Department: Operations

Location: Home based, UK (with occasional travel to our London office)

Reports to: Head of Operations

Hours: 37.5  per week

Salary: Depending on experience

Role Overview 

The Customer Solutions Team Lead will be responsible for coaching and leading a team of advisors to drive a high-performance, customer-centric culture. This role oversees the entire learner journey from initial enquiry to admission, ensuring a seamless and effective process. 

This role will be a key part of the successful onboarding for our new leadership programs. We are seeking a highly motivated and customer-focused leader with a proven track record in admissions or customer-facing roles in a professional environment. The ideal candidate will be a hands-on manager who is passionate about creating an exceptional customer experience.

Key responsibilities:

Leadership & Team Management

• Line manage a team of Customer Solutions Advisors.
• Coach and support CSAs to deliver consistent, high-quality learner engagement that drives performance against target and alignment to company values.
• Drive a high-performance, customer-centric culture in the team.

Sales Process Ownership (Learner-Level)

• Own the end-to-end learner journey from inbound enquiry through to admissions handover.
• Ensure the team handles learner leads promptly, delivering consistent qualification, suitability assessment, and objection handling.
• Support learners in understanding programme options, requirements and expectations to reduce withdrawal risk and improve conversion.

Process Optimisation & Insights

• Continuously improve team workflows and learner communications to increase efficiency and learner satisfaction.
• Monitor team performance and learner engagement metrics, providing insights and suggestions to leadership.
• Maintain and update knowledge base articles, playbooks, and guidance for learner engagement.

Cross-Functional Collaboration

• Ensure alignment on learner-level sales between sales, customer success, marketing and operations.
• Surface learner trends, objections, and feedback to inform marketing content, programme positioning, and customer success initiatives.

Candidate Specification: 

Essential

• Proven experience: experience in admissions or customer success, particularly in onboarding new enterprise customers
• Experience working for an executive education provider or onboarding new customers in a B2B environment
• Demonstrable experience line managing and coaching a team to achieve performance targets and uphold company values.
• Proven ability to own and optimise an end-to-end customer or sales process.
• Exceptional Customer Service Skills: A deep commitment to a customer-centric approach, with the ability to communicate with and support senior-level professionals with a high degree of professionalism and empathy.
• Hands-on Leadership: Ability to actively support the team with customer calls and complex queries, leading by example in professional communication.
• Process and Accountability: Strong skills in process management, including using data to monitor performance, identify areas for improvement, and hold the team accountable for results.
• Collaboration: Excellent ability to collaborate with and influence cross-functional teams, acting as a key link between the customer-facing team and other departments.
• A proactive and strategic mindset with a focus on continuous improvement.
• A results-driven leader with a passion for both team development and customer satisfaction.
• An effective communicator who can articulate learner trends and insights to senior leadership.

Desirable

• experience working  at a business school.

Interview process:

1. One way video interview or live screening
2. Hiring manager interview (competency based questions) - 1 hour
3. Task/Role play and follow up questions - 45 minutes
4. Ways of Working/Meet the Team - 45 minutes

Company Benefits: 

• Remote first company providing flexibility to work from home
• Pension with up to 5% matched contributions
• 25 days holiday + Flexi bank holidays + 1 day off on your birthday
• A day for volunteering
• Enhanced Maternity and Paternity Leave 
• Health & Wellbeing allowance of up to £30 per month
• Annual Summer and Xmas events
• Company socials including everything from Cambridge College formals, pub nights to team building events
• CPD Allowance
• Private medical insurance and cash plan
• Holiday buy back scheme (up to 10 days p/a)
• EAP with 24 hour confidential support line

Background to our Organisation

We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era.

We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap. We are in a sector that is crucial to the economy and workforce, with a lot of opportunity for change and innovation. We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience. EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets.

Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI. We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis. Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m. 

Our Values

At the centre of the way we work together and inspire each other to achieve success are these core values:

Entrepreneurial Spirit

We take initiative and show entrepreneurial spirit which fuels innovation at Cambridge Spark. This includes identifying opportunities for improvement, taking ownership for implementing solutions effectively and driving improvement by using proof of concepts to demonstrate the feasibility and value of their work.

Team Spirit

Everyone is part of building an open and transparent culture, communicating effectively to raise issues, discuss improvements and share the evidence used to make decisions.

Customer-focused

Our customers are at the centre of everything we do, inspiring us to create great work. We strive to build friendly, professional and lasting relationships with them to better understand and anticipate their needs.

Gold Standard

We are experts in our field and are constantly developing our technology and offering. We set the benchmark in our industry: both in what we offer customers and in how we deliver it.

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Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind.  Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate. Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics. Cambridge Spark encourages applicants of all ages.