FutureLearn Ltd is hiring an

Operations Support Lead

London, United Kingdom

Operations Support Lead

Department: Community

Reporting to: Head of Community

Type of Contract: 12 month FTC

Working Pattern: Full time or a four day week or nine day fortnight (as agreed).

Location: London, Camden and you must have the right to work in the UK

ABOUT FUTURELEARN

FutureLearn is transforming access to education and is one of the world’s largest social learning platforms.

Based in London’s Camden Town, we offer online courses, programs and degrees run by over 100 leading universities from around the world including UCL, University of California Berkeley, University of Edinburgh, University of Melbourne, King’s College London, Purdue University and University of Groningen. We also work offer online courses from specialist education providers including CIPD, UNESCO and the Raspberry PI foundation.

Our vision is a global community, where everyone learns together and enjoys access to the education they need to transform their lives. Our award-winning platform helps by provoking conversation around the course material, so that learners and educators learn as much from each other as from the material itself.

Since our launch in September 2013, we’ve run hundreds of courses that have attracted over 7.5 million learners from all over the world and we've seen over 19 million enrolments on our open online courses and are now working with our partners to pioneer a more modular and accessible approach to studying full degrees.

We are continuing our expansion as we make this journey from offering short online courses, through micro credentials to full online degrees and working with employers and governments to reduce skills gaps. The pace of this change is reflected in extremely rapid growth of our revenues.

ABOUT THE ROLE

We're looking for a brilliant Operations Support Lead to ensure smooth delivery of FutureLearn’s paid products and services, managing supplier relationships and helping our learners from all over the world.

As a specialist sitting in our learner-focussed Community Team, the successful candidate will ensure that our learners love every interaction with FutureLearn so much that they want to tell others about how brilliant we are, even when they have a problem.

The Operations Support Lead will be specifically responsible for dealing with end-to-end delivery of products to customers, including:

  • Quality assurance of certificates, assessments and other items sold by FutureLearn
  • Smooth delivery of any products purchased by learners on FutureLearn
  • General day-to-day management of third-party suppliers who provide services for learners on FutureLearn’s behalf (including but not limited to ID verification, assessment provision and certificate printing)
  • Management of FutureLearn’s Shopify online shop
  • Being the first point of contact for educators who have queries about certificates
  • Being the point of escalation for complex queries about purchases by learners and small businesses

As a member of our Community Team, The Operations Support Lead will also:

  • Answer incoming enquiries from our community via Zendesk, our helpdesk software; resolve their problems swiftly and with care
  • Identify, document and escalate bugs and technical issues swiftly on the rare occasions they occur
  • Together with our Community Advocates, record and analyse learner experience insights and report feedback to product team
  • Contribute to relevant Knowledge Base articles and FAQs

Requirements

  • Hands-on experience of Zendesk or similar helpdesk software
  • Excellent written and spoken English - good communication skills with a range of people
  • Experience supporting, speaking to or caring for customers or users - this could be anything from front of house or retail to experience on a digital helpdesk or in a call centre
  • Great problem solving and conflict resolution skills
  • Experience of supplier management
  • Experience of project management
  • A meticulous eye for detail and a methodical manner

Ideally

  • Experience of, or passion for, managing an online shop

Benefits

  • £35k-£38k
  • 28 days holiday (plus 8 days public holiday)
  • Buy & sell up to 5 days holiday
  • Charity day (volunteer for a charity of your choice)
  • Cycle to work scheme
  • Season Ticket loan
  • Flexible working environment/hours
  • Pension (4% employer / employee contribution)
  • OU Staff Fee Course Waiver ProgrammeGreat coffee, teas, fruit and daily breakfast
  • Perkbox

APPLICATIONS

Please submit a CV and cover letter. On your cover letter please clearly explain how you meet the essential skills and experience criteria mentioned in the requirements specification section of the job description. This will help us determine your fit for the role and increase your application's chances of success.

RECRUITMENT PROCESS

Please contact [email protected] if you require any reasonable adjustments or alterations to be made, to support you through the recruitment process.

FutureLearn is an equal opportunities organisation who value diversity, promote equality and challenge discrimination. We are especially keen to encourage applications from people currently under-represented, including those from the LGBT+ community, neurodiverse people, people with disabilities, and those from a Black, Asian or Minority Ethnic background.

DIVERSITY STATEMENT

We value diversity at FutureLearn, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, neurodiversity, marital or disability status.

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