Learner Customer Service Manager

Reference number: JR258613 Location: Manchester/ Remote Working pattern: Full Time Contract Type: Permanent Number of roles: 1 Grade : K4 Salary: £29,620 - £38,709

We are looking for a Learner Customer Service Manager to join our team. Role Summary

As the voice of Kaplan, you will be part of a team who build and maintain strong relationships with learners, offering support and guidance throughout their journeys.

As a Learner Customer Service Manager, you will:

Create a high performing customer focused team which delivers seamless learner experiences across

Achieve key Service targets, using data and feedback to inform decisions and drive results

Build, develop and maintain a focused, effective and empowered team

Collaborate with internal teams to ensure a seamless learner experience

Communicate clearly and regularly with your team, sharing updates, priorities, and recognising achievements.

Foster a positive and inclusive team culture where people feel valued, motivated, and supported to succeed.

This is an excellent opportunity for someone who may be currently working as a Lead or Senior Service Operations Advisor, Talent Coach with experience of delivering high quality learner experiences and outcomes or a Team Manager or supervisor in a Customer Service or Operations Role possibly in education, training, or a service focused industry, who is looking to expand their skills and build their career with an industry leader.

A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://9azs9hws

What you’ll bring to the role Excellent communication skills – both written and verbal

Ability to work flexible hours in line with departmental operational hours

Target driven and focused

Experience of working within a customer focused environment

Ability to manage a significant workload

Proactive with a desire to make a difference

Driven to provide Service excellence

What we do Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance & banking courses, and professional assessments. For almost 80 years, we've helped shape the development and careers of finance professionals. We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

What we believe in Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.

Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.

To view our candidate privacy notice click here.

Our Values We live, breathe and celebrate our values - they drive what we believe in, how we behave and guide us in creating a culture of success.

• Act with integrity
• Empower and support
• Create opportunity
• Grow knowledge
• Drive results together

What we offer

As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

• 28 days annual leave + option to purchase more
• Season ticket loan and cycle to work scheme
• Big discounts on Kaplan courses for you and your family
• Private medical, income protection, and life insurance
• 24/7 confidential helpline providing counselling and other support services
• Company pension contributions
• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

How to apply

To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Thursday 1st October 2026. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist. <Add any information relating to the selection process here e.g. number of interview stages, expected interview dates, if a task is required>

Additional Application Information

Kaplan is committed to safeguarding and promoting the welfare of children and young people and expects all employees to share this commitment. This role involves working with learners who are under 18 years old and is exempt from the Rehabilitation of Offenders Act 1974. Recruitment checks are undertaken in accordance with our background checking policy. Successful applicants will be required to undertake an Enhanced Disclosure (including children’s barred list) via the Disclosure and Barring Service (DBS) check to confirm their suitability to work with children and young people. In addition to the DBS check, for roles that include teaching or coaching, a Prohibition from Teaching Check will be completed through the Teaching Regulation Agency.

Our Suitability of Ex-offenders Policy is available on the careers page of our website www.kaplan.co.uk. Please be aware that it is an offence to apply for this role if you are barred from engaging in regulated activity relevant to ch