Delivery Team Leader (fixed term)
Are you passionate about customer service, learner support, and leading high\-performing teams? We’re looking for an experienced Delivery Team Leader to join our Customer Operations team and play a key role in delivering an outstanding experience for our learners.
In this role, you’ll:
- Lead and support a team of three to deliver high quality customer experience
- Put learners at the heart of everything you do, ensuring excellent support and outcomes
- Work closely with the wider team to delivery qualifications efficiently and effectively
- Drive continuous improvement across service delivery and customer satisfaction
- Has strong leadership and people management skills
- Is highly customer\-focused with a learner first mindset
- Thrives in fast\-paced, purpose driven environments
The Delivery Team Leader manages delivery coordination across the learner journey, supporting programme commencement, in\-flight student needs, logistics and customer communications. The post holder balances hands\-on delivery activity with leadership responsibility for the wider team.
This is a hands\-on role, typically 75% direct output and 25% team leadership.
Responsibilities:
Team Leadership (\~25%)
\- Lead, guide and support the Delivery team
\- Allocate and prioritise workloads in alignment with delivery cycles
\- Monitor quality, timelines and service standards
Operational Delivery (\~75%)
\- Manage core coordination activity including:
o Reactive operational support
o Customer communications and learner support
o Intake groups
o Tutor liaison
o Setup logistics
\- Support onboarding and pre\-intake activity
\- Manage ongoing communication with internal and external stakeholders
\- Ensure information is accurate and up to date across systems
Customer Satisfaction
\- Maintain proactive learner support channels
\- Ensure communications are timely, relevant and supportive
\- Coordinate resolution and escalation of delivery related issues or queries
Service and Process Improvement
\- Identify opportunities to streamline, automate or simplify delivery workflow
\- Maintain process documentation and training guidance
\- Support development of reporting tools and dashboards
Person Specification
\- Operational or customer service experience
\- Excellent customer handling skills
\- Strong proactive problem\-solving ability
\- Able to work flexibly and adaptively across priorities
\- Experience leading small teams
\- High level of accuracy and attention to detail
Terms and Conditions:
Salary TBC (depending on experience)
Working week Flexible hours between 9am – 5pm between 20 \- 37 hours per week
Annual leave 26 days annual leave per annum based on a 37\-hour week (plus bank holidays) pro\-rated to working hours
Location: Office\-based, in Solihull.
Our People Perks
✓ Hybrid working
✓ Pension enrolment from first day of service
✓ Private Medical Insurance and Cash Plan Schemes provided
✓ Option to buy or sell annual leave days
✓ Employee Assistance Programme
✓ Mental Health Hub
✓ Benefits hub, discounts across a broad range of partners
✓ Early Fridays, finish half an hour early every Friday
✓ Close\-down over the annual festive period
✓ 1 paid volunteer day per year to give something back to the community
✓ Plus many more
Recruitment Process:
Those who wish to be considered should apply by no later than 12 June 2026\.
Interviews will take place w/c 15/06/26
Pay: Up to £30,000\.00 per year
Benefits:
- Bereavement leave
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Health \& wellbeing programme
- Life insurance
- On\-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home
- This is a hybrid role, requiring 3 days per week in the offices in Solihull \- are you able to commute to Solihull on a Monday, Wednesday and Thursday?
- Leading small teams: 1 year (required)
- customer service or operational: 1 year (required)
- United Kingdom (required)
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