We're not just looking for a people manager – we're seeking a customer experience champion who strives to take our customer's experience to the next level and build on the reputation we pride ourself on as a leading player in the learning space. About You We're looking for a dynamic leader who can drive operational excellence while maintaining a strategic focus on customer value. You'll have a track record of managing people, with a passion for customer satisfaction and team development. Strong background in customer support management and service delivery Experience with ticket management systems and support processes Excellence in stakeholder management and team leadership Data-driven mindset with strong analytical skills Outstanding communication and problem-solving abilities About The Role You'll be responsible for ensuring our customers receive outstanding support and consultancy services. You'll lead two specialised teams, working together to deliver both responsive daily support and strategic professional services. Lead our Customer Success service desk team handling 1st and 2nd line support Drive key performance metrics including SLAs and customer satisfaction Develop and optimise service delivery processes across both teams Collaborate with Sales and Account Management on growth opportunities Partner with product teams to maintain service excellence Analyse performance data to drive continuous improvement What You’ll get A competitive salary that reflects your experience and expertise Flexible working options – Work from home, the office, or enjoy a mix of both to fit your lifestyle 25 days of annual leave, plus an extra day for your birthday, ensuring you have ample time to recharge An inclusive Private Medical Insurance plan, keeping you covered beyond work. A comprehensive Dental, Optical, and Hearing care plan, because we care for your wellbeing Group Life Insurance – Providing security and peace of mind for you and your loved ones Access to Employee Assistance Programmes and resources supporting mental health and wellbeing Enhance family policies Regular social events and activities