Customer Engagement Team Leader

Customer Engagement Team Leader – £27,000 - £29,000 per Annum + OTE

We are Mantra Learning, the UK’s leading Logistics learning and development organisation. We are an Ofsted grade 2 independent training provider who have specialised in providing training within the sector for over 56 years. The Manchester site is well established as the largest specialist logistics training facility in the UK.

Through our two key brands, The Job Gym and The National Logistics Academy we help thousands of individuals each year to gain new skills. This enables our learners to obtain employment within the logistics sector and drives the long-term growth of the industry.

We work with some of the biggest brands in the country, including Aldi, Wincanton and AO, delivering approximately 400 Apprenticeships, over 2500 Large Goods Vehicle licences and 1,100 Forklift Truck licences each year. The organisation is dedicated to deliver interventions that develop the ‘Skills, Knowledge and Behaviours to enable learners to thrive in life and work’.

The role

As a Customer Engagement Team Leader, you will play a pivotal role in the success of the customer engagement team. Supporting the Customer Engagement Manager this is a target-driven role, leading the customer engagement team in supporting individuals to progress onto suitable courses and, ultimately, into sustainable careers.

Your team will handle a mix of inbound and outbound enquiries across a wide range of communications channels, enabling customers to interact with Mantra in the way that suits them best. Your work will be central to shaping our overall customer experience, ensuring that every interaction is clear, helpful, and outcome driven.

This is a full-time role (37.5 hours per week) based in Middleton.

Your duties will include but will not be limited to:

• Advise and coach the Customer Engagement Executives to effectively us the CRM to track customer interactions, leads and outcomes
• Ensure up-to-date customer and contact records are kept.
• Use Power BI to report both internally and, where required, externally on the success of your team.
• Develop data analysis using tools such as Excel and Power BI.
• Connect with potential and existing customers across integrated communication channels.
• Support the development and maintenance of channels, including: telephone, email, WhatsApp, SMS, social media and live chat.
• Through informative discovery calls, refer potential learners to IAG sessions.
• Track conversion from IAG to learning programme and first day attendance.
• Support the Referral Account Managers to engage with referral partners from a range of sources including employers, DWP and regionally based referral agencies to ensure a sustainable pipeline of referrals.
• Support the Customer Engagement Manager with the Management of the Customer Engagement Executives through caseload reviews, enquiry monitoring, training and development and coaching, call management (tracking telephone activity).
• Additionally, you are required to lead tracking from initial contact through to programme completion.

Education & Knowledge

• Understanding of funding streams including ASF, Study Programmes, Apprenticeships, and Skills Bootcamps provision.
• Knowledge of commercial programme sales.
• Understanding of the requirements of Ofsted, GMCA and other Strategic Authorities and the Department for Education.
• Experience in the use of CRM systems.
• Track record of being part of an inbound sales, customer experience or learner engagement team, preferable within a training, education or funded provision environment.

Experience

• Minimum 2 years’ experience within a customer engagement, learner engagement, contact centre environment.
• Experience working within an inbound and outbound sales teams.
• Experience of internal and external stakeholder management.

Mantra Learning Ltd is an equal opportunity employer and we welcome applications regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex and sexual orientation.

This organisation is committed to safeguarding and promotes the welfare of all learners and expects all staff to share this commitment. We also prioritise the safeguarding and welfare of all staff.

The successful applicant will be required to agree to all necessary checks such as providing sufficient employment references and providing proof of the right to work in the UK. A Disclosure and Barring Service check will be carried out for all successful applicants.

 If this is the role you’re looking for please apply today!

23 days holidays plus bank holidays
Free eyecare vouchers
Affordable health care plan
Subsidised team social events – including summer and Christmas parties
Training and development opportunities
Free parking
Pension scheme
Discretionary profit related bonus scheme
Health & wellbeing initiatives
Net zero initiatives
Access to affordable health care plan
247 Employee assistant programme
Cycle to work scheme