Enrolment Support Team Leader

Knovia Bournemouth, United Kingdom Customer Success Remote working

Company 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, and 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 the monitoring of team productivity, analyse reports, and drive 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

What We’re Looking For

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, so why not apply now?

Other information

In addition to the satisfaction of 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.
• 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 and have a guaranteed interview scheme in place to ensure that nobody is overlooked or discriminated against because of their disability. If you meet the minimum criteria when you apply and you have informed us in your application that you have a disability, you will be guaranteed an interview for that role.

To promote and maintain an inclusive working environment, as part of your application process we will ask you to share data on certain characteristics. These answers will not form part of the selection and recruitment process and will not be shared with anyone outside of the People Team.

Paragon Skills is committed to the safeguarding and wellbeing of our learners and colleagues and we implement robust safer recruitment practices to support this. Depending on the role you are applying for, we may undertake a number of necessary checks to confirm you are suitable to work with children and vulnerable adults, which may include a Disclosure and Barring Service check. We are also committed to promoting equality and inclusion throughout our colleague and learner populations.