Customer Service Manager

London, United Kingdom Full Time Mid Level

Salary: £26,000-£28,000 per annum

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We are recruiting a Customer Service Manager to work with the Director of Operations and the operations team to ensure provision of a superior level of customer service from the point of enrolment through to completion of their studies with KTPi. The Customer Service Manager will supervise a part-time customer service team which works a variety of hours, the majority being during evenings and weekends.

This individual, as a key member of the Operations team, takes a proactive role in the execution of the service and support operations of the KTPi business. The Customer Service Manager proactively monitors our service provision to students, ensuring it is consistently high from their enrolment with us onwards and across a variety of delivery media, including classroom courses, tutoring and online study.

The Customer Service Manager works with the Director of KCEP Operations, as well as Sales and Marketing teams to help facilitate our UK institutional business, particularly with respect to providing on-going service and support to our B2B customers.

Essential Functions:

Supervise part-time Kaplan Student Advisors (KSAs):

  • Scheduling and approving time sheets for payroll.
  • Management of daily “to-do” task lists for KSAs
  • Monitoring level of service provision by the team and addressing concerns and training needs within the team as required
  • Ensuring team is kept up to date on key product, procedure and other changes.
  • Ensuring team follows standard operating procedures, including customer case records and customer enrolment records and related operations procedures.
  • Liaison with rest of KTPi team to ensure their projects and needs are supported by the KSA team.
  • Emergency support as needed (including evenings and weekends when necessary).

In liaison with the Operations Director:

  • Recruitment and training of new KSA staff.
  • Leading team meetings, and providing general team support and management.
  • Co-ordinating on-going training and development for staff.
  • Develop and execute standard operating procedures for the team in the service and support areas

Provide a high standard of customer service by:

  • Maintain the team’s product/process information depository to meet needs of operations team and customer service.
  • Answering telephone and email enquiries from customers.
  • Dealing with customer issues and concerns escalated by the team, including complaints and refund requests.
  • Ensuring regular monitoring of level of service provision within the center facility, including carrying out bi-weekly monitoring of classrooms, tutoring rooms and study areas; raising concerns and helping to find solutions and address issues.
  • Overseeing the provisioning of online course assets for KTPi customers.
  • Dealing with class cancellations (crafting messaging to students, offering alternatives, tracking responses, revenue saved/lost) and class splits
  • Servicing customers in-center as needed.
  • Assisting in closure of building on Friday evenings.

Provide a high standard of customer service by:

  • Participating in the sales activities of London business, including inbound sales calls, as needed.
  • Answering email and CRM sales-related enquiries as needed.
  • Managing enrolment processing to ensure a high level of service for the customer, and a high standard of customer database records and customer invoicing for the business.
  • Working with the Sales team to help organize and implement institutional programmes.


Participating in, managing, or delegating operations projects as needed.

Position Requirements and/or Skills Required:

  • Excellent interpersonal skills (including oral, telephone, and written communications).
  • Good organizational skills.
  • Strong team player.
  • Ability to work independently.
  • Flexibility to work outside standard working hours as needed e.g. to attend meetings, provide emergency support etc.
  • Kaplan product knowledge valuable, or ability to acquire this knowledge quickly and thoroughly.
  • Deductive reasoning, problem-solving and decision-making skills.
  • Ability to thrive in a fast-paced environment.

Application method: Apply with your CV and covering letter via our online application form.

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