Job Description

Job Specification


Are you a strategic, people-first leader with a passion for driving results and developing high-performing teams? Were looking for an experienced

Team Manager

to join our Enrolments team and play a vital role in shaping exceptional student experiences through effective enrolment delivery.

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What Youll Be Doing

Reporting to the Contact Centre Director, youll lead and develop a team of Enrolment Specialists to exceed KPIs and service levels. Youll foster a collaborative, high-performing culture where team engagement, continuous improvement, and customer satisfaction are at the forefront.


Youll work cross-functionally with internal teams (Technology, Partner Support) and external stakeholders to deliver consistent, high-quality service and implement best practices. You'll also contribute to operational success by overseeing workforce planning, performance analysis, and Contact Centre process enhancements.


This role is pivotal in supporting change initiatives and driving a positive, innovative working environment that delivers results.

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Key Responsibilities

Lead, coach, and develop a high-performing team, championing a culture of service excellence Analyse workforce planning (WFM), QA, reporting and contact strategy to drive efficiency and performance Communicate KPIs and targets clearly; deliver regular feedback to support continuous improvement Collaborate with Operations and Technology teams to optimise systems and processes Monitor performance through call quality, CRM usage, and reporting to identify trends and areas for improvement Support recruitment, onboarding, and professional development of new team members Act as a key escalation point for issue resolution and ensure prompt, effective communication Deliver effective employee engagement strategies, manage incentives, and support talent retention Ensure compliance with HR policies, including conducting formal reviews and hearings as required Provide leadership cover in the absence of the Contact Centre Director
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What Youll Bring

3+ years experience in Contact Centre leadership, ideally in sales, enrolment, or customer support Proven experience in workforce management, QA, forecasting, and performance analysis Strong working knowledge of Salesforce, dialler systems, and Microsoft Office (Excel & Project in particular) A Business or Management qualification (or willingness to work toward one) Excellent coaching, mentoring, and leadership skills A proactive mindset with strong critical thinking and problem-solving abilities Commitment to creating an inclusive, motivated and goal-driven team culture
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Our Values

At Higher Ed Partners, our culture is shaped by the values we live by every day:

Integrity

We do the right thing, always.

Innovation

We challenge the status quo to create better solutions.

Results

We are committed to delivering impact and excellence.

Teamwork

We believe in the power of collaboration to achieve great things.

If you're a values-driven leader ready to make a measurable impact in a mission-led organisation, wed love to hear from you.

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What We Offer

Hybrid Working

Between home and Brighton office.

Generous Leave

28 days annual leave + UK bank holidays

Career Growth

Access to our innovative training portal for career & personal development

Enhanced Pension

Employer contributions of 6% to support your future

Refer-a-Friend Scheme

Get rewarded for helping us grow the team (T&Cs apply)
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Care and Connect Supporting Your Wellbeing

Our

Care and Connect

programme offers free 24/7 mental health and financial wellbeing support, access to counselling and guidance, and a confidential helpline for emotional support.


Through

HigherPerks

, youll also enjoy exclusive discounts on hundreds of top brands in retail, dining, hospitality, and more.


If you're a driven, values-led leader ready to make an impact in a purpose-driven organisation, wed love to hear from you.

Apply now and help us shape the future of accessible, high-quality education.