Job Description

Job Overview

At Bill Plant Driving School, we're passionate about helping people achieve the life-changing milestone of passing their driving test. We're now seeking a dynamic Pupil Success Manager to lead our dedicated team and elevate our pupil journey to the next level.

This isn't just about managing a team -- it's about shaping the experience of every pupil who chooses us. You'll combine your love of customer service excellence with a sharp eye for sales performance and results, making sure more learners book, stay with us, and succeed.

What you'll do:

Lead, coach and inspire the Pupil Success team to deliver an industry-leading service. Turn booking data and pupil feedback into more innovative processes and better results. Increase bookings, improve satisfaction and keep our pupils on the road to success. Balance the human touch with a commercial edge.

Key responsibilities

Lead and supervise the Pupil Success function

Manage the daily rota, performance and well-being of first?line Pupil Success Coordinators and dedicated second?line customer service agents. Develop clear objectives for day?to?day activities and ensure both teams meet sales and service KPIs. Conduct effective resource planning to maximise the productivity of people and technology.

Drive conversion and lead improvement

Oversee the bookings pipeline, ensuring enquiries are converted into prepaid lessons. Use data to analyse lead?to?booking conversion rates, identify bottlenecks and implement improvements. Collaborate with marketing and Instructor Support to understand customer needs and develop campaigns that attract high?quality leads.

Optimise processes and service

Document and refine standard operating procedures for booking, refunds, reallocations, test covers, verifications and other workflows. Monitor call handling quality, telephone and bookings procedures, evaluate performance metrics (e.g., accuracy, call?waiting time) and implement improvements. Oversee the use of technology (CRM, booking systems, phone platform) to maximise efficiency and ensure staff are organised and productive.

Escalation and complaint management

Act as the final point of escalation for high?severity complaints and complex issues, ensuring timely, professional resolution. Liaise with regulatory bodies (e.g., DVSA) when necessary and ensure compliance with business standards.

Team development and culture

Hire, coach and provide training to team members to maintain high standards of service. Conduct performance reviews, offer constructive feedback and develop training programmes that enhance sales and service skills. Foster a culture of proactive problem?solving and continuous improvement.

Data analysis, reporting and feedback

Collect and analyse call?centre statistics (sales rates, customer service metrics). Track pupil satisfaction and engagement metrics and use the insights to improve processes. Gather both active and passive customer feedback to identify friction points and improve satisfaction. Prepare regular reports for senior management on team performance, booking conversion, customer satisfaction and service improvements.

Cross?functional collaboration

Partner with operations and technical teams to address systemic issues, implement improvements and share customer feedback. Share insights with the Driving Instructor Support Team to ensure instructors are fully briefed on pupil expectations and company standards.

Skills and qualifications

Proven leadership experience in a call?centre or customer?service environment, with responsibility for managing teams and performance. Strong knowledge of call?centre metrics, data analysis and reporting. Demonstrated ability to build and maintain customer relationships and act as a trusted advisor. Excellent organisational and communication skills; ability to solve problems on the spot and drive continuous improvement. Proficiency with CRM, booking systems and call?centre technologies. High attention to detail, with the ability to create and refine standard operating procedures. A positive, patient and results?driven attitude, with a passion for delivering outstanding service and driving revenue growth.
Job Types: Full-time, Permanent

Pay: 30,000.00-32,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Free fitness classes Free parking Health & wellbeing programme On-site parking Sick pay
Work Location: In person