Job Description

Company Overview

Future (Awards and Qualifications) Ltd is a prominent UK awarding organisation dedicated to delivering high-quality vocational qualifications. We partner with further education colleges, training providers, and employers to enhance workforce skills and drive career success.

Summary

Job Purpose:

The Customer Experience Manager will lead the day-to-day delivery of Customer support operations. This includes but is not limited to managing assessment logistics, overseeing certification, ensuring regulatory compliance, optimising systems and processes, and supporting both internal and external stakeholders. The role is key to ensuring seamless, compliant, and high-quality service delivery across all operational activities.

Key Responsibilities:

Operational Leadership

Lead and manage the operations team across the customer service team, encompassing both Awarding Organisation and End Point Assessment Organisation functions. Develop and maintain effective workflows and scheduling systems to support timely task completion. Set and monitor performance targets and KPI's to drive continuous improvement.

Regulatory Compliance

Ensure full compliance with regulatory bodies and quality standards. Prepare for and lead external audits, inspections, and submissions. Maintain and update operational policies, SOP's, and governance documents.

Awarding Organisation Operations

Manage the operational delivery of qualifications from registration through to certification. Support centre on boarding, communication, and ongoing operational support. Ensure all AO processes align with regulatory and internal quality requirements.

End Point Assessment Organisation Operations

Oversee the EPA journey, including gateway validation, assessment planning, assessor allocation, and result processing. Ensure timely and accurate processing of learner results and certification. Work closely with the Quality and Compliance teams to support consistent, fair, and robust assessment practices.

Systems & Data Management

Oversee management information systems. Ensure data integrity and generate reports for internal decision-making and regulatory reporting. Lead on the continuous improvement of digital processes to enhance operational efficiency.

Stakeholder Engagement

Act as the main point of contact for operational escalations from employers, providers, centres, and assessors. Foster collaborative relationships across internal departments, including Quality Assurance, Compliance, Product, and Finance.

Person Specification:

Essential:

Experience in managing cross-functional teams and operational projects. Excellent organisational, planning, and time-management skills. Strong attention to detail, particularly in compliance and reporting. Confidence working with multiple digital platforms.

Desirable:

Proven experience managing operations within an AO, EPAO or similar regulated education environment. Strong knowledge of Ofqual and ESFA regulatory frameworks. Experience with multiple digital platforms. Project management certification.
If you are passionate about enhancing customer experiences and want to make a significant impact within our organisation, we invite you to apply today!

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking Sick pay
Schedule:

Monday to Friday No weekends
Application question(s):

Can you confirm you understand that this role is office based in Coalville.
Experience:

Operations management: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 13/07/2025