Manager of Customer Operations - Kortext

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Full Time

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Kortext - The UK’s #1 student learning content and engagement platform
Job title: Manager of Customer Operations
Salary:£47,000 - £50,000
Location: Bournemouth/Hybrid
Kortext was founded to empower the next generation of difference-makers through engaged, connected teaching and Learning. In a little over five years, we became the UK's leading personal learning platform and supplier of digital textbooks to universities across the country and around the world. We continue seeing large-scale growth as the need for online teaching and Learning increases rapidly.
More than 2,000 universities around the world use the Kortext platform. In addition, we host over 2 million digital books from over 4,500 publishers, providing students and academics with a seamless connection to the required course content embedded with innovative study tools to increase engagement and accessibility.
Our Role
• Manage, inspire and develop an exceptional team dedicated to delivering service excellence that supports our customers’ success
• Drive accountability and ownership in the team and across the business
• Nurture, coach and develop the team
• Use a data driven approach to resource team appropriately
• Leverage existing stakeholder relationships to determine the level and content of support provided
• Have a strong grasp of process and process improvement
• Contribute to automation and drive digitisation within the customer success department
• Monitor and report on team’s KPIs and OKRs
• Build strong cross-functional, collaborative relationships to support the company’s strategic direction

?? What could make you shine in this role
• Educated to degree level with a proven ability for self-learning and development
• Successful track record in customer success at senior management level (minimum 10 years)
• Knowledge and experience of Higher Education
• A technical specialist with experience within the ed-tech sector
• Automation experience within a customer service environment An inspirational leader with exceptional influencing ability, able to engage at all levels and be a true ambassador
• Able to inspire and foster a team-oriented environment, empathetic and a real people person
• Committed to excellence and capable of making tough decisions where necessary
• Strong commercial awareness
• Track record of delivering results, transformational change, and continuous improvement
• Experience of planning, managing and effectively executing complex projects
• High level of competence in various word processing, spreadsheets and presentation tools including MS Word, Excel, Outlook and PowerPoint
• Knowledge of CRM systems including self-service and automated customer interaction, Salesforce essential
• Knowledge of content platforms and educational technologies

What’s Great About the team
• A growing team with an innovative vison
• A team that covers the globe from our UK headquarters in Bournemouth to Australia, Canada, Dubai, Singapore and beyond.
• A diverse and inclusive culture

Kortext Competencies
We have five leadership competencies within our business that are essential to our culture and that you will need to both demonstrate and role model:
• Agility & Adaptability
• Accountability
• Advanced Communication & Collaboration Skills
• Social & Emotional Intelligence
• Transformative Thinking & Awareness