by ensuring all necessary resources are in the right place at the right time, allowing for the smooth running of all Sava training and always delivering an excellent customer experience.

You must be customer-focused with meticulous attention to detail and be able to demonstrate strong organisational skills. You will have experience of leading or working within a busy operational or administrative team. In addition, you will be confident using technology and operational systems to plan, track and coordinate activities, ensuring processes run efficiently and accurately. You will be comfortable learning and managing a range of digital platforms, using technology to improve workflows, maintain high service standards, and ensure the successful delivery of training programmes. This role is office-based 4 days a week from our headquarters in Milton Keynes and 1 day a week from home.

What you’ll be doing

• Overseeing a number of operational tasks, working with other Sava team members.
• Coordinating a small team and ensuring that all training is delivered to an exceptionally high standard.
• Lead, motivate and develop a small operational team, ensuring high levels of performance, engagement and customer service.
• Monitor team workloads and performance.
• Identifying opportunities to improve efficiency and service delivery.
• Take an active role in maintaining content with external trainers and our development team, ensuring learning materials remain accurate, up to date and accessible through the appropriate systems.
• Liaise with our internal and external trainers – booking dates, arranging and running standardisation events, and dealing with any enquiries.
• Book and liaise with external training venues across the UK to ensure we are delivering in a safe and pleasant environment.
• Take responsibility for external webinars that we facilitate between our learners and third-party organisations.
• Deliver a variety of sessions to learners virtually or in person, including webinars and induction sessions for new learners.
• Own the learner journey from onboarding through to qualification completion.
• Analyse customer feedback, complaints and satisfaction metrics, identifying trends and implementing improvements.
• Manage a busy email inbox and phone line, prioritising enquiries effectively.
• Optimise performance and integrate AI responses to customer queries.
• Maintain excellent records of all customer interactions on the customer relationship management (CRM) system.
• Manage and authorise invoices and contracts for external suppliers.
• Take responsibility for and understand the process for handling complaints, deferrals and cancellations.
• Track levels of complaints and cancellations to make improvements.
• Review and improve operational processes, systems and workflows to increase efficiency, scalability and customer satisfaction.
• Attend training days and promotional events across the UK to support existing and potential customers.

Your skills, abilities and attributes

• A desire to really understand our business – what we sell and deliver to our customers and why they choose Sava.
• An exceptional customer service ethic.
• A ‘can do’ attitude, solution-focused with innovative problem-solving ideas.
• Able to self-motivate and work on your own initiative whilst managing your time in order to meet deadlines and objectives.
• Excellent coordination, organisational and people management skills.
• Excellent written and spoken communication skills.
• Able to anticipate issues, take responsibility and make informed decisions.
• Experience of addressing a range of customer issues and resolving them professionally and efficiently.
• Excellent IT and digital skills, with experience of using Microsoft Office applications.
• Technically confident and able to use systems and technology to improve processes.
• Strong attention to detail, ensuring data accuracy and consistency across all systems and processes.

• Experience working within education, training, apprenticeships or professional qualifications.
• Experience using HubSpot.
• Experience managing webinars, virtual learning environments or digital learning platforms.
• Experience analysing customer feedback and operational data to drive improvements.