WE ARE LOOKING FOR A LEARNER SUPPORT MANAGER TO JOIN OUR TEAM AND PROVIDE A FANTASTIC SERVICE TO ALL OF OUR LEARNERS.

Customer Service
Coaching / Mentoring
Up to £31k

If you are passionate about customers and are looking for an exciting career opportunity,
why not find out more

About us

High Speed Training are a team of over 50 people who are striving to fulfil our mission: Deliver training that helps people to be engaged, effective and safe in the career they’ve chosen.

To do this, we create online training courses that help customers across a wide-range of subjects and sectors. Having trained over a million people, we’re always looking to create new ways of engaging with our learners, and we’re looking forward to training the next million.

Your role in the team

You’ll work alongside a customer-focused team supporting our lovely learners via email, live chat, on the phone, and through our social media pages. We pride ourselves on our high standard of customer service, and we need some extra help to improve our service even more!

Everyone here is encouraged to use their initiative and judgement to help customers and to build relationships with our learners.

A day in the role might involve:

  • Helping and communicating with our learners to access their training via email, telephone, live chat and social media pages.
  • Through your team provide timely, effective and efficient support and customer satisfaction to learners by resolving queries received via phone calls and email.
  • Be the voice of our learners internally, passing on valuable insights from our customers to all areas of the business.
  • Ensure exceptionally high customer service standards are upheld.
  • A senior point of contact for customer issues.
  • Liaise with our course content writers, when required, to resolve more technical customer queries.
  • Manage learner reviews and respond accordingly.
  • Liaise with IT Support, Technical Development and Product Design, as required, to resolve technology related customer queries.

What we’re looking for

  • A genuine interest in working with and supporting customers
  • The ability to build our Learner Support Team’s capability and capacity through effective people management skills.
  • Highly organised with excellent verbal and written communication skills, to both internal and external parties.
  • Proactive problem solver.
  • A track record of improving processes and systems to improve customer service.
  • Strong team player.
  • Exceptional attention to detail.
  • Confidence in coaching and mentoring others to help ensure individual progression.
  • A positive attitude with the ability to motivate and manage others.
  • Comfortable working towards and managing valuable team KPIs.
  • Ability to deliver exceptional customer service with a strong customer focus.
  • Experience of working in a customer service team at a team leader or equivalent level.

Our people are at the heart of our business and we offer a great environment where we have fun, celebrate success and give you all the tools you'll need to be your best self. It's not just our colleagues we look after - we've got a responsibility to our customers too and we work hard to ensure our mission is at the forefront of what we do.

We'll welcome you on-board with 24 days holiday (plus 8 bank holidays), free life insurance (which covers 4-times your salary), private medical insurance for you and your family, an attractive pension package to help you save plenty, a great annual bonus scheme, the latest mobile phone and contract (that’s on us!), and a staff benefits scheme (with over 250 discounts and offers available). Plus, a 12% discount on Annual M-Cards will save you money getting to work and getting around the area. And if you see the journey to work as part of your fitness regime, you'll be able to benefit from our Cycle to Work scheme.

We also hold regular social events, setup by our own activity committee, so everything from escape rooms, meals out, bowling, cocktail making and much more have been organised.

High Speed Training in Ilkley

The picturesque town of Ilkley is situated in the Wharfe Valley, at the southern end of the Yorkshire Dales. The town is famous for its moor and you'll find fantastic countryside and walks for all abilities on our doorstep. The town is also home to one of the largest cycling clubs in the country.

At around a 25 minute commute from Leeds city central (by rail) and easily accessible by road, our main office is in a great location to enjoy all this.

Still reading? We'd love to hear from you!

If you fancy taking on an exciting new role, with great perks and an even greater team, then we would love to hear from you.