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- Tasks: Lead a dynamic team to ensure smooth exam processing and delivery for WSET qualifications.
- Company: Join WSET, the global leader in wine and spirits education.
- Benefits: Enjoy 27 days annual leave, health insurance, and professional development opportunities.
- Why this job: Make a real impact in a vibrant, inclusive culture while driving customer satisfaction.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
- Other info: Be part of a global team dedicated to empowering learners worldwide.
The predicted salary is between 36000 - 60000 ÂŁ per year.
WSET's purpose is to empower people through inspiring learning experiences all over the world. We offer a comprehensive suite of globally recognised qualifications covering wines, spirits and sake. We are the world’s leading provider of qualifications in wines, spirits, beer and sake, delivering over 140,000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).
The successful applicant will contribute to a culture of integrity, empowerment, dynamism, and inclusivity within WSET. WSET fosters a welcoming, empathetic and inspiring culture that empowers our global talent to innovate and thrive. Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party.
As the outcome-focused Delivery Manager, your mission is to drive the accurate and timely processing of digital and paper-based examinations for WSET qualifications. You will lead your team towards outcomes that align with our business objectives and core values, focusing on efficiency, reliability, and customer satisfaction. You will act as a key source of knowledge and support for all exam processing and delivery activity and related system functionality, as well as identifying and championing efficiencies in our ways of working.
Your success will be measured through the value you add to the organisation by providing efficient exam processing services, and by driving continuous improvement and high-quality customer‑centric performance across your team, along with your contribution to WSET's culture and values of integrity, trust, empowerment, inspiration, dynamism, and inclusivity.
PRINCIPAL DUTIES AND RESPONSIBILITIES- Leadership: Lead, empower and inspire your team through a forward‑thinking approach and driving change where needed; fostering a culture of continuous evolution, accountability, innovation, and customer‑centricity. Drive and optimise team performance through continuous performance management, taking the lead on regular activities such as performance reviews, and supportive coaching and talent development initiatives. Champion Environmental, Social, and Governance (ESG) initiatives within the team, promoting ethical conduct and sustainability.
- Streamline Workflows for Optimal Performance: Monitor and optimise team performance, through effective workload allocation, driving accountability and continuous improvement, and reporting on performance against key metrics. Analyse working practices, behaviours, feedback and KPIs to proactively identify opportunities for enhancing efficiency and customer satisfaction. Ensure regulatory compliance and cost‑effectiveness in examination logistics and timetabling. Collaborate with cross‑functional teams to ensure best‑in‑class qualifications delivery.
- Deliver an exceptional customer experience: Cultivate customer‑centric mindset and behaviours within the Examinations Team, prioritising inclusivity, and responsiveness. Address customer and stakeholder enquiries and escalations promptly and empathetically, ensuring a seamless experience. Develop user‑friendly documentation and guides to enhance clarity and support for colleagues and stakeholders. Consistently embody a customer focused and global approach.
- Other: Contribute to the Trust by participating in cross‑functional teams and undertaking other various tasks as required. Champion WSET’s values and behaviours and positively represent the brand at all times. Collaborate with external suppliers to optimise qualification delivery, fostering ethical and reliable partnerships. Evolve in the role according to digital developments and operational strategy.
- Essential: Inspirational leadership: Ability to inspire and lead teams towards shared outcomes, fostering a culture of accountability and innovation. Solution oriented: Demonstrated initiative in identifying and implementing improvements, with a focus on sustainability and quality. Exceptional collaboration: Strong interpersonal skills, enabling effective collaboration with diverse global teams and stakeholders. Positive attitude: Can‑do attitude with a commitment to driving positive change and delivering excellence and proactive engagement with WSET’s values and behaviours. Strong track record of personal performance and achieving objectives. Exemplary customer service skills and a desire to put our customer at the heart of all we do. Ability to quickly become proficient in new and evolving systems and processes. Written and verbal communication skills in English.
- Desirable: Experience of training, coaching, performance management or similar. Experience using CRM and query management software. Experience in exams processing and awarding functions, ideally in a regulated environment. Expertise in WSET qualifications: In-depth knowledge of WSET qualifications and course specifications. Industry Knowledge: Proficiency in wines, spirits, sake, and beer, enabling informed decision‑making and customer support. Experience of or interest in working in education administration and/or digital assessment or high‑paced delivery or customer service environments. Additional languages relevant to WSET customers.
- Annual Leave - 27 days pa + public holidays, increases with service; ability to buy/sell 5 days
- Pension (Generous options available after three months)
- Health insurance (after three months): Vitality scheme - post probation - Access to virtual GP appointments, Rewards include Caffe Nero drinks, Cinema Tickets, Apple Watch, Cash Back on Waitrose shopping, 75% off at Champneys, 6 month subscription with HeadSpace, Discounted Weight Watchers membership and gyms, Smoking Cessation day worth ÂŁ300 and half price health screens
- Eye voucher scheme
- Food and drink in the office Nespresso coffee makers and a range of other drinks, fruit, cereals, soups
- Season ticket & gym membership loan scheme
- EAP 24/7 confidential help and support from trained counsellors and advisors
- Death in service 4x annual salary paid to nominees with associated bereavement support for family
- Enhanced family friendly leave and pay
- Celebration vouchers
- Cycle2Work scheme
- Discretionary bonus
- Development - WSET's in‑house training and qualifications in Wines, Spirits, Sake and Beer as well as other professional development opportunities
DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned, at any time.
Delivery Manager employer: WSET
Contact Detail:
WSET Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to WSET. Attend events or webinars where you can meet potential colleagues and show off your passion for wines, spirits, and customer service.
✨Tip Number 2
Prepare for interviews by diving deep into WSET's values and mission. Think about how your experience aligns with their focus on empowerment, inclusivity, and customer satisfaction. Be ready to share examples that showcase your leadership and problem-solving skills.
✨Tip Number 3
Showcase your knowledge of the industry! Brush up on your understanding of WSET qualifications and the latest trends in wines and spirits. This will not only impress your interviewers but also demonstrate your commitment to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the WSET team and contributing to their inspiring culture.
We think you need these skills to ace Delivery Manager
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role and WSET shine through. We want to see how your passion for inspiring learning experiences aligns with our mission!
Tailor Your CV: Make sure to customise your CV to highlight relevant experience that matches the Delivery Manager role. We love seeing how your skills can contribute to our culture of integrity and empowerment.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your achievements and experiences are easy to read and understand.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at WSET
✨Know Your Stuff
Make sure you brush up on WSET qualifications and the specifics of the role. Familiarise yourself with the exam processing and delivery activities, as well as the core values of integrity, empowerment, and customer satisfaction. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Delivery Manager, you'll need to inspire and lead your team. Prepare examples of how you've successfully led teams in the past, focusing on accountability and innovation. Think about times when you've driven change or improved processes, as these will resonate well with the interviewers.
✨Emphasise Customer-Centricity
WSET values a customer-focused approach, so be ready to discuss how you've prioritised customer experience in previous roles. Share specific instances where you've addressed customer concerns or improved service delivery, highlighting your commitment to inclusivity and responsiveness.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific situations related to exam logistics or team performance. Practice articulating your thought process and decision-making skills in these scenarios, as it will demonstrate your problem-solving abilities and alignment with WSET's goals.
