Customer Enquiry (TEAM LEADER) in Leicester

Join us at the UK’s top Awarding Organisation – NEBOSH.

Job title

Customer Enquiry Team Leader

Location

Office based, with the possibility hybrid working after 6 months

Salary

Overview

The National Examination Board in Occupational Safety and Health (NEBOSH) is a leading global organisation, which provides health, safety and environmental qualifications.

Our internationally recognised qualifications help to raise the competence of safety and environmental professionals, as well as individuals at all levels in the workplace.

NEBOSH qualifications are highly respected by governments, employers, and learners.

Tens of thousands of people from more than 150 countries study for a NEBOSH qualification every year, learning with our network of accredited Learning Partners.

More than 7,000 Diploma and Masters holders have become members of the NEBOSH Alumni.

Our Vision

Our Vision is to enable and inspire the world of work and wider environment to be a safer and healthier place.

Our Mission

Our Mission is to save lives and protect people at work through offering world-class and accessible health, safety, environmental, risk and wellbeing qualifications, and services that address the changing and emerging risks in the global workplace.

The role

The Customer Enquiry Team Leader will lead the Customer Enquiry Team, ensuring team members have the knowledge, support, and understanding needed to complete their daily responsibilities on time and to a high standard.

The role is responsible for ensuring NEBOSH customers receive informative, professional, and timely responses to their enquiries.

The team also handles post-result services, including verification of learner qualifications, replacement certificates, and enrolment extension requests.

This requires strong knowledge of NEBOSH products and processes, excellent attention to detail, and the ability to problem solve in a fast-paced customer-focused environment.

The Customer Enquiry Team Leader will work with the Operations Manager to review processes and identify improvements within the Customer Enquiry Team.

They will create a positive culture where team members are encouraged to contribute ideas and suggestions to improve systems, processes, efficiency, and ways of working.

The role also involves working closely with internal departments, including Marketing, Ethical Practice and Reliability.

Strong working relationships are important to support quality checks and help maintain the validity and reliability of NEBOSH assessments.

The successful candidate will be people-focused and customer-focused, with the ability to build trust with team members and encourage a positive team culture.

Key responsibilities

• Manage the assignment of Customer Enquiry tasks and monitor progress to ensure work is completed to agreed targets and standards.
• Make day-to-day decisions relating to learner queries and support the effective running of the Customer Enquiry Team.
• Work with other Team Leaders and Specialists within Operations to ensure activities are coordinated and completed.
• Create, maintain, and embed Customer Enquiry processes into the team.
• Act as a first point of escalation for Customer Enquiry Officers and provide developmental support when dealing with escalations.
• Review responses to common queries to ensure accuracy, quality, and a positive customer experience.
• Manage exam day activities to support learners sitting assessments, including support outside normal working hours where required.
• Complete monthly KPI reports and monitor individual task service levels and completion rates.
• Take an active role in recruitment, induction, training, coaching, mentoring, probation reviews, PDRs and one-to-one meetings.
• Identify skills and development needs and create individual training and development plans.
• Lead by example when listening to customers, resolving complex enquiries, and managing difficult conversations professionally and fairly.
• Support learners with complex circumstances, including stranded learners, post-result concerns, malpractice-related matters, void results, bans, referrals, and late assessment submission requests.
• Ensure personal and sensitive information is processed in line with current data protection requirements.
• Promote the NEBOSH Customer Promise, continuous improvement, health and wellbeing, and a positive working environment.
• Build and maintain effective relationships with internal teams and external organisations to help resolve learner queries fully and fairly.
• What we are looking for
• Sound judgement and confident decision-making.
• The ability to work effectively both independently and as part of a collaborative team.
• Good time management, with the ability to prioritise their own work and the work of others in line with business needs.
• Strong relationship-building skills, including the ability to calmly and effectively handle difficult customer conversations.
• A highly customer-focused approach, with a clear understanding of customer needs and the importance of reducing customer effort.
• A commitment to continuous improvement, with a solution-focused approach and a drive to implement positive change.
• Strong attention to detail, with the ability to analyse information and produce high-quality reports.
• Experience of working in a fast-paced, customer-focused environment.
• Experience of leading, coaching, training, and supporting team members.
• Excellent telephone manner and strong written and verbal communication skills.
• Experience of handling enquiries through multiple channels, such as webchat, email, Whats App, and telephone.
• Strong knowledge of NEBOSH products and processes relating to the Customer Enquiry Team.
• Previous experience of managing people in a customer-focused environment.

Previous experience of working in a regulated environment would be desirable.

• Other benefits
• 25 days’ annual leave, increasing with service
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