Global Customer Care Lead – Hybrid, Education Sector

Convera; Peterborough; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Market competitive salary

Annual bonus

Career growth opportunities

Hybrid 2-3 days in the office

Health, disability, and life insurance

Paid holidays and leave policies

Wellness days (3 per year)

Volunteer days (5 per year)

Job summary

Convera is seeking a Customer Care Supervisor to lead a global, customer-focused team across in-person and remote channels from Peterborough. The role emphasizes SLAs, KPIs, and high-quality service in a dynamic, regulated environment.

You will coach teams, manage performance, and collaborate with stakeholders across regions to ensure consistent service delivery and continuous improvement. A strong emphasis on education sector support and cross-functional partnership is included.

Qualifications

• Experience in managing people and leading client-facing teams.
• Proven ability to manage high-volume transactional services.
• Strong problem-solving and decision-making skills.
• Ability to work in a fast-paced, regulated environment.
• Experience in education or financial sectors is a plus.

Responsibilities

• Lead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions.
• Manage performance against SLAs, KPIs, quality standards, and customer satisfaction measures.
• Coach and mentor team members to maximise performance, engagement, and career development.
• Oversee resource and capacity planning to ensure operational resilience and effective service delivery.
• Champion a customer-first culture across all channels and touchpoints.
• Drive continuous improvement to enhance efficiency and outcomes.
• Collaborate with global stakeholders to implement best practices and maintain service excellence.
• Act as escalation point for complex queries and ensure timely resolutions.
• Support change management initiatives and contribute to organisational objectives.
• Maintain compliance with policies and regulatory requirements.

Skills

People Leadership

Performance Management

Customer Experience

Stakeholder Engagement

Change Management

Operational Excellence

Workforce Planning

SLA & KPI Management

Coaching & Mentoring

Quality Assurance

Problem Solving

Risk & Compliance

Microsoft Office Suite

Business Systems

Education

High School Diploma / Degree or equivalent

Tools

MS Office Suite

CRM/Business Systems

Job description

Convera is seeking a Customer Care Supervisor to lead a global, customer-focused team across in-person and remote channels from Peterborough. The role emphasizes SLAs, KPIs, and high-quality service in a dynamic, regulated environment.

You will coach teams, manage performance, and collaborate with stakeholders across regions to ensure consistent service delivery and continuous improvement. A strong emphasis on education sector support and cross-functional partnership is included.