Customer Service Manager – HFL Education

Customer Service Manager – HFL Education


Band 5 – FTE £30,000-£35,000 p.a.

Date Ending

September 26, 2022


Contract: Permanent

Hours: Fulltime at 37 hours per week

Salary: Band 5 – FTE £30,000-£35,000 p.a.

Location: Hybrid working consisting of remote working and a minimum of 2 days per week in our Head Office in Stevenage, Hertfordshire.

Are you passionate about delivering outstanding customer service? 

Do you have the desire and drive and to lead a small customer service team supporting schools and education settings?

If the answer is yes, why not come and join the Admin and Business Support team which is dedicated to delivering an outstanding service to new and existing customers

In this role you will oversee and manage all inbound customer contacts, setting the standards for delivery and for implementing procedures where required ensuring the team always adhere to company policy. You will also be required to drive outstanding service to meet and exceed customer satisfaction requirements. 

We are seeking a dynamic and proactive individual with excellent interpersonal skills as you will be working closely with the Commercial team and key stakeholders. You will have credible leadership skills to manage and motivate the team and meet deliverables.  You will also be customer centric with a passion to meet the needs of all customers.

If you want to be a part of our Admin and Business Support team where you can use your skills to make a positive difference, then please get in touch.

Our ‘working from anywhere’ approach provides colleagues the opportunity to work flexibly in line with their role requirements. This consists of remote working and a minimum of 2 days per week in our Head Office in Stevenage, Hertfordshire. As there is a permanent home working element to this role, you will need to ensure you are equipped for home working.

Benefits: a generous employer pension contribution, 28 days annual leave plus bank holidays (rising to 31 days after five-years) or the equivalent paid for Term Time employees, family-friendly policies, hybrid working, paid mileage, a cycle to work scheme, onsite charging points for electric vehicles, access to mental health and wellbeing support, company performance bonus, professional development opportunities, benefit schemes for discounts and cashback offers, and more.

Would you like to know more information about this opportunity? If so, further information can be found in the job outline. You can also contact Andrew Brown who would be happy to chat to you, please email Andrew.Brown@hertsforlearning.co.uk and state your contact number.


Customer Service Manager – Job Outline 09.2022

How to Apply

To apply, email hfl.recruitment@hertsforlearning.co.uk with a detailed CV along with a cover letter to include responses to the following questions:

  1. What does outstanding customer service mean you and what role should technology play in delivering customer service?
  2. How do you get the best out of your team?
  3. Provide details of two of your strongest competencies and how you would apply them to the role, and two competencies which you will need to develop within this role.
  4. Describe a situation where you improved a structure, system, approach, or process – please share how you came to identify the need for improvement, what you did and the outcome you achieved.

As part of our move towards eradicating unconscious bias within the recruitment process, we will be anonymising your forms.

For recruitment queries, our Central Recruitment Team can also be contacted on the hfl.recruitment email address above.

We would love to hear from you.

Closing Date:   26th September 2022 at 12:00.     

Interview Date:  3rd October 2022 in Stevenage.

This job advert may close as soon as sufficient applications have been received. To make sure you don’t miss out on this great opportunity, please submit your application as soon as you can.

We are committed towards becoming an anti-racist organisation, and our recruitment statement is set out below in support of this.

HFL is committed to being an equal opportunities employer. We insist on the equal treatment of all current and prospective colleagues and will never condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

HFL is also equally committed to becoming an anti-racist organisation and we encourage you to view our Anti-racist position statement which gives clarity on our anti-racist stance. In our relentless efforts to be an anti-racist organisation, we recognise the negative impacts of under representation and lack of diversity in our organisation, our education system and in all aspects of our society. Therefore, for recruitment into any HFL post, where we have 2 or more candidates of equal merit, candidates with protected characteristics will be given advantage over candidates without such characteristics. This is sometimes referred to as a ‘tie-breaker’ and is referred to as ‘positive action’ in the Equality Act 2010.

To help us meet our high standards and aspirations of a fully diverse and inclusive workplace, we strongly encourage suitably qualified applicants from all backgrounds to apply and to join us.

Please note that if you are invited to interview, we will expect you to be prepared to discuss unconscious bias with us; we find these conversations more than any others give us all a good idea of what working together will be like. 


Herts for Learning Ltd Equal opps monitoring form