At a Glance
- Tasks: Lead and enhance customer experience for learners and centres globally.
- Company: Join a respected educational awarding organisation with a strong customer focus.
- Benefits: Competitive salary, hybrid working, and attractive pension scheme.
- Other info: Dynamic environment with opportunities for professional growth.
- 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 of 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 Ltd.
English Speaking Board (International) Ltd. is an exceptional employer that prioritises customer focus and service excellence, making it a rewarding place to work for those passionate about education and learner success. With a positive and caring organisational culture, employees benefit from opportunities for professional growth within a dynamic team environment, while enjoying the flexibility of hybrid working in the picturesque town of Ormskirk, Lancashire. Join us to make a meaningful impact on the lives of learners across the globe, all while being part of a dedicated leadership team committed to quality and innovation.
Contact Details:
English Speaking Board Ltd. Recruitment Team
