As an internationally recognised charity NEBOSH plays an important role in the health, safety and environmental professional community. Through NEBOSH qualifications, learners and their employers can improve the lives of people around the world by keeping their colleagues and their communities safe from work-related accidents and ill-health.
Highly respected by governments, employers, and learners alike, tens of thousands of people from more than 170 countries study for a NEBOSH qualification every year through its network of over 450 Learning Partners.
We are now seeking an exceptional candidate to support our Operations and Delivery Team in co-ordination of key activities that are essential in making sure; learners are supported, assessments go ahead as planned, results are declared accurately, and on time. Successful candidates will be passionate ambassadors for the organisation’s mission and values and support the strategic direction of NEBOSH by bringing knowledge, ideas, and relevant experience to identify opportunities for improvement ,and be a leading voice.
Candidates will bring strong credentials in experience in leading a customer facing team, attention to detail, complaint resolution and leading through change. They will have demonstrable competence in sound decision making, previous experience in a managerial role.
Manage the Team Leaders to build and maintain a strong Operations team by;
- Recruiting quality team members and structuring the team for best output.
- Promoting a positive culture by encouraging the team to work to NEBOSH values.
- Ensuring all direct reports and Operations team members receive a full induction and training plan and resources they require are available to undertake their roles.
- Ensure Team Leaders are knowledgeable of products and services and have the necessary guidance documentation to fulfil their role.
- Preparing and following through personal development plans.
- Setting clear goals for the team and reviewing progress with the Team Leaders.
- Leading by example.
- Continually developing product and process knowledge to ensure full understanding of NEBOSH products and services and sharing knowledge with the Operations Team.
- Reviewing quality procedures governing Operations tasks with the Team Leaders and Head of Operations and Delivery to identify efficiencies and improvements.
- Overall management of exam day activities to ensure all learners can sit their assessments on exam day and receive results on time.
- Overall management for the support of learners and team members outside of normal working hours on exam day
- Overall management of standard responses in email management system to ensure accuracy and a positive customer journey.
Leading by example on;
- Listening to our customers and always working to exceed their expectations.
- Supporting team leaders/members with resolving complex enquiries relating to learner progress, requiring an in-depth knowledge of NEBOSH products, systems and services (old, current, and future).
- Managing difficult conversations with customers such as, although not limited to; managing expectations of learners who are under Malpractice, received a Void result or a Ban, guiding learners through their options where a refer result has been received and are dissatisfied.
- Overall responsibility for management of customer complaints.
- Analysis of customer complaints and preparation of monitoring reports.
- Preparation of report and associated information for Stage 3 complaint reviews.
Working in accordance with NEBOSH systems and standards by;
- Establishing systems and processes to ensure that technical and professional queries in relation to customers are resolved in a timely and equitable manner, through personal intervention where necessary, to sustain NEBOSH’s reputation as a fair, consistent, and professional organisation.
- Accurately processing personal and sensitive information in line with current GDPR legislation
- Being an advocate for the NEBOSH Customer Promise; leading by example and encouraging others to do so.
- Working in accordance with quality, environmental and health and safety management systems and NEBOSH Code of Conduct
- Promoting a culture of learning and continuous improvement and supporting change
- Promoting a culture of health and wellbeing and developing a positive working environment through good practice, communication, and support
Works closely with Head of Delivery and Operations to identify and implement continuous improvements.
- Reviewing customer feedback and identifying areas for continuous improvement.
- Actively listening to customers, team members and colleagues from other departments to understand their needs.
- Identifying and reporting any risks within the team that will impact performance to the Head of Delivery and Operations.
- Working alongside the Head of Delivery and Operations to achieve business plan and strategic objectives.
- Identify root cause analysis for quality issues and customer complaints and processes errors, guide the Operations team on the use of root cause analysis tools.
Developing and maintaining effective relationships with internal and external stakeholders by;
- Communicating with and sharing information with other NEBOSH business areas
- Developing and maintaining relationships with key external bodies and organisations
- Co-ordinating with other NEBOSH departments to resolve learner queries and complaints to provide a full resolution.
- Attend, participate and contribute to meetings with all levels of the business.
About You:
Knowledge and Experience:
Significant experience, with a track-record of effectiveness, in:
- People focussed to build positive team culture with their team members, and across the business.
- Driving Customer focus – consider the customer during decision making.
- Experience in working as a role model who leads by example and provides support and coaching to team members.
- Previous experience in managing people in a customer focussed environment.
- Ability to motivate direct reports and team members.
- Proven experience in training others and identifying areas for development, with the ability to give both positive and constructive feedback.
- Experiencing in sound decision making
- Setting smart objectives
- Dealing with and diffusing difficult situations.
- Building and maintaining positive relationships both internally and externally.
- Excellent telephone manner and communication skills, both verbal and written.
- Experience in dealing with enquiries from multiple channels i.e., webchat, email, WhatsApp and telephone.
- Previous experience of working in a regulated environment is desirable.
- Support the team leaders and be able to manage own workload.
Key skills and attributes for the job:
- Sets and meets high standards
- Energetic and energizing
- Written communication - Presentation to a range of audiences
- Verbal communication - Ability to communicate across various levels with confidence and clarity
- Decision-making
- Critical thinking
- Ability to work at pace and under pressure
- ‘Can-do, will-do’ attitude
- Collaborative approach
- Demonstrates integrity in all situations
What we offer
Work base:
6 Month probation will be office based, then the role will work in hybrid manner where you will work both from our office in Leicester and from home.
Working Hours:
35 hours per week, Monday to Friday
Benefits:
- Company Pension (10% employer)
- Enhanced holidays (FTE 25 days raising to 33 days with service)
- Health Care Cash Plan
- Private Medical
- 3 x salary Death in Service
- Discounted Gym membership
- Cycle scheme
- Holiday Buying scheme
- Extensive discounts and exclusive offers
- Free parking