At a Glance
- Tasks: Lead a dynamic team to support and engage students, families, and tutors.
- Company: Join National Learning Group, a top UK tutoring provider with ambitious growth plans.
- Benefits: Enjoy a competitive salary, flexible holidays, and a casual dress code.
- Other info: Be part of a diverse team committed to safeguarding and promoting youth welfare.
- Why this job: Make a real impact in education while driving operational success and growth.
- Qualifications: 2+ years in a leadership role with strong data analysis and coaching skills.
The predicted salary is between 28000 - 32000 £ per year.
The Success Lead manages a multi-functional team of 6/7 staff who serve our cohort of around 1200 students and families as well as our 300+ strong tutor network. Servicing markets in the UK and Asia, this vital role is focused on driving high levels of engagement, support and compliance in these important groups. This is a full-time, in-office role based near the Metro Centre in Gateshead.
The Person
This role would be ideal for a dynamic and experienced team manager, with a focus on high performance, continuous improvement and driving process efficiencies. You should also be comfortable analysing data trends, coaching and developing others, and collaborating across functions. This is an excellent opportunity to make a real difference in a small but rapidly scaling business.
Summary of Responsibilities
- Lead a team of support staff to deliver exceptional support and engagement to students, families and tutors.
- Drive best-match allocations of students and tutors within SLA.
- Provide operational oversight for the international (Asia/TEFL) business unit.
- Accountable for driving Tutor Success, compliance and coordination through induction, training, and ongoing engagement.
- Work closely with the People Team to ensure the active tutor pool meets forecast demand by subject, level, and availability window.
- Work closely with Revenue Operations to maintain financial integrity across allocations, lesson logging, and billing.
- Act as the senior escalation point for complex student, parent, or tutor matters.
- Use CRM data to identify bottlenecks, diagnose conversion drop-off points, and drive measurable improvements.
- Maintain compliance with safeguarding, data protection, and operational standards at all times.
- Coach and develop team members responsible for allocations, scheduling, and student engagement.
- Contribute to platform and process improvements, including the integration of AI and automation tooling where it improves operational outcomes.
- Maintain and promote a high-performance, high-accountability team culture.
About National Learning Group
National Learning Group (NLG) is one of the UK's leading tutoring providers, delivering personalised 1-to-1 tuition to thousands of students every year through a network of vetted, managed tutors. We are a previous National Tutoring Awards winner and a consecutive finalist, working with private clients, schools, and local authorities nationwide. NLG has ambitious growth plans over the next 3 to 5 years, scaling its student volume, expanding into new service lines including alternative provision, and building out the operational and technology infrastructure needed to support that trajectory. The Success Lead will play a central role in delivering this growth.
Qualifications
- 2+ years in a lead or senior role within a high-volume fulfilment, customer success, or service delivery environment.
- Demonstrable experience managing SLAs and operational KPIs.
- Track record of using data (conversion, attendance, retention, utilisation) to identify and resolve bottlenecks.
- Experience leading, coaching and developing others.
- Strong CRM proficiency, including reporting and workflow configuration.
- Proven performance against quality and compliance standards.
- Confident escalation handling with parents, customers, or external stakeholders.
- Ability to operate calmly and decisively under operational pressure.
- Experience in education, tutoring, or a regulated youth-facing environment.
- Experience acting as a Designated Safeguarding Lead (DSL) or significant exposure to high-level safeguarding leadership and complex case management in an educational or regulated youth-facing environment.
- Experience designing or improving onboarding or matching processes.
- Working knowledge of AI tooling applied to operational workflows (automation, prompt-based workflows, AI-assisted matching or triage).
- Intermediate or above in Microsoft Excel.
- Experience supporting a business through scaling or operational transformation.
Why This Role Matters
NLG is entering an ambitious growth phase backed by external investment, with clear plans to scale significantly over the next 3 to 5 years. Delivering that growth depends on the operational engine the Success Lead owns. This is a commercially significant role with a clear path to senior operational leadership as the business scales. The right candidate will be ambitious, accountable, and motivated by being measured on outcomes that directly drive the company's growth.
Benefits
- Competitive Salary - negotiable, depending on experience and fit.
- Flexible Holidays - 31 days (incl. bank holidays) plus the option to buy up to an additional 5 days holiday per year.
- Casual dress code.
- Free & on-site parking.
- Strong transport links.
- Company pension.
- Health Cash Back Plan.
- 37.5 hours per week, Monday to Friday.
Safeguarding
We are committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practices, including an Enhanced DBS check, satisfactory references, and pre-employment screening. As part of this process, all applicants will be required to complete a self-declaration of any criminal convictions, cautions, reprimands or other information that may be relevant to working with children.
Equal Opportunity
The National Learning Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Success Lead in Gateshead employer: National Learning Group
National Learning Group (NLG) is an exceptional employer, offering a dynamic work environment where you can make a meaningful impact on the lives of students and families. With a strong focus on employee growth, NLG provides opportunities for professional development and career progression within a supportive team culture. Located near the Metro Centre in Gateshead, employees enjoy competitive salaries, flexible holidays, and a commitment to safeguarding and inclusivity, making it an ideal place for those passionate about education and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Success Lead in Gateshead
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn, and ask them about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Make sure you can demonstrate how your experience aligns with their mission, especially in driving engagement and support.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used data to drive improvements in previous roles. This is key for the Success Lead position, so have some examples up your sleeve.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Success Lead in Gateshead
Some tips for your application 🫡
Show Your Leadership Skills:As a Success Lead, we want to see your experience in managing teams. Highlight any past roles where you’ve led a team, focusing on how you drove performance and engagement. Don’t forget to mention any coaching or development initiatives you’ve implemented!
Data is Key:We love data! Make sure to include examples of how you've used data to identify trends and improve processes. Whether it’s about student engagement or tutor success, show us how you’ve made data-driven decisions in your previous roles.
Tailor Your Application:Take the time to tailor your application to our job description. Use the same language and keywords we’ve used to describe the role. This shows us that you understand what we’re looking for and that you’re genuinely interested in joining our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at National Learning Group
✨Know Your Numbers
As a Success Lead, you'll need to demonstrate your ability to analyse data trends. Brush up on key metrics like conversion rates and retention figures. Be ready to discuss how you've used data in the past to identify bottlenecks and drive improvements.
✨Showcase Your Leadership Style
This role requires strong team management skills. Prepare examples of how you've coached and developed team members in previous roles. Highlight your approach to fostering a high-performance culture and how you handle escalations with parents or stakeholders.
✨Understand the Business Landscape
Familiarise yourself with National Learning Group's mission and growth plans. Be prepared to discuss how you can contribute to their ambitious scaling goals, especially in relation to operational efficiencies and tutor success.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities under pressure. Think of specific scenarios where you've had to manage complex issues, particularly in an educational or regulated environment, and how you navigated those challenges.
