Enrolment Support Team Leader

Paragon Skills; Bournemouth; Remote; GBP 23,000 - 28,000; Full time

Job summary

A forward-thinking company is seeking a passionate Enrolment Support Team Leader to join its remote Customer Success Team. This role is pivotal in leading a dedicated team, ensuring exceptional pre-enrolment experiences for learners and employers. With a focus on coaching, performance management, and continuous improvement, you will play a key role in driving team success and enhancing customer satisfaction. Join this dynamic organization that values integrity, professional growth, and making a meaningful impact in the education sector.

Benefits

25 days annual leave

Holiday purchase scheme

Paid volunteering leave

Access to lifestyle and wellness benefits

Recognition and long-service awards

Qualifications

• Experience in managing a customer support or enrolment team.
• Proven track record of meeting and exceeding performance targets.

Responsibilities

• Lead and mentor the Customer Support team to achieve business objectives.
• Monitor performance and provide expert guidance to team members.

Skills

Team Management

Communication Skills

Analytical Skills

Customer Support

Coaching and Development

Education

Grade A-C GCSE in English and Maths

Level 2 Information, Advice, and Guidance

Job description

Join Our Customer Success Team as an Enrolment Support Team Leader!

At Paragon Skills, we are driven by a passion for delivering exceptional teaching and learning experiences to every learner, every time. Our team of handpicked, trusted professionals bring their expertise and commitment to everything they do. If you’re inspired to help others succeed and want to be part of a remarkable remote customer success team, we would love to have you on board.

About Us

We are an Ofsted Grade 2 “Good” rated provider, recognized as one of the top 5 training providers and named one of the Top 9 Best Places to Work! With a deep commitment to the Care and Education Sector, we deliver meaningful learning interactions to thousands of learners and employers nationwide.

Position:

Location: Remote based

Salary: Up to £28,000 per year (depending on experience)

We are looking for an experienced, passionate, and energised individual to join us as an Enrolment Support Team Leader. In this role, you will play a key part in leading and developing our growing Customer Support team to deliver an outstanding and impactful pre-enrolment experience for our learners and employers.

Alongside overseeing the team’s day-to-day performance and providing support and development to ensure optimum performance and achievement of targets, you will support the Enrolment Manager in driving improvements, mentoring team members, and ensuring a smooth learner journey.

Key Responsibilities:

1. Lead, coach, and mentor the Customer Support team to achieve and exceed business objectives.
2. Support in allocating workloads and ensuring tasks are completed efficiently.
3. Support daily team meetings, monitor performance, and provide expert guidance.
4. Assist the Enrolment Manager in performance management, identifying underperformance, and delivering targeted coaching and training.
5. Ensure the team meets monthly enrolment targets, including booking and converting learners into live starts.
6. Support in monitoring team productivity, analysing reports, and driving continuous improvement initiatives.
7. Conduct call listening sessions, provide feedback, and support quality improvements.
8. Collaborate with the Enrolment Manager to enhance team efficiency and customer satisfaction.
9. Carry a reduced caseload of learners.
10. Provide expert advice and guidance to learners and employers throughout the pre-enrolment process.
11. Ensure learners receive the necessary support for English and Maths requirements.
12. Work closely with internal teams to ensure funding, DAS, and contracts are in place.
13. Work closely with cross-functional teams to drive a unified, customer-centric approach.
14. Support the Customer Experience Director with any business-critical needs.
15. Actively contribute to business development by identifying opportunities for process enhancements and service improvements.
16. Adhere to all internal information security and GDPR policies and processes.

Requirements:

1. Grade A-C GCSE in English and Maths (or equivalent).
2. Level 2 Information, Advice, and Guidance qualification would be desirable.
3. Strong team management experience.
4. Proven ability to meet and exceed targets in a customer support, sales, or enrolment environment.
5. Excellent communication and interpersonal skills.
6. Strong analytical skills with experience in reporting and performance monitoring.
7. A proactive and solutions-driven mindset.
8. A passion for coaching and developing others.
9. High integrity and professionalism.

This role is ideal for someone who enjoys leading a team, driving performance, and making a meaningful impact on learners’ experiences. Why not apply now?

Other Information:

In addition to contributing to a meaningful mission, we offer the following benefits:

• 25 days annual leave (including Christmas closure and your birthday off) increasing with length of service, and 8 public bank holidays.
• Holiday purchase scheme.
• Up to 3 days of paid volunteering leave and involvement in corporate conscience initiatives.
• Perkbox – access to a suite of lifestyle and wellness benefits.
• Recognition and long-service awards to celebrate your contributions.

We are a Disability Confident Employer with a guaranteed interview scheme to ensure inclusivity. If you meet the minimum criteria and have informed us of a disability in your application, you will be guaranteed an interview.

We are committed to safeguarding and wellbeing, which may include necessary checks such as a DBS check, depending on the role. We promote equality and inclusion throughout our organisation.