Job Description

As the outcome-focused Delivery Manager, your mission is to drive the accurate and timely processing of digital and paper-based examinations for WSET qualifications. You will lead your team towards outcomes that align with our business objectives and core values, focusing on efficiency, reliability, and customer satisfaction.

You will act as a key source of knowledge and support for all exam processing and delivery activity and related system functionality, as well as identifying and championing efficiencies in our ways of working.

Your success will be measured through the value you add to the organisation by providing efficient exam processing services, and by driving continuous improvement and high-quality customer-centric performance across your team, along with your contribution to WSET's culture and values of integrity, trust, empowerment, inspiration, dynamism, and inclusivity.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Leadership

Lead, empower and inspire your team through a forward-thinking approach and driving change where needed; fostering a culture of continuous evolution, accountability, innovation, and customer-centricity. Drive and optimise team performance through continuous performance management, taking the lead on regular activities such as performance reviews, and supportive coaching and talent development initiatives. Champion Environmental, Social, and Governance (ESG) initiatives within the team, promoting ethical conduct and sustainability.

Streamline Workflows for Optimal Performance

Monitor and optimise team performance, through effective workload allocation, driving accountability and continuous improvement, and reporting on performance against key metrics. Analyse working practices, behaviours, feedback and KPIs to proactively identify opportunities for enhancing efficiency and customer satisfaction. Ensure regulatory compliance and cost-effectiveness in examination logistics and timetabling. Collaborate with cross-functional teams to ensure best-in-class qualifications delivery.

Deliver an exceptional customer experience

Cultivate customer-centric mindset and behaviours within the Examinations Team, prioritising inclusivity, and responsiveness. Address customer and stakeholder enquiries and escalations promptly and empathetically, ensuring a seamless experience. Develop user-friendly documentation and guides to enhance clarity and support for colleagues and stakeholders. Consistently embody a customer focused and global approach

Other

Contribute to the Trust by participating in cross-functional teams and undertaking other various tasks as required. Champion WSET's values and behaviours and positively represent the brand at all times Collaborate with external suppliers to optimise qualification delivery, fostering ethical and reliable partnerships. Evolve in the role according to digital developments and operational strategy.

SKILLS & COMPETENCIES

Essential

Inspirational leadership: Ability to inspire and lead teams towards shared outcomes, fostering a culture of accountability and innovation. Solution oriented: Demonstrated initiative in identifying and implementing improvements, with a focus on sustainability and quality. Exceptional collaboration: Strong interpersonal skills, enabling effective collaboration with diverse global teams and stakeholders. Positive attitude: Can-do attitude with a commitment to driving positive change and delivering excellence and proactive engagement with WSET's values and behaviours. Strong track record of personal performance and achieving objectives. Exemplary customer service skills and a desire to put our customer at the heart of all we do Ability to quickly become proficient in new and evolving systems and processes. Written and verbal communication skills in English

Desirable

Experience of training, coaching, performance management or similar. Experience using CRM and query management software. Experience in exams processing and awarding functions, ideally in a regulated environment. Expertise in WSET qualifications: In-depth knowledge of WSET qualifications and course specifications. Industry Knowledge: Proficiency in wines, spirits, sake, and beer, enabling informed decision-making and customer support. Experience of or interest in working in education administration and/or digital assessment or high-paced delivery or customer service environments. Additional languages relevant to WSET customers.

UK Benefits

Annual Leave - 27 days pa + public holidays, increases with service; ability to buy/sell 5 days

Pension (Generous options available after three months)

Health insurance (after three months):

Vitality scheme - post probation - Access to virtual GP appointments, Rewards include Caffe Nero drinks, Cinema Tickets, Apple Watch, Cash Back on Waitrose shopping, 75% off at Champneys, 6 month subscription with HeadSpace, Discounted Weight Watchers membership and gyms, Smoking Cessation day worth 300 and half price health screens

Eye voucher scheme

Food and drink in the office

Nespresso coffee makers and a range of other drinks, fruit, cereals, soups

Season ticket & gym membership loan scheme

EAP

24/7 confidential help and support from trained counsellors and advisors

Death in service

4x annual salary paid to nominees with associated bereavement support for family

Enhanced family friendly leave and pay

Celebration vouchers

Cycle2Work scheme

Discretionary bonus

Development - WSET's in-house training and qualifications in Wines, Spirits, Sake and Beer as well as other professional development opportunities

Job Types: Full-time, Permanent

Pay: 38,000.00-40,000.00 per year

Benefits:

Additional leave Bereavement leave Canteen Casual dress Company events Company pension Cycle to work scheme Discounted or free food Enhanced maternity leave Enhanced paternity leave Flexitime Health & wellbeing programme Private medical insurance Sabbatical Sick pay Work from home
Application question(s):

All offers and employment are subject to the successful completion of thorough background checks by an independent third party. Are you willing to complete a background check? Yes or No What is your current/last salary? Why do you want to work for WSET? Do you have Experience of or interest in working in education administration and/or digital assessment or high-paced delivery or customer service environments?
Experience:

Leadership: 1 year (preferred) Using CRM : 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London SE1 1YW