What Jobs are available for Customer Service Manager in Leeds?

As Lead Student Success Manager, you will drive innovation, lead strategic thinking, and implement new approaches for scaling the success of our Career Accelerator (CA) programmes. You’ll be accountable for the full learner journey, from onboarding to completion, with a clear focus on driving progression, satisfaction, outcomes, and careers-first success metrics.

You’ll lead a high-performing team of Success Managers and set the gold standard in student experience, retention, and satisfaction. Beyond leadership, you’ll shape scalable success strategies that align with FourthRev’s commitment to transformative, careers-first education—ensuring every learner feels supported, enabled, and equipped to achieve their career goals.

1. Lead, coach, and develop a high-performing Student Success team

• Guide and performance-manage Success Managers to deliver exceptional learner experiences.
• Foster a culture of continuous improvement and data-informed decision-making.
• Act as point of escalation for complex learner cases with sensitivity and care.
• Enhance systems and processes to scale effectiveness across partnerships.

2. Own and drive the careers-first learner journey strategy

• Lead delivery of learner journeys across orientation, progression, and communications.
• Partner with Product and Delivery teams to design cohesive, high-impact journeys.
• Create learner-facing content, assets, and engagement strategies that drive confidence and outcomes.
• Ensure student communities flourish through belonging, motivation, and progression.

3. Champion learner outcomes and satisfaction

• Define and own OKRs and KPIs across retention, satisfaction, and completion.
• Analyse learner sentiment and engagement data to drive improvement.
• Report insights and outcomes to leadership, ensuring accountability and iteration.

4. Lead a strategic focus area within the Student Success team

• Own one specialism such as Resource Development & Systems Implementation or Specialist Support, Wellbeing & Behavioural Change.
• Develop scalable playbooks and frameworks for future programme rollouts.

Requirements

• Extensive experience in student success, retention, or learner engagement within higher education or EdTech.
• Proven leadership in managing and developing teams within learner support or coaching.
• Strong analytical thinking, decision-making, and data interpretation skills.
• Deep empathy and sensitivity to diverse learner needs and contexts.
• Ability to balance exceptional learner experience with commercial awareness.

Desirable:

• Background in postgraduate or professional learner engagement.
• Experience in community management, service design, or automation of support systems.
• Coaching or wellbeing qualification.
• Understanding of digital skills industries and emerging career pathways.

Benefits

We’re redefining higher education through world-class Career Accelerator programmes, built in collaboration with top universities and global industry leaders. Join us in shaping the next generation of transformative, careers-first learning experiences.

• Lead, coach, and motivate a team of customer service representatives.
• Manage day-to-day customer service operations and workflows.
• Handle escalated customer issues and complaints, resolving them efficiently and effectively.
• Monitor team performance against key performance indicators (KPIs) and service level agreements (SLAs).
• Develop and implement training programs to enhance team skills and knowledge.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive and collaborative team culture.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction and loyalty.
• Ensure adherence to company policies and procedures.
• Collaborate with other departments to resolve customer issues and improve processes.

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in customer relationship management (CRM) software.
• Ability to analyse data and implement performance improvement initiatives.
• Experience working in a hybrid or remote team environment.
• Strong organisational and problem-solving abilities.
• A passion for delivering outstanding customer service.

• Lead, mentor, and coach a team of customer service representatives to achieve performance targets.
• Monitor team performance metrics and provide regular feedback and coaching to individual team members.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Develop and implement strategies to improve customer satisfaction and retention.
• Ensure adherence to company policies, procedures, and service level agreements.
• Assist in the recruitment, training, and onboarding of new customer service agents.
• Contribute to the development and improvement of customer service processes and workflows.
• Generate reports on team performance, customer feedback, and key performance indicators (KPIs).
• Foster a positive and collaborative team environment.
• Stay updated on product knowledge and company offerings to effectively support the team.

• Proven experience (3+ years) in a customer service role, with at least 1 year in a supervisory or team leader capacity.
• Demonstrated ability to lead and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer relationship management (CRM) software.
• Ability to manage difficult customer situations with professionalism and empathy.
• Proficiency in Microsoft Office Suite.
• Experience in a fast-paced customer support environment.
• Strong organizational and time management skills.
• This role requires the candidate to be based in our client's office in Leeds, West Yorkshire, UK .

• Responding to customer inquiries and resolving issues in a timely and professional manner.
• Providing technical support and troubleshooting assistance for our products/services.
• Guiding customers through product features, usage, and troubleshooting steps.
• Documenting customer interactions, feedback, and issues accurately in our CRM system.
• Escalating complex issues to appropriate departments when necessary.
• Identifying trends in customer inquiries and providing feedback to improve products and services.
• Building and maintaining strong customer relationships through excellent service.
• Proactively seeking solutions to customer problems and ensuring customer satisfaction.
• Adhering to service level agreements and company support policies.
• Contributing to team goals and initiatives to enhance the overall customer experience.

• Previous experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to empathize with customers and maintain a positive attitude.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Patience and a customer-centric approach to problem resolution.

• Handle a high volume of inbound customer inquiries via phone, email, and chat.
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and provide effective solutions.
• Process customer requests, orders, and returns accurately.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior team members or other departments when required.
• Maintain a high level of customer satisfaction through professional and courteous service.
• Identify opportunities to upsell or cross-sell relevant products or services (if applicable).
• Adhere to all company policies and procedures.

• Proven experience in a customer service or call centre environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in using computers and CRM software.
• Excellent time management and organizational skills.
• Ability to work effectively in a hybrid work model, balancing office and remote duties.
• A positive attitude and a genuine desire to help customers.

• Lead, coach, and motivate a team of customer service representatives.
• Monitor team performance and key performance indicators (KPIs), providing regular feedback.
• Ensure the timely and effective resolution of customer inquiries and technical issues.
• Handle escalated customer complaints and complex support cases.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Identify trends in customer issues and collaborate with relevant departments to implement solutions.
• Contribute to the creation and maintenance of customer support documentation and knowledge bases.
• Foster a positive and productive team environment, promoting excellent customer service values.
• Onboard and train new team members.
• Participate in the recruitment and selection of customer support staff.

• Proven experience in a senior customer service or support role, with at least 2 years in a leadership capacity.
• Excellent leadership, coaching, and mentoring skills.
• Strong problem-solving and analytical abilities.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and helpdesk software.
• A customer-centric mindset and a passion for delivering outstanding service.
• Ability to manage multiple priorities and work effectively in a hybrid environment.
• Experience in the technology or SaaS industry is a plus.
• High school diploma or equivalent; further education or relevant certifications are advantageous.