Learning Experience Manager

Team: Customer Engagement 
Primary Place of Work: Sava School of Surveying, 4 Mill Square, Featherstone Road, Milton Keynes, MK12 5ZD
Responsible to: Sales and Marketing Director  
Contract Type: Permanent, Full / Part-Time, 5 days a week – 37 hours across core hours of 8.00 – 18.00
Hybrid Role: Mon - Thurs in office, Friday working from home
Salary: £35,000 - £40,000
Benefits: 25 days annual leave, employer pension contributions 3%

About Sava School of Surveying

The Sava School of Surveying provides education to help look after the UK’s 29 million homes. 
We’re a team of 21, based in Milton Keynes, and we now have a new opportunity for an experienced Learning Engagement Manager to join the team. 

What the job is about

This is a role managing a busy operational team, focused on ensuring that our customers have the best experience whilst undertaking their qualification or training with us. Your main responsibility will be to schedule, organise, and lead by ensuring all necessary resources are in the right place at the right time, allowing for the smooth running of all Sava training and always delivering an excellent customer experience.

You must be customer-focused with meticulous attention to detail and be able to demonstrate strong organisational skills. You will have experience of leading or working within a busy operational or administrative team. In addition, you will be confident using technology and operational systems to plan, track and coordinate activities, ensuring processes run efficiently and accurately. You will be comfortable learning and managing a range of digital platforms, using technology to improve workflows, maintain high service standards, and ensure the successful delivery of training programmes. This role is office-based 4 days a week from our headquarters in Milton Keynes and 1 day a week from home.

What you’ll be doing

You’ll be overseeing a number of operational tasks, working with other Sava team members.  But you will also have a number of project-based tasks, dependant on business need. You will be coordinating a small team and ensuring that all training is delivered to an exceptionally high standard. The list below is an initial scope of what these tasks could be and will flex according to the needs of the business. 

Day to day operational tasks:

Lead, motivate and develop a small operational team, ensuring high levels of performance, engagement and customer service.
Monitor team workloads and performance
Identifying opportunities to improve efficiency and service delivery.
Liaise with our internal and external trainers – booking dates, arranging and running standardisation events, and dealing with any enquiries, while effectively utilising scheduling and communication platforms to coordinate activity.
Book and liaise with external training venues across the UK to ensure we are delivering in a safe and pleasant environment, maintaining accurate records and logistics through operational systems.
Take responsibility for external webinars that we facilitate between our learners and third-party organisations, ensuring all technical platforms are configured and managed to deliver a seamless experience.
Deliver a variety of sessions to learners virtually or in person, including webinars and induction sessions for new learners, confidently using digital learning and presentation technologies.
Own the learner journey from onboarding through to qualification completion, ensuring a consistently excellent customer experience.
Analyse customer feedback, complaints and satisfaction metrics, identifying trends and implementing improvements.
Manage a busy email inbox and phone line, prioritising enquiries effectively and ensuring prompt, professional responses.
Optimise performance and integrate AI responses to customer queries – across all areas of the customer journey 
Maintain excellent records of all customer interactions on the customer relationship management (CRM) system, ensuring data accuracy and compliance.
Manage and authorise invoices and contracts for external suppliers, using appropriate systems to track approvals and maintain records.
In rotation with other members of the business, attend training days and promotional events across the UK to support existing and potential customers 

Your skills, abilities and attributes
Essential:

A desire to really understand our business – what we sell and deliver to our customers and why they choose Sava.
An exceptional customer service ethic.
A ‘can do’ attitude, solution-focused with innovative problem-solving ideas.
Able to self-motivate and work on your own initiative whilst managing your time in order to meet deadlines and objectives.
Excellent coordination, organisational and people management skills, with the empathy to support colleagues, learners and customers effectively.
Excellent written and spoken communication skills that allow you to inform and advise others clearly, instilling confidence and leaving positive impressions.
Able to anticipate issues, take responsibility and make informed decisions.
Experience of addressing a range of customer issues and resolving them professionally and efficiently.
Excellent IT and digital skills, with experience of using Microsoft Office applications, particularly Excel, Word and Outlook, to manage information, analyse data and support operational activities.

Desirable:

Experience working within education, training, apprenticeships or professional qualifications. 
Experience using HubSpot
Experience managing webinars, virtual learning environments or digital learning platforms. 
Experience analysing customer feedback and operational data to drive improvements.

REF-(Apply online only)