At a Glance
- Tasks: Lead and enhance customer experience for learners and centres globally.
- Company: Join a respected educational awarding organisation with a strong focus on customer service.
- Benefits: Competitive salary, hybrid working, and attractive pension scheme.
- Other info: Dynamic workplace with opportunities for growth and collaboration.
- Why this job: Shape customer strategy and make a real impact in education.
- Qualifications: Inspiring leadership and exceptional customer service skills required.
The predicted salary is between 45000 - 57000 £ per year.
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 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.
- Our deep commitment to our learners.
- 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.
Applicants should write a supporting statement along with their CV to outline their interest in ESB International and their interest in the role.
Head of Customer Experience employer: English Speaking Board (International) Ltd.
English Speaking Board (International) Ltd. is an exceptional employer that prioritises a positive and caring work culture, fostering collaboration and innovation among its team members. With a commitment to customer excellence and a focus on employee growth, ESB offers unique opportunities for professional development in a dynamic environment, all while being located in the picturesque town of Ormskirk, Lancashire, which provides a perfect blend of work-life balance and community engagement.
Contact Details:
English Speaking Board (International) Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at English Speaking Board (International) Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like English Speaking Board (International) Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to English Speaking Board (International) Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at English Speaking Board (International) Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at English Speaking Board (International) Ltd.!
How to prepare for a job interview at English Speaking Board (International) Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
