Head of Customer Services (Candidate Assessments)

Loyal Retainers Ltd
55000.00 - 60000.00 GBP Annual
18 Oct 2020
01 Nov 2020
Contract Type
Full Time

Are you an experienced customer services manager with a track record of both setting up and managing mid-sized customer services functions? Our client designs and delivers world-leading professional assessments and is part of a leading global learning organisation. They are seeking a Head of Candidate Services to help set up and operationalise a mid-sized customer services function to support a programme of professional assessments that will be taken up by 13,000 candidates per year. In summary this new role will be key in establishing a high-quality exam applicant support and services function. The employer offers a salary up to ??60k on a permanent and Full time basis.

Key responsibilities include:-

  • Building a new Candidate Services team including responsibility for creating job descriptions, recruitment, resource planning, on boarding and training
  • Establishing business processes to integrate with new telephony, call centre and ticketing/CRM systems
  • Leading a small (
  • Analyse and report on service performance and quickly identify opportunities for operational improvements
  • Prepare the function for supporting the first assessments scheduled for Autumn 2021
  • Operationally manage the function on a day to day basis once the programme is live and report on service performance to senior stakeholders including regulatory bodies


You will need the following skills and experience: -

  • Ideally you would have managed a candidate services team in an assessments or learning/education organisation
  • A proven track record of working as a hands-on senior customer services manager across multiple channels and you should have a passion for delivering high quality customer service
  • Extensive experience of setting up from scratch a customer services function including establishing business processes, KPI's, call centres and CRM/ticketing systems. You should be able to demonstrate a good knowledge of established best practices across these domains
  • Demonstrable ability to own and manage a complex programme of work and the ability to work on multiple projects and operational issues simultaneously
  • Managing customer services within a formalised and contractual framework including measurement and reporting on KPI's
  • Proven leadership and management skills including experience of recruiting and setting up new customer service functions


A competitive salary is offered between ??55k-??60k. The post is a Full time position offered on a permanent basis and based in London N7, albeit with a proportion of remote working initially. The employer works hard to make sure that everyone has an opportunity to succeed, regardless of sex, race, disability, age, sexual orientation, gender identity, religion or other belief, marital status, pregnancy or parenthood.

Loyal Retainers Ltd are acting as an employment agency with regard to this position. Our GDPR compliant privacy policy is located at our website.

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